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Consumer Decision-Making Strategies and Use of Hospital Quality Measures

Summary: [This abstract is based on the authors’ abstract.] As the consumer takes on more of the cost of health care, transparency of quality and cost information becomes more important. An empirical method is described here for understanding how consumers process this information. Organizations can use this information to create health care score cards that make it easier for consumers to make thoughtful choices. The study described here involves a computer based decision making scenario in which participants rate health care quality measures and rank three hospitals based on their scores in those measures. Initial results suggest that designers of quality reports should allow consumers to customize the information they view and allow them to directly compare hospitals rather than comparing individual hospitals to quality benchmarks.

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  • Topics: Quality Management, Customer Satisfaction and Value
  • Keywords: Computers, Consumer, Decision making, Healthcare, Learning, Quality, Reporting
  • Author: Marquard, Jenna; Duffey, Noah; Lin, Qi Ming;
  • Journal: Quality Management Journal