Exploring Consumer Engagement Experiences

This report provides insight and guidance for how complex care organizations—and others—can and should build authentic and mutually beneficial partnerships with their consumer stakeholders.

This report examines a joint project between staff at the Camden Coalition of Healthcare Providers and complex care consumers taking part in the Camden Coalition’s National Consumer Scholars program that sought to learn more about on-the-ground experiences of consumer engagement, and to extrapolate those experiences into recommendations for the complex care field.

The authors used an online survey to collect responses from complex care consumers and from staff/providers at complex care organizations. Survey responses elucidated the importance of understanding consumers’ intrinsic motivations for participation, setting clear expectations and roles for consumer participants, and always closing the loop by sharing back the outcome of consumers’ work and input.