EXAM 2 Flashcards
Tend to be:
- female
- comparatively young, well-educated, and already information rich
characteristics of ePatients
are “internet savvy” people who “meet their own health needs using the internet and other information and communication technology”
- typically find health-related information, share it with others, investigate treatment options and more, online
ePatients
The use of technology to transcend geographical distance in promoting good health
ehealth
The use of devices such as smartwatches, mobile phones, tablet computers, and personal digital assistants for health purposes
mHealth
“why and when do people seek eHealth information”
- find info quickly, to avoid inconveniencing others, and hopefully, to solve an unexpected and urgent dilemma
information sufficiency threshold
The amount of information a person needs in order to feel capable of coping with and understanding a threatening tissue
information sufficiency threshold
The idea that 5 main variables influence people’s intentions to use new technology:
1. social influence
2. performance expectancy
3. effort expectancy
4. facilitating conditions
5. hedonic motivation
unified Theory of Acceptance and Use of Technology
unified Theory of Acceptance and Use of Technology:
1. the degree to which people believe close others (such as family members or friends) value their technology use
social influence
unified Theory of Acceptance and Use of Technology:
2. is a measure of how useful people think a technology will be in helping them complete tasks
performance expectancy
unified Theory of Acceptance and Use of Technology:
3. refers to how hard or easy it is to use a new technology
effort expectancy
unified Theory of Acceptance and Use of Technology:
4. reflect the availability of helpful resources and/or support
facilitating conditions
unified Theory of Acceptance and Use of Technology:
5. pleasure associated with using a technology
hedonic motivation
Disadvantages of eHealth:
- _: online info is sometimes incomplete or inaccurate (AABCC: Accuracy, Authority, Bias, Currency, Comprehension)
- _: online info contradictory or counterproductive
- unreliable information
- conflicting information
Disadvantages of eHealth:
- _: huge volume of online info (confirmation bias)
- _: Cyber security, EMR
- overwhelming amounts of information
- privacy concerns
Using the internet effectively
- distinguish between _ and _ online info
- trustworthy, unreliable
Using the internet effectively
- distinguish between trustworthy and unreliable online info:
- Don’t trust info if there is no _ or if the source given is not well known
- Look for another source if the sponsors are trying to _ rather than offer free info
- Don’t rely on info if it is _ or its references are missing or don’t seem _
- author or sponsor
- sell a product
- dated, legitimate
Using the internet effectively
- distinguish between trustworthy and unreliable online info:
- Keep in mind that _ don’t speak in terms of “secret formulas” or “miraculous cures”
- _ warning: wording such as “treats all forms of cancer”, “ cancer disappears” and “nontoxic” (Food & Drug)
- legitimate health practitioners
- Red Flag
Using the internet effectively
- distinguish between trustworthy and unreliable online info:
- Don’t be convinced by case studies of _
- Do your own _; read medical journals; ask health professionals
- Read the _; look for disclaimers and vague wording
- Report suspicious claims to the Federal Trade Commission, Better Business Bureau, or State Attorney General’s office
- “actual” satisfied customers
- research
- fine print carefully
Delivering health info:
- 5 Billion
- positives: lower initial cost, portability
- negatives: limited functionality, limited depth of info
mHealth (mobile devices)
Delivering health info:
- 2.2 Billion
- positives: high functionality, in-depth info
- negatives: high cost for internet & computer, stationary
eHealth (computers)
- patient-centered communication
- patient education
- access to services
- cost saving
potential advantages for telehealth consumers
- compromised quality of care
- threats to privacy
potential negatives for telehealth consumers
utilize technology to facilitate long-distance health care, education, administrative teamwork, and disaster responses
Telehealth
Is a subset of telehealth that specifically involves offering clinical services to patients at a distance, usually through the use of teleconference exams and shared diagnostic data, but also via iphone and computer-mediated conversations
Telemedicine
- theory of personal causation
- theory X and theory Y
- motivation-hygiene theory
theoretical foundations
Theoretical foundations:
- The proposition that people resist being treated as pawns (required to relinquish control and unthinkingly follow orders) but respond well when they are treated as origins (active participants in designing and carrying out worthwhile tasks)
Theory of personal causation
Theoretical foundations:
- The perspective that managers tend to fall into one of two basic camps:
1. _ managers believe people are naturally lazy and must be produced and supervised to be productive
2. _ managers believe people enjoy the inherent rewards of work and are motivated to make a positive difference
