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Consumer Engagement With Information on Performance: A Narrative Review
Minakshi Raj1, Jane Banaszak-Holl
1Department of Kinesiology and Community Health, University of Illinois at Urbana-Champaign, Champaign (Dr Raj); and School of Public Health and Preventive Medicine, Monash University, Melbourne, Australia (Dr Banaszak-Holl).
Quality Management in Health Care
|January 25, 2021
Summary
Consumers need clear, accessible information to choose healthcare providers effectively. Understanding patient decision-making factors, like trust and information delivery, is crucial for improving provider selection and healthcare quality.
Area of Science:
- Healthcare Consumer Behavior
- Health Services Research
- Information Science
Background:
- Healthcare quality initiatives often assume consumers can effectively use provider information.
- Patient decision-making processes for selecting healthcare providers require further investigation.
Purpose of the Study:
- To understand how consumers utilize quality information when selecting healthcare providers.
- To identify and evaluate factors influencing consumer provider selection.
Main Methods:
- A narrative literature review was conducted.
- Berwick's Pathways to Quality Improvement Framework guided the review.
- Synthesized research on consumer choice and provider selection factors.
Main Results:
- Key factors include information needs, content, delivery, and engagement.
- Social and behavioral mechanisms, such as trust, significantly impact choices.
- Gaps in literature identified, including physician loyalty's role in decision-making.
Conclusions:
- Healthcare providers and managers can improve service provision by understanding the consumer selection process.
- Utilizing patient feedback and streamlining information can enhance informed decision-making.
- Further research on factors like physician loyalty is needed for optimal consumer choices.
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