Organizational-Level Consumer Engagement: What It Takes

The Health Care Transformation Task Force, a group of leading health care payers, providers, purchasers and patient organizations, and Community Catalyst, a national non-profit advocacy organization working to build the consumer and community leadership that is required to transform the American health system, released a case study report exploring what it takes for health systems to meaningfully engage patients and their families in governance and operational decision-making. The report, Organizational-Level Consumer Engagement: What It Takes, builds upon six HCTTF principles for addressing consumer priorities in value-based care, which include ensuring patients/consumers are partners in decision-making at all levels of care, and comprehensively details the efforts of three organizations that have made commitments to implement consumer engagement strategies at the organizational level.

The report describes the consumer engagement efforts at three organizations:

  • HRHCare Community Health, a federally qualified health center in New York,
  • Children’s Mercy, a children’s hospital in Kansas City, and
  • Trinity Health, including the work of member health systems Saint Joseph Mercy in Michigan and Saint Alphonsus in Idaho

The case studies summarize the various strategies that each organization uses to engage with patients, families, and the broader community they serve, such as involving patient and family representation in formal governing bodies and advisory councils, operational improvement initiatives, and staff training and education. In addition to highlighting the impact of these efforts, the report also identifies the required resources and offers lessons learned for other organizations interested in doing this work.


Read the Executive Summary


Read the individual case studies:


HRHCare Case Study


Children’s Mercy Case Study


Trinity Health Case Study


Support for this research and analysis was provided in part by the Robert Wood Johnson Foundation.  The views expressed here do not necessarily reflect the views of the Foundation.

View the Press Release