- Theory X
- Theory Y
Theoretical foundations:
- The idea that satisfaction is based on one set of factors (Ex: feeling satisfied, making an important difference, feeling respected, learning, and improving)
- and dissatisfaction is based on a different set of factors (Ex: feeling underpaid, working in unhealthy or unproductive conditions, perceiving that rules and policies are unfair)
Motivation-hygiene theory
Team members who loves a challenge, have a positive attitude, and inspire everyone around them
A-team players
Team members who have bad attitudes, who are often lazy or late, and who resent the demands of the job
B-team players
Career opportunities for healthcare administrators:
- oversees the care of all the patients at a health care, facility, manages the nursing staff, and communications between the nursing staff and the physicians at a healthcare facility
nursing director
Career opportunities for healthcare administrators:
- manages the cost-effective operation of a medical facility and all financial aspects, including risks for the organization
chief financial officer
Career opportunities for healthcare administrators:
- manages and implements a healthcare facility’s strategic initiatives and long-term growth plans
medical office manager
Career opportunities for healthcare administrators:
- supervises the healthcare facility and implements policies and procedures for personnel, regulation, and quality patient care, and other medical facets that may effect the institutional healthcare system
medical director
Career opportunities for healthcare administrators:
- acquires, analyzes, and secures the digital and traditional health records of patients
health information manager
Career opportunities for healthcare administrators:
- oversees a specialty field and the quality of care in it, represents the field publicity and within the organization, coordinates activities, and interacts with administration and other departments as the representative of the field
departmental director
Career opportunities for healthcare administrators:
- responsible for ensuring that the quality of care meets a healthcare facility’s overall mission and goals
chief operating officer
Career opportunities for healthcare administrators:
- directs the efficient operation of a medical facility or system by managing and balancing day-to-day operations and long-term strategic development initiatives
President or CEO
Servant leadership and employee empowerment
- _
- patients
- frontline
- supervisors
- executives
- when the classic hierarchy is inverted, executives act as servant leaders by listening and supporting frontline and holding everyone accountable for excellence
invert the pyramid
- invert the pyramid
- build relationships by listening
- push decision making to the lowest level possible
- hold people accountable
- celebrate success
- remind yourself every morning that you are not in it to make money off of sick people
Servant leadership and employee empowerment
- hire carefully: A-team vs B-team players
- teach the cultures and values
- continually recruit internal talent
advice to human resource managers
People make relatively enduring judgments between alternatives based on trust, shared values, loyalty, and commitment
- commitment and trust are the greatest predictors of relationship strength
commitment-trust theory of relationships
What makes an organization recognizable in comparison to others
identity
an overall but sometimes fleeting feeling about a company based on its “personality”
image
a long-term assessment by a range of constituents about the character, conscience, and credibility of an organization
reputation
- identity
- image
- reputation
- point A to point B company/organization
- superficially image-based company/organization
- reputation-based company/organization
Organizational identity, image and reputation
History of healthcare service advertising:
- _: American Medical Association (AMA) banned advertising and public relations by physicians
1922
History of healthcare service advertising:
- _: Federal Trade Commission (FTC) applied antitrust law to healthcare and determined that the AMA’s policy banning advertising and PR by physicians is illegal
1975
History of healthcare service advertising:
- _: AMA and other medical societies brought legal challenges to FTC
1975-1982
History of healthcare service advertising:
- _: The supreme court sided with the FTC and ruled the advertising/PR ban illegal
1982
- topics of comment:
- common: physician interpersonal manner, staff communication, physician knowledge, and skill, taking time with patients
- uncommon: treatment follow-up, convenience of location, cleanliness of the office, weekend/evening office hours, physician years in practice
Yelp ratings for healthcare facilities/providers
Yelp ratings for healthcare facilities/providers
- relationship with clinical outcomes: _ between hospitals with high and low yelp ratings in preventable readmission and mortality rate
no difference
- Be first
- Be right
- Be credible
- Express empathy
- promote action
- show respect
Crisis and emergency risk communication (CERC) principles
Crisis and emergency risk communication (CERC) principles:
