Consumer Engagement

CONSUMER ENGAGEMENT

Understanding Consumer Engagement (CE) for Contract Compliance Consumer Engagement At TRG: Consumer Involvement at The Resource Group (TRG) has been renamed Consumer Engagement to reflect the broader scope of activities and initiatives the department is conducting.

TRG defines “Consumer Engagement” as providing consumers with comprehensive education, opportunities and information to allow them to become partners in their own care. Subrecipients are expected to engage consumers in participating in decision-making related to the planning, implementation, delivery, and evaluation of services they access. Compliance with this requirement is evaluated by TRG’s Consumer Relations Coordinator (CRC). Consumer complaints, concerns and grievances are part of consumer engagement. TRG health literacy activities/initiatives, consumer surveys and special projects are part of consumer engagement.

Consumer Engagement is meant to encourage consumer participation, (ie. duties, activities, trainings, workshops, and consumer meetings) as partners for getting feedback for improvement. Consumer Engagement compliance is measured by reviewing the Subrecipient’s standard system, policies and procedures, setting goals, creating a work plan and producing evidence of consumer engagement activities and opportunities.

How CE is Measured for Compliance

Compliance with CE requirements are evaluated by TRG’s Consumer Relations Coordinator (CRC).

CE Compliance is measured by reviewing the Subrecipient’s standard system, policies and procedures, setting goals, creating a work plan, and maintaining evidence of conducting the activities outlined in the work plan.

Activities should meet the federal grant requirements for consumers to participate in the planning, implementation and evaluation of HIV related programs and services.

Collecting consumer feedback plays a key role in measuring the system and process of consumer engagement.

Patient Engagement Framework (PEF)

TRG uses the Healthcare Information and Management Systems Society’s (HIMSS) “Patient Engagement Framework” as a model guide for developing Consumer Engagement. The PEF guides “healthcare organizations in developing and strengthening their patient engagement strategies through the use of eHealth tools and resources. The Framework is designed to assist healthcare organizations of all sizes and in all stages of implementation of their patient engagement strategies. This Framework can help your organization navigate the path toward more efficient and effective models of care that treat patients as partners instead of just customers.”

Inform consumers of services/programs, changes, policies and procedures
Engage consumers in opportunities/activities to get their prospective and feedback
Empower consumers to participate in opportunities/activities for planning, Subrecipient implementation of systems/processes and evaluation of the available services/programs
Assessing, identifying and addressing health literacy of consumers who access care, programs and services through the Subrecipient. Partnering with consumers in their own care
Support consumers as community partners to assessing, identifying, addressing health literacy and health concerns of specific populations

CE Standard Goals

Create and maintain program standards which will help the Subrecipient meet its TRG contract requirements and goals
Create and maintain forms which document and support the program/contract goals
Create and maintain policy and procedure which document and support the program/contract goals
Create and maintain an outline and curriculum of how policy and procedures, new information, and updates will be delivered to staff, consumers and community members.
Create and maintain technical assistance and presentation log to document/support request for assistance and trainings for Subrecipient staff and clients

CE Work Plan

The Resource Group requires that all funded Subrecipient submit a Consumer Engagement (CE) Work Plan that outlines how they will ensure to include consumers/ clients in the design, implementation and evaluation of proposed services.

An initial CE work plan is required for all TRG Subrecipients. CE work plans are used to set a base line for meeting the TRG requirements. The plan will document the details of how consumers are engaged in the goals, opportunities and activities for obtaining consumer feedback.
CE work plans are also used to set yearly goals in meeting CE compliance. The plan will identify specific mechanisms to obtain consumer feedback and resolve client concerns related to accessing, maintaining care and services.
The Subrecipient will be expected to provide and annual update listing goals in January as a baseline. Annual updates to the CE work plans are due at the end of January of each year.
Updates will be addressed in each quarter and establish quantifiable benchmarks to achieving the agency set goals. Quarterly updates will include any identified or trending client concerns and how the agency has worked to resolve the concerns.
Quarterly CE work plan updates are used to identify progress throughout the year and are due as part of the Unified Quarterly Report. The plan will be monitored as part of the Unified Quarterly Report.

Elements of CE Work Plan

The Resource Group offers technical assistance and feedback on elements of what can make a purpose driven work plan.

