Post on 27-Dec-2015
Consumer Engagement: Consumer Engagement: The Memphis ModelThe Memphis Model
Dr. Teresa CuttsDr. Teresa Cutts
Program Director, Program Director, Research and Praxis, Research and Praxis,
Center of Excellence for Center of Excellence for Faith and HealthFaith and Health
Methodist LeBonheur Methodist LeBonheur HealthcareHealthcare
Healthy Memphis Common Healthy Memphis Common Table or HMCTTable or HMCT
Aligning Forces for Quality-Aligning Forces for Quality-RWJFRWJF
Performance Measurement & Performance Measurement & Public ReportingPublic Reporting
Provider Quality ImprovementProvider Quality Improvement Consumer Engagement Consumer Engagement
Learning CommunityLearning Community
Consumer Engagement Consumer Engagement Learning CommunityLearning Community
HMCT GoalHMCT Goal: : Help individuals become more Help individuals become more
active in their own health and the active in their own health and the health care services they receive, health care services they receive, to create a true partnership to create a true partnership between the patient and providerbetween the patient and provider
Health Literacy FocusHealth Literacy Focus
Consumer Engagement-Consumer Engagement-MemphisMemphis
Social Marketing ModelSocial Marketing Model– Planning & Strategy DevelopmentPlanning & Strategy Development– Channels and Materials for InterventionChannels and Materials for Intervention– Developing and Piloting Materials for Developing and Piloting Materials for
InterventionIntervention– Evaluation and Feedback Evaluation and Feedback – Community Messaging tailored to Community Messaging tailored to
specific cultural and educational levels of specific cultural and educational levels of each pop.each pop.
Consumer Engagement-Consumer Engagement-MemphisMemphis
Strategies include:Strategies include:– Conduct market research to identify health issues Conduct market research to identify health issues
and measures important to Memphisand measures important to Memphis– Align and leverage existing programs and funding Align and leverage existing programs and funding
when possiblewhen possible– Develop a simple communication campaign that Develop a simple communication campaign that
links themes with chronic health issues in the links themes with chronic health issues in the Mid-SouthMid-South
– Develop a core health literacy curriculum that is Develop a core health literacy curriculum that is consistent and simpleconsistent and simple
– Use multiple communication channels Use multiple communication channels
Consumer Engagement-Consumer Engagement-MemphisMemphis
Multiple Channels for CommunicationMultiple Channels for Communication– Strong media partnership with local Strong media partnership with local
newspapers and television stationnewspapers and television station– ““Family Matters” are featured weekly in Family Matters” are featured weekly in
Health section of local newspaperHealth section of local newspaper– Expert Bloggers, Reprints availableExpert Bloggers, Reprints available– Widely distribute health literacy materials Widely distribute health literacy materials
and curricula to churches, libraries, schools, and curricula to churches, libraries, schools, community centerscommunity centers
Consumer Engagement-Consumer Engagement-MemphisMemphis
Developed “Getting the Care that’s Developed “Getting the Care that’s Right for You” brochureRight for You” brochure for diabetes for diabetes education in low literacy formateducation in low literacy format
Piloted with numerous stakeholder Piloted with numerous stakeholder groups (FedEx, churches, Literacy groups (FedEx, churches, Literacy Council, others) Council, others)
Distributed to FedEx employeesDistributed to FedEx employees To be distributed through churchesTo be distributed through churches
Memphis-Lessons LearnedMemphis-Lessons Learned
One size does not fit all.One size does not fit all. Problems understanding health Problems understanding health
information increase as general information increase as general education level decreases.education level decreases.– Over 50% of Memphis adults report Over 50% of Memphis adults report
health literacy problems and more than health literacy problems and more than 50% read below the level needed for 50% read below the level needed for effective workforce participation.effective workforce participation.