- Crises are time sensitive
- communicating information quickly is crucial
- for members of the public, the first source of information often becomes the preferred source
Be first
Crisis and emergency risk communication (CERC) principles:
- accuracy establishes credibility
- information can include what is known, what is unknow, and what is being done to fill in the gaps
Be right
Crisis and emergency risk communication (CERC) principles:
honesty and truthfulness should not be compromised during crises
Be credible
Crisis and emergency risk communication (CERC) principles:
- crises create harm, and the suffering should be acknowledged in words
- addressing what people are feeling, and the challenges they face, builds trust and rapport
Express empathy
Crisis and emergency risk communication (CERC) principles:
giving people meaningful things to do calms anxiety, helps restore order, and promotes some sense of control
Promote action
Crisis and emergency risk communication (CERC) principles:
- respectful communication is particularly important when people feel vulnerable
- respectful communication promotes cooperation and rapport
show respect
- engage community, empower, decision-making, evaluate
- preparation
- initial
- maintenance
- resolution
CERC rhythm sequence
CERC rhythm sequence:
- draft and test messages
- develop partnerships
- create plans
- determine approval process
preparation
CERC rhythm sequence:
- express empathy
- explain risks
- promote action
- desirable response efforts
initial
CERC rhythm sequence:
- explain ongoing risks
- segment audiences
- provide background information
- address rumors
maintenance
CERC rhythm sequence:
- motivate vigilance
- discuss lessons learned
- revise plan
resolution
Groups who have the closest relationships to emergency
First responders, survivors, medical, public health
- emergency
- first responders, survivors, medical, public health
- action, messages, safety
- public immediately outside, media, families of survivors, and responders
- no immediate action required, concern for safety and facts
- international, trade/industry, community/nation, elected officials
- vicarious rehearsal concern for safety and reassurance
Audience relationships to emergency
CERC:
- Are my family and I safe?
- What have you found that may affect me?
- What can I do to protect myself and my family?
- Who caused this?
- Can you fix it?
what the public will ask first
CERC:
- be concise and focused
- include only relevant information
- give action steps in positives
- repeat the message
- use personal pronouns when discussing the organization
- promise only what can be delivered
- use plain language
- avoid speculation
- avoid humor
making facts work in your messages
CERC:
1. mixed messages from multiple experts
2. information released late
3. paternalistic attitudes
4. not countering rumors, and myths in real-time
5. public power struggles and confusion
5 communication mistakes to avoid
CERC:
- health recommendations ignored and disease and death go up
- demands for misallocation of resources
- public health policies circumvented
- opportunists prey on those who are looking for someone to trust
- fiscal and medical resources are wasted
- cannot accomplish mission
consequences of mistrust
CERC:
- share information early
- acknowledge the concerns of others
- under promise and over deliver
- select a spokesperson who is never condescending
- engage third-party validators and advocates
Acting trustworthy
Interviewers are given specific questions to ask and are not allowed to make comments or ask additional questions
- This helps minimize the interviewers’ influence on respondents’ answers, but it doesn’t allow for follow-up questions or clarifications
- Answers are typically brief but easy to tally and compare
Highly scheduled interviews
Interviewers are given a set of questions but are allowed to ask for clarification and additional information as they see fit
- These interviews are more relaxed and conversational, but less precise, than highly
Moderately scheduled interviews
Interviewers are given a list of topics but are encouraged to phrase questions as they wish and to probe for more information when it seems useful and appropriate
- These interviews are useful for collecting information about respondents’ feelings, but they do not yield answers that can easily be compared or tallied.
Unscheduled interviews
Key principles in designing a public health campaign:
Step 1: define the _
Step 2: analyze and segment the _
Step 3: establish campaign _ and _
- situation
- audience
- goals and objectives
Key principles in designing a public health campaign:
Step 1: define the situation
Step 2: analyze and segment the audience
Step 3: establish campaign goals and objectives
Step 4: select _ of communication
Step 5: _ and _ the campaign
Step 7: _ and _ the campaign
- channels
- pilot and implement
- evaluate and maintain
The first step in writing a health campaign
- _ part 1: _
- Is it important?
- Is it something a communication campaign can address in any significant way(s)?
- Do I (my team) have access to the knowledge, skills, and resources to carry out a campaign?
- Who are the major stakeholders?
