IHI.org - A resource from the Institute for Healthcare Improvement
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Producer Customer Interface:
Coach Customers to Use Product/Service

Customers have quality problems and often actually increase their costs because they do not understand all of the intricacies of a product or service. Increase the value of your products and services by developing ways to coach customers and consumers on how to use them.




Examples of Tests of this Change

Patients can determine their own care and be responsible for their own health by effective self-management. Patients and providers should work together to create treatment plans.

Effective self-management is very different from telling patients what to do. Patients have a central role in determining their care, one that fosters a sense of responsibility for their own health. In several community health centers, teams use a collaborative approach: one in which providers and patients work together to define problems, set priorities, establish goals, create treatment plans, and solve problems along the way.