Consumer Health

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 How Can one be a wise
Health Consumer?

Why is the Ability to asses

valid health information,
products or services a
Critical Skill?
5 factors that influence
our consumer behavior
Need Price

Convenience

Desire

Quality
Consumer Behavior

 “The study of individuals, groups, or

organizations and the processes they use to
select, secure, use, and dispose of products,
services, experiences, or ideas to satisfy needs
and the impacts that these processes have on
the consumer and society.”

 This Definition is from Wikipedia.

10 Advertising Appeals
 Brand Loyalty Appeal

Technique used to convince you that one brand

is better than another.
10 Advertising Appeals
 False Image Appeal

Technique that tries to convince you will have a

certain image if you use their product.
10 Advertising Appeals
 Bandwagon Appeal

Technique to convince you that everyone is

using their product.
10 Advertising Appeals
 Humor Appeal

Contains something that will stick in your mind.

10 Advertising Appeals
 Glittering generality appeal

An exaggerated appeal that gets to your emotion.

10 Advertising Appeals
 Scientific evidence appeal

Uses data & surveys to convince you their product

is the best.
10 Advertising Appeals
 Progress Appeal

The new version!

10 Advertising Appeals
 Reward Appeal

Offers a special prize, gift or coupon.

10 Advertising Appeals
 Sex Appeal

Tries to convince consumer the brand will make them

attractive.
10 advertising Appeals
 Testimonial Appeal

Spokesperson (famous) names benefits of the

product or service
Advertising “Red Flags”
Diagnosis by Mail
 Will it really tell you what is wrong with you?
Testimonials
 A statement made by a person about a
product. Will the product really work?
What is Health
Information?
“Information in any form (oral, written or
otherwise) that relates to the past, present or
future physical or mental health of an
individual. That information could be created or
received by a health care provider, a health
plan, a public health authority, an employer, a
life insurer, a school or university or a health
care clearinghouse.”
Source:
 Partners Human Research Committee (PHRC)
healthcare.partners.org/phsirb/hipaaglos.htm
What is Health Literacy?

“The degree to which individuals have the

capacity to obtain, process, and understand
basic health information and services needed
to make appropriate health decisions.”
-- HP 2010: Health Communication

Source:
 HRSA Health Literacy Site
 http://www.hrsa.gov/quality/healthlit.htm
Consumer Rights &
Responsibilities

24
25 25League
LifeSmarts is a program of the National Consumers
“The best consumer is the educated
consumer.”

26
The Consumer Bill of
Rights
In 1962, President
John Kennedy spoke
to Congress. This call
to action resulted in
the Consumer Bill of
Rights.

27
John Kennedy,
1962

28
The Right to Safety

 Protection against
dangerous goods
and services.

29
Safety Responsibilities

 Use products and

services
appropriately and
for their intended
purpose
 Read and follow
directions

30
All state have seatbelt laws and most have
helmet laws. Why does the government have
an interest in requiring individuals to use
these safety devices?

LET’S TALK ABOUT IT…

31
The Right to Choose

 A selection of
options when
purchasing goods
and services

32
Choice Responsibilities

 Use purchasing
power to promote
fair business
practices
 Support laws that
encourage fair
competition in the
marketplace

33
How does advertising increase the
consumer right to choose?
How does advertising decrease the
consumer right to choose?

LET’S TALK ABOUT IT…

34
The Right to Be
Informed
 Reliable sources of
information about
product or service
performance,
quality and price

35
Informed
Responsibilities
 Seek information
before purchasing
 Use information to
make decisions
about where and
what to purchase

36
There are many sources of consumer
information.
When a consumer goes online, what criteria
should be used to identify reliable, honest
product information and ratings?

LET’S TALK ABOUT IT…

37
The Right to Be Heard
 Voice complaints
about products,
services and
business practices
 Expect to have
your concerns
addressed by
business and
government
38
Being Heard
Responsibilities
 Speak up when
you have a
problem or
concern
 Support rules
and regulations
that are
consumer
friendly
39
React—The right to be heard will disappear
if consumers do not use their voices.