- Are there groups whose partnership will be helpful for the campaign?
situation analysis basic considerations
The first step in writing a health campaign
- situational analysis part II: _
- What are the relevant historic and current communication programs?
- What are the core messages?
- Which communication platforms/channels have been utilized?
- Which audiences were reached and not reached?
- was the communication program(s) effective or ineffective? What is the evidence?
Communication audit
- interview
- focus groups
- survey
- literature review
Audience analysis: data gathering options
Audience analysis: data gathering options
Asking someone questions and listening to the answers
- subsequently, transcribe the conversation to produce data
- Types: highly scheduled, moderately scheduled, unscheduled
interview
Audience analysis: data gathering options
Asking questions to 7-10 participants and record the discussion
- subsequently, transcribe the discussion to produce data
focus group
Audience analysis: data gathering options
Asking a large number of people to indicate their answers to list questions
- Types: email, website-based, mail, phone, in-person
survey
Audience analysis: data gathering options
journal/news articles, government reports, social statistics
literature review
- knowledge gaps
- digital divide
considerations of audience segmentation
considerations of audience segmentation
HIgh SES people become even better informed than low SES people, as more information (regarding health, etc) becomes available because of their pre-existing knowledge, access to various resources, etc
knowledge gap
considerations of audience segmentation
High SES people acquire even more information (regarding health etc) from the internet than low SES people because of their easy access to internet and ability to find useful information online
digital divide
General statement of the outcome we want a communication campaign to achieve; an infinitive phrase
- components:
1. To (predisposition)
2. Action verb
3. Object
Goal
A quantifiable accomplishment that measures progress toward achievement of a goal
- components:
1. Desired outcome
2. Target audience
3. Baseline
4. Target point
5. Time frame
Objective
- Reach
- specificity
- arousal
- involvement
communication channel characteristics
communication channel characteristics:
number of people exposed to a message via a particular channel
reach
communication channel characteristics:
How accurate the message targets a group of people
specificity
communication channel characteristics:
The extent that a medium stimulates emotions or excitement
arousal
communication channel characteristics:
A medium’s tendency to encourage audience members to think carefully about messages and to retain them
involvement
- high involvement with a message
- close attention to message
- thorough evaluation of the message
- stronger memory and higher likelihood of taking the suggested action
- tailored messages
Elaboration Likelihood Model (ELM)
Elaboration Likelihood Model (ELM):
Those that are designed to be personally relevant to the recipients, generally have greater impact on recipients’ behaviors than messages that are more generic in nature
tailored messages
We base our behavior choices on:
1. perceived susceptibility
2. perceived severity
3. perceived benefits
4. perceived barriers
5. cue to action
Health belief model
Health belief model & extended parallel process model:
1. one’s belief of the chances of getting a condition
perceived susceptibility
Health belief model & extended parallel process model:
2. one’s belief of how serious its consequences are
perceived severity
Health belief model:
3. one’s belief in the desirable outcomes of the behavior change
perceived benefits
Health belief model:
4. one’s belief in the tangible and psychological costs of the advised behavior change
perceived barriers
Health belief model:
5. strategies to activate “readiness”
cue to action
People evaluate a threatening message based on:
1. perceived susceptibility
2. perceived severity
3. response to efficacy
4. self-efficacy
extended parallel process model
extended parallel process model:
3. one’s belief that the recommended action will help advert the danger
response efficacy
extended parallel process model:
4. belief in one’s own capability to perform the recommended action
self-efficacy
extended parallel process model:
- People respond to a threatening message based on these rules:
1. if perceived threat (susceptibility & severity) > perceived efficacy, _ is activated
- people avoid the message to control their fear
- the message is _
- fear control
- not effective
extended parallel process model:
- People respond to a threatening message based on these rules:
2. if perceived threat (susceptibility & severity) < perceived efficacy, _ is activated
- people try to adopt a preventative measure to control the danger
- the message is _
- danger control
- effective
People are rational and active decision makers and make decision and deliberate choices based on two primary considerations:
1. how strongly we believe a behavior will lead to positive outcomes, and
2. the perceived social implications of performing that behavior
