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Guidance for sponsors of consumer reports on health care quality

Taking Advantage of the “Teachable Moment”

Once people are engaged with your report, you have a valuable opportunity to introduce them to other information that may be helpful to them in a variety of ways. Don’t put this information front and center in your report, but make it easily available through the Table of Contents in a print report or the navigation links in a Web-based report.

Here are some ways to take advantage of this “teachable moment.”

• Explain Key Facts About Health Care That Relate to Your Quality Information
• Highlight Consumer Rights, Protections, and Ways To Complain
• Explain Procedures for Complaints, Appeals, and Grievances
• Provide Links to Other Relevant Information
• Offer Information on How Cost and Quality Relate

Also in "Explain and Motivate"

• Why Numbers and Graphs Aren’t Enough
• Communicating Key Information Upfront
• Providing Detail for Those Who Want It
• Taking Advantage of the “Teachable Moment”
• Supporting Consumers in Using the Information