Memphis-Lessons LearnedMemphis-Lessons Learned
Personal relationships are key to Personal relationships are key to effective learning for low literacy effective learning for low literacy populationspopulations– Patient-centered Medical Home Model Patient-centered Medical Home Model
emphasizes relationships, care within emphasizes relationships, care within a community context, such as a community context, such as approaches involving trusted approaches involving trusted community liaisons, patient community liaisons, patient navigators and familynavigators and family
Memphis-Lessons LearnedMemphis-Lessons Learned
In Memphis, health professionals are In Memphis, health professionals are still the most trusted messengers for still the most trusted messengers for health information, BUT faith leaders health information, BUT faith leaders are the next most trusted sourceare the next most trusted source– Memphis has over 2,000 faith Memphis has over 2,000 faith
communitiescommunities– The faith community is a trusted and The faith community is a trusted and
currently under-utilized vehicle for currently under-utilized vehicle for disseminating health informationdisseminating health information
Memphis: Land of the Memphis: Land of the Blues and Lots of Blues and Lots of
Church/FaithChurch/Faith
7 Hospital system7 Hospital system $1.2 Billion budget$1.2 Billion budget
Provides high percentage of all Provides high percentage of all indigent care in Tennesseeindigent care in Tennessee
Owned by the UMC Arkansas, Owned by the UMC Arkansas, Memphis, and Mississippi Memphis, and Mississippi Conferences Conferences
Congregational Health Congregational Health Network-CHNNetwork-CHN
Congregational Health Network or CHN of Congregational Health Network or CHN of Methodist LeBonheur Healthcare is Methodist LeBonheur Healthcare is seeking to align and leverage the faith seeking to align and leverage the faith communities in improving community communities in improving community quality of lifequality of life
Over 117 congregations (25,000 Over 117 congregations (25,000 members) have covenanted to partner members) have covenanted to partner with the hospital to improve the with the hospital to improve the health/well-being of allhealth/well-being of all
Congregational Health Congregational Health NetworkNetwork
Metaphor is the “health journey” of the Metaphor is the “health journey” of the church memberchurch member
CHN designed to build congregational CHN designed to build congregational engagement and healthcare delivery engagement and healthcare delivery via patient-centered care pathways in via patient-centered care pathways in the church/community (healthcare the church/community (healthcare delivery system) and brief stays in the delivery system) and brief stays in the hospital (disease care delivery system)hospital (disease care delivery system)
CHN
Caregiving model integrated with clinical care
Decrease the fear, friction and disconnection inherent in hospitalization
Build out ancillary/volunteer staff model in the community: webs of trust
Congregational Health Congregational Health NetworkNetwork
Bi-weekly Covenant Committee Bi-weekly Covenant Committee (pastor-driven) designed 5 patient-(pastor-driven) designed 5 patient-centered care pathwayscentered care pathways– Education Education – PreventionPrevention– Treatment Treatment – InterventionIntervention– AftercareAftercare
CHN: Employment CHN: Employment Recruitment and Bonuses Recruitment and Bonuses
to to ChurchesChurches
Congregational Health Congregational Health NetworkNetwork
INNOVATIVE STRATEGIESINNOVATIVE STRATEGIES New in-hospital jobs to support church New in-hospital jobs to support church
liaisons: MLH hired 4 Navigatorsliaisons: MLH hired 4 Navigators CHN provides micro-grants to CHN provides micro-grants to
churches and community partners to churches and community partners to support already existing worksupport already existing work
Align/leverage already existing assetsAlign/leverage already existing assets
Congregational Health Congregational Health NetworkNetwork
INNOVATIVE STRATEGIES-CONTINUEDINNOVATIVE STRATEGIES-CONTINUED CHN gives back to churches by CHN gives back to churches by
offering perks to clergy leaders offering perks to clergy leaders (education like CPE, healthcare, (education like CPE, healthcare, discounts)discounts)
CHN gives back to churches by CHN gives back to churches by offering preferential job opportunities offering preferential job opportunities and human resource training to church and human resource training to church membersmembers
CHN: Clergy Health CHN: Clergy Health Discounts and Discounts and
Offerings/DiscernmentOfferings/Discernment
Congregational Health Congregational Health NetworkNetwork