Theory of Reasoned Action (TRA)
TRA +
1. how strongly we believe a behavior will lead to positive outcomes, and
2. the perceived social implications of performing that behavior,
+
3. the extent to which we feel that we can carry out the behavior
Theory of Planned Behavior (TPB)
Health is not merely the result of individual choices, but is limited with issues or culture, power, control, identity, and social consciousness
- Three issues for health promoters to keep in mind:
1. Timing
2. Scapegoating
3. Stigmatizing
The critical-cultural and ethical perspective on health behaviors
Critical-cultural and ethical perspective on health behaviors
- Issues for health promoters to keep in mind:
1. when to tell people, if a health risk arises - less than complete information is better than no information
Timing
Critical-cultural and ethical perspective on health behaviors
- Issues for health promoters to keep in mind:
2. blame one person or group for the problems caused by multiple factors - recognize structural constraints on individual’s choices and address them
Scapegoating
Critical-cultural and ethical perspective on health behaviors
- Issues for health promoters to keep in mind:
3. in portraying some conditions as undesirable, health promoters may inadvertently portray some people as undesirable - distinguish undesirable conditions from the people (EX: “addicts”, “alcoholics”)
Stigmatizing
People usually do not proceed directly from thinking about a problem to changing behavior and go through these stages instead:
1. pre-contemplation
2. contemplation
3. preparation
4. action
5. maintenance
Transtheoretical model
Transtheoretical model:
1. not aware of problem
pre-contemplation
Transtheoretical model:
2. thinking about a problem
contemplation
Transtheoretical model:
3. deciding to take action
preparation
Transtheoretical model:
4. making a change
action
Transtheoretical model:
5. sticking to the change for six months or more
maintenance
Designing the message:
- _: embodies the mood and personality of campaign
- question to ask:
1. An authority figure or friend?
2. A logical or emotional person?
3. How would audience respond to this person?
- source homophily
voice
Designing the message: Voice
- tendency to trust people who are similar to self more than others
source homophily
Designing the message:
- _: message may be framed with respect to potential gains and losses
- _: illustrates the advantages of performing the recommended behavior - “you will live longer, if you quit smoking”
- _: illustrates the disadvantages of not performing the recommended behavior
- _ are more effective at promoting preventative behaviors
- Gain vs loss frame
- Gain frame
- Loss frame
- Gain frames
Designing the message:
- _: telling a story to inform and/or persuade
narrative
- piloting
- gate keepers
- efficacy study
Piloting & implementing campaign
Piloting & implementing campaign:
- selecting members from the target audience to review the campaign materials and comment on them
piloting
Piloting & implementing campaign:
- people in the media and the community who decide what information will be publicized and how
gate keepers
Piloting & implementing campaign:
- involves exposing people to the campaign materials in a controlled environment such as a classroom or community center and evaluating their immediate responses
efficacy study
- pretest-posttest design
- observation
- reach
- specificity
evaluation methods
evaluation methods:
- survey people before the campaign is released and then survey them again afterward to see if the desired outcomes are obtained
pretest-posttest design
evaluation methods:
- rather than asking people to self-report on their own behaviors, directly observe their behaviors to determine whether the objectives are met
observation
evaluation methods:
- tally the number or people exposed to campaign messages
reach
evaluation methods:
- identify the type of people exposed to campaign messages
specificity
- encouragement
- incentives
- skills training
maintenance methods
maintenance methods:
- remind benefits of the health-promoting behavior and boost self-efficacy
encouragement
maintenance methods:
- provide immediate and tangible benefits to continue the health-promoting behavior
incentives
maintenance methods:
- teach necessary knowledge and skills to carry out the health-promoting behavior
skills training
Presentation: General rules & delivery
- presentation _
- larger fonts, minimum _
- _ only, and verbally expand
- spelling
- _ to support text, whenever appropriate
- consistent _ throughout (contrast)
- consistent (easy-to-read) _ and _ across slides
- consistent _ in heading and text
- slides
- 24
- keywords
- graphics
- color scheme
- fronts, bullet type
- capitalization
Presentation: General rules & delivery
- physical _
- _: intimate, personal, social, and public space
- _: stand straight & tall, feet apart, shoulders squared, relaxed & natural
- _: keep hand movements descriptive, in the “strike zone” when possible, if behind a lectern show hands
- _: use open palm gestures to build audience’s trust
- appearance
- proximity
- posture
- controlled movement
- gesture
