Rebecca, Claire, Isadora, Therese, Caroline, Cara, Jenny (and Cass) 4/13/2017

Transcription

1 Client Priorities Project Rebecca, Claire, Isadora, Therese, Caroline, Cara, Jenny (and Cass) 4/13/2017

2

3 How can we better understand what HCI clients are working on?

4 How can we better understand what HCI clients are working on? Which health issues are prioritized the most?

5 How can we better understand what HCI clients are working on? Which health issues are prioritized the most? Can HCI provide more focused services and technology?

6 How can we better understand what HCI clients are working on? Which health issues are prioritized the most? Can HCI provide more focused services and technology? How can we enhance client to client interaction?

7 Client Priorities Project Goals Understand clients and enhance client to client interaction Provide more focused services & technology Retain and expand client revenue

8 Objective 1: Connect clients with similar priorities/initiatives

9 Objective 2: Identify opportunities for new service (e.g. develop priority-specific solutions for current and prospective clients)

10 Objective 3: Implement thought leadership marketing

11 How do we get there? Phase I: Create an inventory of client priorities Phase II: Select one priority area & identify common themes from programs being implemented Next Steps: Act upon findings; Research other priority areas

12 Phase 1: Create inventory of client priorities. Identify top 3 priorities.

13 Which health issues are prioritized the most?

14 We reviewed assessments from 287 organizations

15 Sector Breakdown CBOs and Foundations Health 6% Departments 10% Healthcare Providers 84%

16 Harmonization of health topics

17 How many priorities are typical? Average Median Lowest Highest

18 How many priorities are typical? Average 3.8 Priorities Median Lowest Highest

19 How many priorities are typical? Average 3.8 Priorities Median 3 Priorities Lowest Highest

20 How many priorities are typical? Average 3.8 Priorities Median 3 Priorities Lowest 1 Priority Highest

21 How many priorities are typical? Average 3.8 Priorities Median 3 Priorities Lowest 1 Priority Highest 17 Priorities

22 Which health issues are prioritized the most?

23 Top 3 Priorities Exercise, Nutrition & Weight Access to Health Services Mental Health & Mental Disorders

24 10 Most Common Prioritized Needs Exercise, Nutrition, & Weight Access to Health Services 57% 61% Mental Health & Mental Disorders 52% Substance Abuse 41% Diabetes 29% Heart Disease & Stroke 24% Cancer Maternal, Fetal & Infant Health 17% 20% Older Adults & Aging Education 9% 9% 0% 10% 20% 30% 40% 50% 60% 70%

25 Phase 2: Select one priority area and identify common themes from programs

26 Exercise, Nutrition, & Weight has a robust inventory of research

27 Access is too broad and varying Coordination of Care Access to Primary Care ACA Efforts Understanding insurance coverage and care options Overcoming Barriers to Good Health Access to Behavioral Health (including Homeless People) Dental Care Poor Access to Oral Health Care Health Equity and Access Increase access to coordinated care, culturally and linguistically appropriate across the continuum Medication Assistance Social Determinants of Health Paramedicine Program Access to Preventive Services Health Literacy, Education & Awareness Health in All Policies Overuse of Emergency Departments Access to Care, Financial Healthcare Navigation & Literacy Health Literacy Poor Access to Mental Health Services

28 Why Mental Health? Increasing national attention Need for research and dialogue Affects multiple dimensions of health

29 Phase 2: What we ve learned so far

30 Pilot Stage Contact a number of clients / partners to conduct phone interviews around mental health programs Were able to connect with 6 programs from 4 distinct HCI clients Develop a collection tool to record information What information do we think we need to collect? What can we collect in advance? How can we get the information we need without putting too much effort on the client?

