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8 - Evidence on Ways to Bring about Effective Consumer and Patient Engagement

Published online by Cambridge University Press:  14 July 2022

Mark Pauly
Affiliation:
University of Pennsylvania
Flaura Winston
Affiliation:
Children's Hospital of Philadelphia
Mary Naylor
Affiliation:
University of Pennsylvania School of Nursing
Kevin Volpp
Affiliation:
University of Pennsylvania Health System
Lawton Robert Burns
Affiliation:
University of Pennsylvania
Ralph Muller
Affiliation:
University of Pennsylvania Health System
David Asch
Affiliation:
University of Pennsylvania School of Medicine
Rachel Werner
Affiliation:
University of Pennsylvania School of Medicine
Bimal Desai
Affiliation:
University of Pennsylvania School of Medicine
Krisda Chaiyachati
Affiliation:
University of Pennsylvania School of Medicine
Benjamin Chartock
Affiliation:
Wharton School, University of Pennsylvania
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Summary

Medical care is a service, which means that its supply depends on the characteristics of the person receiving it as well as the characteristics of the person furnishing it; medical care requires participation by the customer in the process of producing the service. A good comparison is with automobile repair and maintenance services: when you have to bring your car in, you often do not know what is wrong or what it will take to fix it, and even after you pay for preventive care for your brakes or oil you cannot tell if it made a difference in outcomes.

Type
Chapter
Information
Seemed Like a Good Idea
Alchemy versus Evidence-Based Approaches to Healthcare Management Innovation
, pp. 274 - 300
Publisher: Cambridge University Press
Print publication year: 2022

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