LET’S TALK ABOUT IT…

40
The United Nations
Guidelines for Consumer Protection

In 1985 the United

Nations Assembly
adopted eight basic
consumer rights. These
included the original four
consumer rights signed
into law by JFK, plus four
additional rights intended
to strengthen consumer
protection worldwide.

41
The Right to Redress

 Fair settlement of
legitimate
disputes

42
Redress Responsibilities

 Ask for reasonable

and fair settlement

43
Consumer complaints are sometimes linked
with frustration and anger. Why is it
important that consumers not use anger
when trying to settle a dispute or complaint?
LET’S TALK ABOUT IT…

44
The Right to a Healthy
Environment
 Live and work in
an environment
that does not
threaten well-
being
 Business should
not pollute the
air, earth or
water
45
Environment
Responsibilities
 Become aware of
environmental
concerns
 Speak out for the
environment
 Reduce individual
waste and
pollution

46
React—This amendment should be added to
the Bill of Rights: “Americans have the right
to live and work in an environment that does
not threaten the well-being of present and
future generations.”

LET’S TALK ABOUT IT…

47
The Right to Service

 Be treated with respect

 Business responds
appropriately to consumer
needs

48
Service Responsibilities

 Be polite and
respectful in return
 Customer loyalty –
show appreciation
by frequenting
businesses that
provide good
service

49
Consumers have the right to expect
courteous service while in a store or other
business establishment. How is a teenager’s
customer service experience different from
an adult’s?

LET’S TALK ABOUT IT…

50
The Right to Consumer
Education
 Seek
information
and skills
needed to
make informed
decisions
 Monitor new
rules and
regulations for
the
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marketplace
Consumer Education
Responsibilities

 Find and use

consumer
information
 Stay informed
about marketplace
rules and
regulations
 Carefully evaluate
consumer choices
52
React—As the marketplace becomes more
complex, consumer education is essential
to navigate and understand consumer
rights and responsibilities.

LET’S TALK ABOUT IT…

53
Guarantee of Cure or Satisfaction

 This tells you the product will work or you

will get your money back!
Learning Targets
 Define the Consumer and the goods and
services they purchase.
 Identify the rights afford to consumers under
law
 Understand the responsibilities consumers
must exercise to help enforce their rights
 Identify many of the federal governmental
departments & agencies that help protect
consumers
 Discuss some of the newly proposed consumer
protections that are before lawmakers today
Consumer Rights
 The right to….
 Safety
 Information
 Choice
 Be Heard
 Redress
 Education
 A Healthy Environment
 Have Basic Needs Met
 But what do they all mean….?
Safety

 Right
 Protection from products and services that
are hazardous to their health.
 Responsibility:
 Use the product safely, following all safety
instructions and remaining alert for future
warnings.
Information

 Right
 Have provided for them information that
ensures all product statements are accurate
and truthful.
 Responsibility:
 Analyze and use information about products
wisely.
Choice

 Right
 A wide selection of goods and services at a
fair price
 Responsibility:
 Choose Carefully
Be Heard

 Right
 A voice in the creation of laws and the
development of good and services
 Responsibility:
 Express concern to those who can help
Redress

 Right
 Request money or other benefits as fair
compensation for a company’s mistake
 Responsibility:
 Make an effort to seek compensation for a
wrong
A Healthy Environment

 Right
 Live and work in an environment that does
not damage their health
 Responsibility:
 Make choices that minimize the
environmental impact of your purchase on
others.
Have Basic Needs Met

 Right
 Fundamental right to access food, water,
and shelter
 Responsibility:
 Consume sustainable so as not to prevent
others form meetings their own needs.
What is Information?

