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Promoting Your Public Report: A
Hands-on Guide
1a. Overall Communication Plan: Strategic Considerations
Table of Contents
Purpose
To increase the chances that people (e.g., consumers or key audiences such as
pregnant women, people with diabetes, new employees, or newcomers to your
community) know about your public report and use it for decisionmaking, your
Collaborative will need to communicate key messages multiple times through
multiple channels. The purpose of an Overall Communication Plan is to help your
Collaborative clarify its communication goals and related strategies and
activities, then implement that plan to effectively promote the public
report.
Considerations
Communication Is Essential But Not Simple. There is no value
in producing a public report comparing health care quality if no one knows about
it and if they do not know that variation in health care quality is a problem
they should be concerned about. People need to know about variation in care and
why it matters and learn about your public report before they can use it to make
more informed health care decisions. Thus, engaging in communication is an
essential part of the public reporting process.
Challenges associated with coordinated communication to promote a public
report typically include the following:
- Community collaboratives often have ambitious goals with
aggressive work plans, yet operate with limited financial resources and a
small number of staff people. A coordinated plan will help ensure
that communication activities support important goals of the Collaborative,
clarify who will engage in each activity, and help with prioritizing to ensure
best use of limited time and money. This approach can extend your
communication reach by working with and through members and allies of your
Collaborative.
- What, when, and how to communicate about a public report need to
fit the unique circumstances in that local area. Communication plans
need to reflect your local market and Collaborative structure, stage of report
development, public report content, opinion leaders' attitudes about
performance measurement and reporting, and other current events and issues.
Each region has many potential topics and angles for promoting a public report
and weaving messages about that public report into communication about
external events and activities. An effective coordinated communication plan
should be customized to fit your Collaborative.
- Reporters tend to look for controversy or conflict in news stories
as a way to grab the audience's attention. In contrast, the
collaborative model to improving health care quality may be more successful
with positive, inclusive messages (e.g., "Everyone can learn from this report"
or "We all have room to improve" or "Each of us has a role in helping to
improve health care quality"). Reporters may prefer divisive angles or
approaches such as: "Look up who is below average" or "Use this report to
avoid bad doctors or hospitals" or "Dr. Jones thinks this public report is
wrong/harmful to patient care." Smart communication involves developing and
using shared key messages about the public report, cultivating trusted leaders
in your community to be credible spokespeople, and working with reporters to
reveal interesting news angles that do not conflict with the goals of your
Collaborative.
With careful planning, such communication challenges can be managed. You will
need to think through your goals and objectives, as well as related strategies
and specific activities. In other words, to reduce the risk associated with the
challenges above, engage in coordinated communication planning, customize your
approach, and collaborate on the message.
Opportunities To Promote Your Public Report Are Everywhere.
As you consider ways to raise awareness of your public report, think of ways to
use community activities and events to discuss the relevant content of your
public report, key milestones associated with producing your public report that
are worthy of announcing to show continued progress, and potential allies who
can help spread the word about your public report. For example:
- Community activities and events present many opportunities to market your
public report. Tap into the monthly national campaigns to raise awareness
about certain health topics. If your report addresses heart disease or cardiac
care, for example, work with the local chapter of the American Heart
Association to ensure that their announcements or events in February mention
your public report as an important resource to ensure that local patients get
quality heart care. To spur your thinking about how to make the most of such
opportunities, go to the strategy for Opportunistic Marketing (Toolkit
Resource 2a) and the list of national events and observances (Toolkit
Resource 2b).
- Your Collaborative's work plan can be used to identify internal milestones
that could be the topic of announcements to the media, other opinion leaders
(e.g., your member organizations, elected officials), and your community via
Emailed newsletters and social media. Such announcements may not make the
evening news but are important in showing the progress your Collaborative is
making. Examples might include signing agreements with key partners, securing
a major grant, completing validation of data or first-round results, starting
quality improvement work that complements your public report and, publishing
an updated version of your public report.
- Many professionals communicate about health in your region. Consider
expanding the notion of media and reporters to include not only people
associated with newspapers, radio, and TV, but also those who write for
health-related Web sites and blogs, as well as communication staff within
State medical associations, State hospital associations, large employers,
health plans, and community groups. The partner organizations who support and
participate in your Collaborative can also be a great resource for your
communication activities. Many have Web sites, plus newsletters to employees
and customers or members, in which they could share information about your
public report. Some engage in activities, such as wellness fairs, that present
a natural setting for promoting your public report. Review the resources in
this Communication Toolkit for more ideas and templates to help you make the
most of potential communication partners.
It's Never Too Soon To Start Your Coordinated Communication.
Even if you do not yet publish a public report, there is value in building
awareness about the need for performance measurement, accountability, and shared
information about health care in your region. Too many people continue to be
unaware of quality problems in health care. Communicating about the problem
can:
- Expand awareness of the need for the products and services of your
Collaborative.
- Build anticipation for the public report that your Collaborative is
developing.
- Create opportunities for announcements from your Collaborative along the
way: progress made, milestones accomplished, and discussion of tradeoffs and
reasons behind decisions made in the process.
- Increase community-wide discussion about health care quality and the
performance measurement and public reporting process, which can result in
better mutual understanding and trust in the collaborative process (and
eventually trust in your public report).
The Overall Coordinated Communication Plan template (Resource
1b) can help you think through effective ways to promote your public report,
with particular emphasis on coordinated approaches to media relations.
Return
to Contents
Page last reviewed October 2014 Page originally created
February 2012
Internet Citation: 1a. Overall Communication Plan: Strategic
Considerations. Content last reviewed October 2014. Agency for Healthcare
Research and Quality, Rockville, MD.
https://archive.ahrq.gov/professionals/quality-patient-safety/quality-resources/value/pubrpthandson/1a_overallcomplan.html
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