Community-Based Outreach: Strategies for Open Enrollment and Beyond

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1 Community-Based Outreach: Strategies for Open Enrollment and Beyond Indiana Primary Health Care Association ANNUAL CONFERENCE HEALTH OUTREACH PARTNERS Tuesday, May 3, :00am-12:00pm

2 Health Outreach Partners WE SUPPORT HEALTH OUTREACH PROGRAMS by providing training, consultation, and timely resources. OUR MISSION IS TO BUILD STRONG, EFFECTIVE, AND SUSTAINABLE HEALTH OUTREACH MODELS by partnering with local community-based organizations across the country in order to improve the quality of life of low-income, vulnerable and underserved populations. WE SERVE Community Health Centers, Primary Care Associations, and Safety-net Health Organization 2

3 Facilitators Caitlin Ruppel Associate Project Manager Liam Spurgeon Associate Project Manager 3

4 Learning Objectives Participants will be able to Understand the role of community-based outreach in reaching uninsured and underserved populations; Use the National Outreach Guidelines to develop a wellrounded, comprehensive outreach program; Identify at least one outreach strategy that will give their organization an edge at attracting and retaining patients. 4

5 ICEBREAKER

6 What is Outreach? What comes to mind when you think of the term Outreach? Outreach worker expertise Experience in the community Partnerships, connections, awareness of trends. How does it relate to Outreach & Enrollment Specifically? New money and new focus on outreach with the ACA The eligible and uninsured how can they be reached? 6

7 HOP s Definition of Outreach The process of improving people s quality of life by Facilitating access to quality health care and social services Bringing linguistically and culturally responsive care directly to the community Providing health education 7

8 HOP s Definition of Outreach The process of improving people s quality of life by Helping people to become equal partners in their care Increasing the community awareness of the presence of underserved populations 8

9 Why Community Outreach? Community outreach is vital to accomplishing your O/E goals, and contributes to the overall goals of your health center. Simply getting insured is not enough. Health education Appropriate utilization Preventative care Health literacy But what can you do? 9

10 NATIONAL OUTREACH GUIDELINES For Underserved Populations

11 National Outreach Guidelines Introduction 2000: Farmworker Outreach Program Guidelines 2012: Collaborated with 4 national organizations and a national advisory panel to produce the National Outreach Guidelines (NOG) Customizable resource 11

12 Person-Focused Guidelines Access to Care Health Education Outreach-Centered Case Management Behavioral Health Support Clinical Outreach Eligibility Assistance Courtesy of Montana Migrant and Seasonal Farmworker Council, Inc. 12

13 Community-Focused Guidelines Community-Based Outreach Advocacy Community Collaboration Courtesy of Sea Mar Community Health Centers 13

14 Program-Focused Guidelines Program Planning Evaluation Courtesy of Shawnee Health Service 14

15 OUTREACH CASE STUDIES

16 Community Collaboration Definition The Outreach Program will work to build strong partnerships with and among health and social service organizations frequently accessed by underserved populations Strategies Promote and/or coordinate large scale community events Build strong relationships with leaders among underserved populations Create community awareness about the needs of underserved populations 16

17 Redwood Community Health Coalition & Healthy Kids Sonoma County Network of community health centers Partnership to engage in schoolbased outreach and enrollment Use of emergency card information to identify eligible but uninsured children and families Start small and grow 17

18 Access to Care Definition The Outreach Program will connect underserved populations to the local health and social service delivery systems Strategies Build and maintain trusting relationships with underserved communities Provide frequent face-toface opportunities to meet where community members live, work and spend time Facilitate communication between underserved populations and local service providers 18

19 ACCESS TO CARE CASE STUDY

20 Outreach-Centered Case Management Definition The Outreach Program will conduct basic case management activities in outreach settings Strategies Routinely research community agencies to document available services Facilitate referrals to appropriate health and social services Track interagency referrals and monitor client status to ensure continuity of care 20

21 OUTREACH-CENTERED CASE MANAGEMENT STUDY

22 Changing Landscape of Healthcare Affordable Care Act enacted in 2010 Indiana Medicaid Expansion in Feb Lots of newly insured, many for the first time People have options How do you retain your current patients and attract new patients? Becoming a Health Center of Choice 22

23 Health Center of Choice In this changing healthcare landscape, there is a movement towards proven value & population health Emphasis on accomplishing the Triple Aim Improve Patient experience of care Improve Overall health of populations Decrease Per capita costs of health care 23

24 Health Center of Choice Role of the outreach worker Value on community health, and what better place to start? Established partnerships Recognized presence in the community Personal relationships Cultural & linguistic competency One key strategy to focus on customer service 24

25 Customer Service Patients have a choice and excellent customer service should be a priority Inspires trust Not only important for providers, but should be an effort from all staff Customer service is at the core of being patient-centered Culturally competent, responsive care Meets the mission and the margin 25

26 Cstomer service Customer service becoming a big priority at health centers Not just personal-level: Team and Organizational level, too HOP s Training Curriculum Understanding Customer Service in Healthcare Knowing your Customers The Role of Culture in Customer Service Practicing Customer Service Making Customer Service a Priority 26

27 THANK YOU!

28 Caitlin Ruppel Liam Spurgeon Tel:

29 HOP Wants to Hear from You! Are you an outreach/enrollment worker and would like to share you experiences with us? HOP is starting an outreach blog to highlight the great work done by people just like you! If you are interested in participating in a brief interview (5-10) minutes during the conference, please remain in the room and speak to Caitlin and Liam to set up a time! 29