Creating A Feedback Culture

Measurement has never been a strong suit in health care—particularly measurement that is focused on what the consumer wants or thinks (see Feedback Matters). And as payers move to more consumer-centric measures of performance (and value), there is a need to gather more information on consumers.

Recently, we covered measurement-based care (MBC) in particular—which is only used by 13.9% of clinicians (see The Measurement Gap). It’s one example of the dearth of consumer-focused measurement in the field—along with net promoter scores, Consumer Assessment of Healthcare Providers and Systems (CAPHS), and more. The . . .