Outline of how consumers will be included, recruited, retained, educated and evaluated to participated in the development, implementation, delivery and evaluation of programs/services, including, but not limited to the following:
Reviewing policies and procedures which directly affect a client’s access to service and care.
Developing and maintaining a Consumer Advisory Board (CAB) to provide feedback on a quarterly basis (required for all Subrecipients);
Develop and maintain proper evidence and documentation including, but not limited to, consumer evaluations for all consumer activities and events; and
Develop and maintain evidence/documentation of identified issues, barriers, and topics related to service delivery changes and improvements.
List of consumer engagement activities/efforts/opportunities for clients to be included, recruited, retained, educated and evaluated in the development, implementation, delivery and evaluation of programs/services
Guidance and communication plan for the monthly, quarterly and annual reports/updates /compliance request.

CE Communication

Communication is the first step in any plan

Who should be represented? (peer to peer can save any Subrecipient a lot of work)
Be inclusive of all types of consumers who may access service at your organization
Determine how consumers will be contacted/notified about consumer meetings, policy/ procedure changes, service changes, consumer engagement activities/opportunities and general client contact including emergencies. (i.e., hurricane and displacement circumstances.)
Providing team/skill building trainings to consumers on funding related information/topics, needed skills, modeling the trust, commitment and communication you want the clients to display
Creating and facilitating trainings for consumers which may include but are not limited to:

A. Consumers reviewing and providing feedback on Subrecipient policies and procedures which directly affect a consumer access to service and care.

B. Consumers trainings on each service/program which is offered by the Subrecipient or an affiliate. Service/program training should include but is not limited to; eligibility criteria, process/ timeline, and any document requirements to access the service/program.

Stages of CE

There are three stages of consumer engagement: Enlisting Consumers - Subrecipient can enlist consumers with: Vision, Trust and Commitment

State your Purpose and Vision related to services, programs and funding to support people living with HIV.
Explain how consumers fit into the picture related to services, programs and funding updates.
Discuss how access, retention, client concerns and other service or program problems will be addressed Engaging Consumers- Subrecipient can engage consumers by making them respected and valued partners
Assess the skills of your service and program consumers
Discuss how they fit into the picture related to services, programs and funding updates. (personal goal setting)
Look for resources and opportunities to support the needs of consumers who currently, formally or may prospectively access services/programs offered by the Subrecipient Retaining Consumers- Subrecipient can retain consumers by nurturing their growth related to services, programs and funding updates.
Don’t stop communicating. Inquire if the client has changes in their attendance or participation in activities, opportunities, compliance or medical adherence.
Annual assessment of the consumers goals, skills and how the fit into the overall CE work plan

CE Essentials Practices

Key training topics ideas:

Purpose, vison, mission, and goals of the Subrecipient

Leadership skills

Orientations of new or specific topics
Skill development and transferable skills
Service definition and description

Team Building Activities:

Giving and receiving feedback

How to participate in a workgroup or planning body

Consumer Complaints, Grievance and Concerns

TRG has renamed this process internally to reflect the overall goal by calling it the “Problem Resolution” process. All TRG Subrecipient are required to have a process/system of how access, retention, client concerns and other service or program problems will be addressed. The process/system should facilitate and model problem solving skills. Complaints/concerns fall into two major categories:

A. access to care/services (getting)
B. retention in care/services (keeping)

Complaint information should be posted at each Subrecipient and include TRG contact information

Subrecipient should create and maintain policies and procedures to address barriers related to access to care/services and retention in care/services
Subrecipient should create and maintain a process which identifies and addresses barriers to initial access to care/services and to remaining in care. (Department of State Health Services DSHS contact information should be posted and identified as being related to services OMAC, APA, MHS and MCM)
Subrecipient should create and maintain documentation/evidence of how barriers to getting initial access to care/services and remaining in care were addressed. Additionally, how the information has affected the program/ care/service should be documented and reported. Updates related to the complaint process can be reported monthly but are required to be reported quarterly as part of the Unified Quarterly Report.

Onsite Interviews

All TRG Subrecipient are required to provide a private space for onsite interviews to be conducted. Additionally, Subrecipient are required to post interview announcement flyers, share information with clients about the interview process including scheduled dates and available times and options. Onsite Interviews are conducted by TRG staff to:

Check the flow of information to consumers related to services, programs and funding updates.
Gather information and get feedback from consumer related to services, programs and funding updates.
Identify consumer leaders and stake holders

Technical Assistance Contact the Consumer Relations Coordinator at (713) 526-1016 x104 or text at (832) 533-0743 with any questions or concerns related to consumer engagement compliance. Written request can be submitted by email rellison@hivtrg.org or fax (713) 526-2369.