Model Public Report Elements: A Sampler

D. Place for Consumer Input on Web Site Design

1. Place for consumers to ask questions or share suggestions

Most consumers are just beginning to use the Web to find information about provider performance. Therefore, they may not know how to access or interpret the data. Collaboratives could give Web site users an opportunity to provide feedback, ask questions, or ask for help.

A simple feedback form from a New York-based site is shown below.  Only the comments field is required, so anonymous feedback can be submitted.

Tool: New York State Hospital Profile

Sponsor:  New York State Department of Health

URL: http://hospitals.nyhealth.gov/feedback.php

For this site, an E-mail address is required, along with a security step, but not a name, to provide comments and suggestions. Users are directed to address technical issues to a separate E-mail address.

Tool: Illinois Hospital Report Card

Sponsor: Illinois Department of Public Health

URL: http://healthcarereportcard.illinois.gov

Selecting "your comments and suggestions" above leads the user to the following window:

The following Web site offers users a high level of accessibility to directors, managers, and staff.

Tool: PHC4

Sponsor:  Pennsylvania Health Care Cost Containment Council

URL: http://www.phc4.org/council/contact.htm

2. Consumer survey to provide information on how data were used

Little is known about who uses public reporting Web sites and how they use the data. Some collaboratives have added surveys to their sites to learn more about who their customers are and what their needs are.

Some surveys are relatively short and simple. The following survey feature allows users who did not find what they were looking for or did not understand the data or information presented to provide open-ended feedback. The advantage of this approach is that users may provide feedback about unanticipated or unrecognized issues. On the other hand, it may be difficult to summarize and draw conclusions from this type of feedback.

Tool: Colorado Hospital Report Card

Sponsor: Colorado Hospital Association

URL: http://www.chachart.com/rptcard/ReportCardSurvey/default.asp

Other surveys are more specific about the response options allowed and attempt to categorize possible answers, providing fewer opportunities for open-ended user input. This survey adds the incentive of eligibility for a gift certificate.

Tool: VHI Cardiac Care

Sponsor:  Virginia Health Information

URL: http://www.vhi.org/thesurvey.asp?page_Id=7&page_name=Cardiac%20Care

Although much of the content of this survey is similar to the one above, this site draws attention to its survey with a prominent icon on the home page and adds questions on the site's ease of use.

Tool: Maryland Hospital Performance Evaluation Guide

Sponsor:  Maryland Health Care Commission

URL: http://mhcc.maryland.gov/consumerinfo/hospitalguide/hospital_guide/survey/index.htm