From Our Lips to Whose Ears? Consumer Reaction to Our Current Health Care Dialect

The Permanente Journal, January, 2009

In 2008, CAPP completed a series of consumer focus groups to test marketing language and strategies promoting coordinated care. In 2009, we sought to further understand consumer attitudes about the kind of care they can receive in a “coordinated care” multispecialty group or organized health care system.

With the support of the Kaiser Permanente Institute for Health Policy, CAPP conducted another series of eight national focus groups to determine consumer understanding of the difference between fragmented care and coordinated care, assess consumer acceptance of coordinated care, and explore the willingness of consumers to make tradeoffs in a transition to coordinated care.

Resulting publication: The results of these focus groups were published in the January 2009 issue of The Permanente Journal as From Our Lips to Whose Ears? Consumer Reaction to Our Current Health Care Dialect  and a subsequent marketing-focused article When We Speak, What Do They Hear? was published in the February 2009 issue of AMGA’s Group Practice Journal.

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