Re: instruments for creating health care consumers Seminar voice and choice in health care Kees Molenaar Market and consumer directorate
Instruments were designed for blue The analysis and conclusions are in line with our own findings Not all people are the same Invest in provider care use relation 2 voice and choice in health care, 4 March 2009
Learning from behind the mirror Working on Patients Rights Legislation Complementary communication strategy How to communicate patients rights? Project with SmartAgent Company Lessons learned Rights are emotionally associated with a conflict Nobody wanted rights Isn t this what doctors are expected to do already? Trust is fundamental One strategy is not going to do the job KiesBeter is not very well known Some background info 3 voice and choice in health care, 4 March 2009
Not all people are the same
They make their own choices Edah NRC C1000 DA C1000 Telegraaf AH AH Volkskrant Etos
BSR model: the segments Vitality Extrovert Harmony 02 Ego Energetic people, young at heart Live with passion, go for it Freedom, independent, go their own way Control Sociological axis Dynamic people, want to be in control Materialistic en manifesting Rational, business-like Introvert Social open people, easy going Socially active, social network Balance between work, activities Psychological axis and family Group oriented Looking for protection and security Routine, conservative and traditional Protection Group
The Netherlands Vitality Extrovert Harmony 17% 31% Ego Group 03 23% 29% Control Introvert Protection
Results from our survey 8 voice and choice in health care, 4 March 2009
Informatie behoefte Laag, maar wel behoefte aan persoonlijke uitleg Laag, maar indien actuele zorgafname behoefte aan autoriteit Bovengemiddeld, op zoek naar feitelijke info op internet Hoog, meest op zoek naar kritisch/ vergelijkende info in landelijke media Betrouwbare bronnen zorginfo Huisarts; Patiëntenvereniging Huisarts; Zorgverzekeraar, Gemeente Ministerie van VWS Zorgverzekeraar; Consumentenorganisaties Internetgebruik, bronnen zorginfo Laag, kijkt wel eens op gezondheidsplein.nl; site zorgverzekeraar Laag, als men zoekt begint men bij startpagina.nl Zeer hoog, zoekt via Google of op website VWS Hoog, kijkt op gezondheidsplein.nl, kiesbeter.nl of gebruikt Google Dagbladen Een regionaal Dagblad; huisaan-huis Krant Leest bijna nooit een dagblad. Regionaal dagblad. De Telegraaf; Algemeen Dagblad NRC-Handelsblad; Volkskrant Tijdschriften Radio en TV gids; Vrouwenbladen; Gezin & Opvoeding Radio en TV gids; Populair wetenschappelijk; Mannenbladen Vrouwenbladen TV programma s (Postbus 51 plaatsing) Reality televisie Reality televisie; Programma's over huis, tuin en interieur; Spelletjes Speelfilms, lokale televisie Nieuws; Speelfilms; Sportprogramma s; Talkshow-actualiteit Talkshow-actualiteit; Documentaires; Wetenschappelijke programma s 9 voice and choice in health care, 4 March 2009
Information needs Fairly low Mostly not interested in: - How to compare docters, how to complain and how to get access to their medical record Wants to know more about : - Comparing hospital waiting lists and affordable services Low. Needs no information on : moderate high - Quality of hospitals and how docters share information Would like to know - How to complain, how privacy is protected and affordable services / care
Informatiebehoefte Fairly low low moderate. Would like to know more about : - quality of docters and how to stimulate care providers to improve performance - how docters share information in shared care processes - be able to access medical record whenever they want high. Already know a lot, but want to know more about : - comparing quality and waiting lists, how to influence treatment and how to stimulate care providers to improve performance - how docters share information in shared care processes
Strategy Not one size fits all.. Support the more assertive clients (blue group) to establish a control mechanism In a later phase communicate to the yellow = harmony group Paradox: We will work it out together Mutual respect Cannot work without a message to the health care professional Duties to the patient You need to help the patient to change 12 voice and choice in health care, 4 March 2009