1. Click to add title Aligning Forces for Quality & The National Partnership for Women and Families March 12, 2013 2 – 3 pm ET

2. Click to add title Deborah Roseman AF4Q National Program Office Presenting to you: Lauren Murray NPWF

3. Resources for Sustaining Meaningful Consumer Engagement Lauren Murray Deputy Director, Americans for Quality Health Care AF4Q Webinar March 12, 2013 3

4. About us The National Partnership for Women & Families is a nonprofit, nonpartisan advocacy group dedicated to promoting access to quality health care, fairness in the workplace, and policies that help women and men meet the dual demands of work and family. More information is available at www.NationalPartnership.org. 4

5.  Principles Underlying Consumer Engagement Resources  A Brief Tour:  Core Operations to Sustain Consumer Engagement  How to Leverage Community Partnerships  A Guide to Building Consumer Orientation Materials  Other Available Resources  Questions and Discussion Webinar Overview 5

6. 1.Consumer Involvement is Valuable 2.Engagement is Meaningful Principles Underlying Consumer Engagement Resources 6

7. End Results = Meaningful + Sustainable Public Activation Credibility & Trust Broad Reach Consumer Engagement will help you better meet the needs of the community and achieve the goals of the AF4Q initiative. 7 Value & Purpose of Consumer Involvement

8. Meaningful Engagement… 8 It is…  Effective  Equitable  Purposeful MeaningfulEngagement Design Governance Implementation Evaluation

9.  Policy/Governance  Redesign of systems and practice  Individual patient and family engagement – “point of care”  Community involvement …At Every Level, Every Stage 9

10. Consumer Engagement Resources 10

11. 1.Recruitment 2.Strategic Planning 3.Relationship-Building 4.Facilitation 5.Support and Retention 6.Evaluation Core Operations for Sustainability 11

12. Consumer Engagement Resources 12

13. Leveraging Community Partnerships 13  Get to know the landscape  Continuous recruitment  Find the right fit Flickr Creative Commons: GabrielaP93 Flickr creative commons: fribbleblib fribbleblib

14. Leveraging Community Partnerships 14

15. Retention Strategies  Roles and Responsibilities  Code of Conduct  Working with Experienced Consumers  Quick Wins  Stipends, Reimbursements, and Resource Allocation  Using Technology  Team Building  Fighting Attrition  When and How To Say Goodbye Leveraging Community Partnerships 15

16. Consumer Engagement Resources 16

17. Building Consumer Orientation Materials 17 Avoid this… …and this Flikr Creative Commons: T HallFlikr Creative Commons: T Hall, bcymetbcymet

18.  Orientation Components  Introduction to the Organization  Making the Case for Health Care Quality Improvement  Roles and Responsibilities  Background Materials on Relevant Topics  Tips for Success  How to Present Onboarding Materials  Continuing Support  Appendices Building Consumer Orientation Materials 18

19.  Core Operations for AF4Q Consumer Engagement Staff Core Operations for AF4Q Consumer Engagement Staff  Guide to Building Consumer Orientation Materials: Preparing Consumers for Successful Work in Health Care Improvement Guide to Building Consumer Orientation Materials: Preparing Consumers for Successful Work in Health Care Improvement  Leverage Community Partnerships Leverage Community Partnerships  Defining Consumer Representation Defining Consumer Representation  Creating a Consumer Advisory Council Creating a Consumer Advisory Council  Best Practices: Consumer Engagement in a Multi-Stakeholder Group Best Practices: Consumer Engagement in a Multi-Stakeholder Group  Supporting Consumers in AF4Q Alliances through the Four Stages of Consumer Engagement Supporting Consumers in AF4Q Alliances through the Four Stages of Consumer Engagement  Consumer Engagement Best Practices Consumer Engagement Best Practices  Consumer Engagement Survey Consumer Engagement Survey  Guide to Engaging Consumer Advocates in AF4Q Alliances Guide to Engaging Consumer Advocates in AF4Q Alliances  Lessons Learned: Engaging Consumers to Improve Ambulatory Care Lessons Learned: Engaging Consumers to Improve Ambulatory Care Resources 19

20.  Questions and Discussion Q & A 20

21. For more information Find us: www.NationalPartnership.org www.CampaignforBetterCare.org | www.PaidSickDays.org Follow us: www.facebook.com/nationalpartnership www.twitter.com/npwf Contact me: Lauren Murray lmurray@nationalpartnership.org Jennifer Sweeney jsweeney@nationalpartnership.org 202-986-2600 21