“(OMB Circular A-130) Any communication or

representation of knowledge, such as facts,
data, or opinions in any medium or form,
including textual, numerical, graphic,
cartographic, narrative, or audiovisual forms.”

Source:
 American Forces Information Service/U.S. Department of
Defense
dodimagery.afis.osd.mil/dodimagery/html/definitions.html
What is Health
Information?
“Information in any form (oral, written or
otherwise) that relates to the past, present or
future physical or mental health of an
individual. That information could be created or
received by a health care provider, a health
plan, a public health authority, an employer, a
life insurer, a school or university or a health
care clearinghouse.”
Source:
 Partners Human Research Committee (PHRC)
healthcare.partners.org/phsirb/hipaaglos.htm
What is Health Literacy?

“The degree to which individuals have the

capacity to obtain, process, and understand
basic health information and services needed
to make appropriate health decisions.”
-- HP 2010: Health Communication

Source:
 HRSA Health Literacy Site
 http://www.hrsa.gov/quality/healthlit.htm
 Health systems:
all the
institutions, people and
actions whose primary
purpose is to improve health.
WHO, 2000
OBJECTIVES

• Improving people’s health and well being;

• Responding to people’s expectations;
• Providing protection against the costs of ill-health.
Health systems: all the
institutions, people and
actions whose primary
purpose is to improve health.
WHO, 2000
 HEALTH SYSTEM ≠ HEALTH
SERVICES

• Health Services are the set of institutions

and programs that provide:
• Direct care to health and disease needs of
individuals; and

• Public Health Services for the protection of

collective health, (i.e. the health of
communities).
How to Access Health
Information,
Products, and Services
1.Identify health information, products,
and services you need.
– A health-care provider is a trained, licensed
professional who performs services that help
people maintain or restore their health status.
– A health service is the work performed by a
health-care provider.
How to Access Health
Information,
Products, and Services
1.Identify health information, products,
and services you need.
– A health product is something that is made
specifically to maintain or restore health.

– A health-care facility is a place people receive

health services.
How to Access Health
Information,
Products, and Services
2.Find health information, products,
and services.
– You usually can find information about health
topics in a doctor’s or a dentist’s office, at a
pharmacy, and at the grocery store.
– You can get health products from a health-care
provider, a pharmacy, or a grocery store.
How to Access Health
Information,
Products, and Services
3.Evaluate health information,
products, and services.
– Ask the following questions about health
information to determine its reliability:
• What is the source of the information?
• What are the qualifications of the person or group
providing the information?
• Is the information up-to-date?
How to Access Health
Information,
Products, and Services
3.Evaluate health information,
products, and services.
• Have reputable health-care professionals
evaluated the information?
• What is the purpose of the information?
• Does the information educate or merely appeal to
your emotions?
• How can you obtain additional information?
• Does the information make realistic claims?
How to Access Health
Information,
Products, and Services

3.Evaluate health information,

products, and services.
• Is the product or service worth the price?
• Is the product or service of high quality?
• What can I do about the product or service if I am
not satisfied?
• What do consumer agencies have to say about
the product or service?
How to Access Health
Information,
Products, and Services
4.Take action when health
information is misleading.
– There are laws that protect the public from
false advertising.
– Page 18
How to Access Health
Information,
Products, and Services
 Community emergency care
– An emergency is a serious situation that
occurs without warning and calls for
quick action.
– In many communities,
you can dial 911 to get
immediate help from
the fire department,
police, or emergency
medical services.
Health Resources

 When you need valid health

information, a health
resource can help with your
specific need.
• Valid health resources can
answer questions for you about
health products and support
services in their area of expertise.
Types of Health
Resources
 Governmental health resources
– Governmental health resources are agencies
that are established by the federal government
that oversee the health of
the nation.
Types of Health
Resources
 Health professionals groups
– Health professionals groups monitor the
training and ethics of health professionals so
that you know the doctor or other health
professional you see at a medical facility has
completed a program with the good of your
health as the focus.