Page 14 - QAP Manual 2020

Encouraging Participation

At times you may need to convince people of the value of participating in the QA process. This
may be challenging. Here are some tips in securing cooperation:

 Persistence pays off. Some people will display an initial reluctance to participate, but can be
convinced by a winning “sales pitch”. It always helps to explain the purpose, and the
expectation that whatever is learned will influence system wide changes intended to
benefit consumers and families.

 Be honest. If a consumer (or other informant) asks how long it will take to complete the
interview, answer honestly. Most interviews average 45 minutes. It may take longer; if the
person wants to talk about something at some length, or if the person needs some sort of
accommodation (e.g. interpreter, communication device).

 Address Concerns. Figure 1 shows some ways of dealing with refusal attempts. Be honest
and direct, and encourage that person to participate by emphasizing the importance of the
interview and of learning from the person’s experience and opinions.

 Be Respectful and “know when to say when”. Consumers may decline to participate, but
we hope that the vast majority will participate in the interview process. We must respect
each consumer’s right to refuse to be interviewed. Stress the benefits; respond to
concerns; be persistent; but… don’t be obnoxious. If the consumer declines to be
interviewed, and if the reluctance is strongly felt, do not go forward and do not express
frustration or resentment. Simply thank the person for their time.

FIGURE 1

POSSIBLE RESPONSES TO REFUSAL ATTEMPTS

Too Busy Sorry to have caught you at a bad time. I would be happy to check
back later. When would be a good time for us to talk in the next
few days?

Bad health I’m sorry to hear that. I would be happy to call back in a day or two
when you may be feeling better. Would that be okay?

Too old, too young, too Your own opinion about your life is very important. We
disabled. want to be sure that everyone has an equal chance to
express themselves and to report their experiences. We
really want to hear what you have to say as it may help to
make positive changes to the system.