Using Consumer Experience Data As Management Tool

Earlier this year, my colleague Sharon Hicks posed key questions in an era of metrics-based management in health and human services: In our quest to quantify “performance,” are we really measuring performance? How do we do that in ways that are in sync with payers’ value equations and consumer expectations of performance? How do we leverage this information to better engage clinical professionals in the treatment process?

Following up on this topic, I received some great feedback from my colleague and OPEN MINDS Senior Associate Paul Neitman. In his former role as chief operating officer of a provider organization . . .