CHN INNOVATION CONTINUEDCHN INNOVATION CONTINUED Collaborative work with already existing Collaborative work with already existing
groups (e.g., Church Health Center, groups (e.g., Church Health Center, Health Ministry Network, managed care Health Ministry Network, managed care groups, Service Learning, School of groups, Service Learning, School of Servant Leadership)Servant Leadership)
Academic partners help craft evidence-Academic partners help craft evidence-based best practice models (UTHSC, based best practice models (UTHSC, MTS, U of Memphis)MTS, U of Memphis)
Organic Growth Sprouts Organic Growth Sprouts with Unlikely Partnerswith Unlikely Partners
Cerner Electronic Medical Record Cerner Electronic Medical Record
Cigna Community GrantsCigna Community Grants
Merck PharmaceuticalsMerck Pharmaceuticals
Health Ministry Network (Parish Health Ministry Network (Parish Nurses)Nurses)
TLC-Memphis Managed TLC-Memphis Managed Care: Cricket Phone Care: Cricket Phone
Service and Service and Prevention EffortsPrevention Efforts
Congregational Health Congregational Health NetworkNetwork
CHN INNOVATION CONTINUEDCHN INNOVATION CONTINUED Impact measured in hospital from Electronic Impact measured in hospital from Electronic
Medical Record (compare CHN vs. non-CHN Medical Record (compare CHN vs. non-CHN patient on disease care piece of “health patient on disease care piece of “health journey”)journey”)– Decreased length of stayDecreased length of stay– Increased patient satisfactionIncreased patient satisfaction– Increased Advanced DirectivesIncreased Advanced Directives– Decreased percentage of outliers beyond average Decreased percentage of outliers beyond average
length of staylength of stay
Congregational Health Congregational Health NetworkNetwork
Data sets for comparisonData sets for comparison– EMR data, comparing CHN to non-CHN members EMR data, comparing CHN to non-CHN members
on quality metrics, balanced scorecard, etc. on quality metrics, balanced scorecard, etc. (CHN screen)(CHN screen)
– CHN Monthly Activity Report (aggregate from all CHN Monthly Activity Report (aggregate from all participating liaisons)participating liaisons)
– Aggregate data from participating health fairs Aggregate data from participating health fairs (e.g.,percentage screened with HTN)(e.g.,percentage screened with HTN)
– Census data prevalence trends for proximal zip Census data prevalence trends for proximal zip codes (disease specific) codes (disease specific)
Congregational Health Congregational Health NetworkNetwork
CHN INNOVATION CONTINUEDCHN INNOVATION CONTINUED Use of African Religious Health Assets Use of African Religious Health Assets
Mapping Programme (ARHAP) to Mapping Programme (ARHAP) to make visible community and church make visible community and church assets and leverage their workassets and leverage their work
Public “ownership” and transparent Public “ownership” and transparent sharing of data and modelssharing of data and models
Community engagement strategy Community engagement strategy
Congregational Health Congregational Health NetworkNetwork
What’s Next? Continued Transparency!What’s Next? Continued Transparency! Measurement of impact from EMRMeasurement of impact from EMR Put flesh and bones on care pathways models-Put flesh and bones on care pathways models-
work out the “bugs”work out the “bugs” Further religious health assets mapping-leads Further religious health assets mapping-leads
to true community-based participatory to true community-based participatory research effortsresearch efforts
Find a way to measure the economic impact of Find a way to measure the economic impact of “Love Economy” : Priceless!“Love Economy” : Priceless!
May add the Indigent Hospital….May add the Indigent Hospital….
Health Literacy in Faith Health Literacy in Faith CommunitiesCommunities
Partner with faith communities:Partner with faith communities:– Tap congregational intelligence to develop, Tap congregational intelligence to develop,
tailor, disseminate, teach and translate health tailor, disseminate, teach and translate health information materialsinformation materials
– Share message from the pulpit: Walk the walk Share message from the pulpit: Walk the walk and talk the Talkand talk the Talk
– Leverage trusted liaisonsLeverage trusted liaisons– Chronic Care Model adapted to faith community Chronic Care Model adapted to faith community
settings: corollary to small groups in the clinic settings: corollary to small groups in the clinic for disease self-managementfor disease self-management
Center of Center of Excellence Excellence in Faith in Faith and and Health-Health-MLHMLH Not about Not about
programs or programs or disease du disease du jour...jour...
BUT, BUT, COMMUNITY COMMUNITY CHANGE CHANGE
and and TRANSFORMTRANSFORMATIONATION
cuttst@methodisthcuttst@methodisthealth.org; ealth.org; (901)516-0593(901)516-0593