31 Who we Interviewed Program Name Client Program Description The Living Room Youth Suicide Prevention PSA Mental Health First Aid Health Information Exchange accessed during jail booking Community Memorial Foundation (IL) Community Memorial Foundation (IL) Community Memorial Foundation (IL) Coastal Georgia Indicators Coalition (GA) A community center that offers wellness classes for the general public, but also provides mental health counselors for those in need (and keeps those in acute need from going to the ER). A 20-second video clip and campaign around youth suicide prevention; screened at local movie theatres, public access television, school television and social media NAMI as an organization has taught mental health first aid for ~40 years. Used not just to deescalate a situation, but also to provide tools and resources for individuals to help others experiencing mental health distress Law enforcement can access electronic medical records of people upon booking into jail and arrange a care navigator upon release Community Outreach Addictions Team (COAT) Mooresville Suicide Prevention Program Peninsula Regional Medical Center (Wicomico County Health Department, MD) Franciscan Health (IN) Peer support program for community members suffering an addictions crisis; provide a smooth transition from crisis to treatment and recovery services within the community Due to lack of behavioral health providers, they train professionals in nonprofit agencies to administer and train others in QPR (Question, Persuade, Refer) and Mental Health First Aid Training to be effective first responders during a mental health crisis

32 Preliminary Results Partnerships TYPES AND FREQUENCY OF COMMUNITY PARTNERS Other* 17% Schools 8% United Way 8% Food Pantries 3% Interview Quote: The program is a joint initiative between the Wicomico County Health Dept., Wicomico County State's Attorney's Office, Hospital 14% Local Non-Profits 11% Churches 6% Police/Sheriff 9% First Responsers 6% Wicomico County Government, Salisbury City Government, Wicomico County Sheriff's Dept. and numerous community partners to include health care entities, worship/community centers and behavioral health services. COAT Program (MD) Local Govt 9% Corrections/Prisons 9%

33 Preliminary Results Program Communication MODES OF COMMUNICATION/ADVERTIZING PROGRAM Interview Quote: Peers 29% Word of Mouth 22% Hospital Referrals 7% Word of mouth mostly. People didn t come knocking on our doors for mental health presentation. But now people know about NAMI and they now reach out to us for our presentations through word of mouth. For marketing, we had to dumb it down a little bit. Community initially thought it was only for mental health-field. But we had to work to show that this is for everyone hotels, airlines, libraries. It s not always as easy as it might seem because it s 8-hour trainings. Banks have been very receptive to being trained. Facebook/Interne t 21% Local Advertizing/Local Press 21% NAMI DuPage - Mental Health First Aid

34 Preliminary Results Internal Barriers COMMON INTERNAL PROCESS BARRIERS Already Existing Program to Replicate Data Sharing Follow-up Interview Quote: be able to get a fulltime person run this program. This is one of 8 programs I help run, needless to say this program could use a fulltime person. Program was less expensive than intended not actually spent money given we provide a lot of in-kind services. It will be funded next fiscal year, and hopefully funded at state level and expand throughout the state. Peers are paid they are not staffed 24/7, but are on-call 24/7 Staff Time COAT Program (MD)

35 Preliminary Results External Barriers EXTERNAL/COMMUNITY BARRIERS "Territorial" Community Partners Distrust Interview Quote: It s hard to convince people they might be Fear of Being Responsible Access/Lack of Behavior Health Providers the person capable of needing the training and encountering someone with those red flags. A lot of people don t want to have to deal with knowing red flags and securing champions to be intermediary. Convincing people it s better to try than not try. NAMI DuPage - Mental Health First Aid Stigma

36 Next Steps: Phase 2 Continuation Finalize interviewing and data collection process Continue interviews with all clients who prioritized mental health

37 Discussion

38 Discussion activity Take the next 5 minutes to talk to the people around you (get into groups of 3 or 4) and discuss CPP objectives (listed below). Given what we ve learned today, how can we: Connect clients with similar initiatives? Identify opportunities for new services (e.g. develop priority-specific solutions for current and prospective clients)? Implement thought leadership marketing?

39 Next Steps

40 Next Steps: Phase 3: Act on Findings Disseminate findings and connect clients Promising Practices database Zendesk article to explain CPP White paper Topic-driven webinars and regional client meetings Develop new solutions and targeted marketing Priority-specific solutions for current and prospective clients Evaluation support for mental health Thought leadership marketing

41 Where can I get more info? Egnyte Download this presentation on Egnyte (Shared > All Teams > Internal Knowledge Sharing) (Shared > Client Services > Priorities Project) Google Drive Raw data collection spreadsheet Planning documents Project Team Rebecca, Isadora, Claire, Cara, Caroline, Therese, Jenny

42 Questions?

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