The client was a national organization dedicated to improving health care for Americans by advocating for an accountable and accessible healthcare system.
The client desired to create materials that would help employees of its member companies make better healthcare decisions and, by extension, receive better quality care, and help manage healthcare costs. The client turned to KRC to assist in the development of these materials in order to maximize their clarity, persuasiveness, and effectiveness.
KRC Research conducted an intensive, qualitative research program among a broad cross-section of employees around the country to better understand how employees make healthcare decisions, what their expectations are of their employer and what messages and information would be most effective in guiding them in the right direction. Further, KRC tested prototype materials such as handbooks and fact sheets that would ultimately be distributed to employees to ensure that the materials were clear, interesting, compelling, and persuasive.
The research identified ways to help employees understand what matters most to the quality of care they receive and what aids in the prevention of medical mistakes: hospitals with computerized records, experience in their particular condition, and intensive units staffed by experts. These messages were then incorporated throughout the educational materials.