2/3/2016 WHAT IS CAREMESSAGE WHY TEXT MESSAGING. Driving Better Health Outcomes with SMS February 8, 2016

Transcription

1 Driving Better Health Outcomes with SMS February 8, 2016 WHAT IS CAREMESSAGE CareMessage is a San Francisco-based nonprofit that empowers healthcare organizations to improve health literacy and self-health management while fostering more efficient care delivery. WHY TEXT MESSAGING Text messaging usage is 2-4x higher in lower income, less educated populations, and has a 99% open rate USAGE BY INCOME LEVEL USAGE BY EDUCATION LEVEL Mean # of SMS Sent/Received per Day <$30K $30K 50K $50K-75K $75K+ Income Level Mean # of SMS Sent/Received per Day Less than HS HS Diploma Some College Education Level SOURCE: Smith, A., Americans and Text Messaging Pew Research Center. Sept 2011 College+ 3 1

2 OUTCOMES APPOINTMENT & EVENT REMINDERS GROUP OUTREACH & SURVEYS HEALTH EDUCATION PROGRAMS PRODUCT OVERVIEW CareMessage's patent-pending mobile engagement programs enable providers to fundamentally transform disease management SUPPORT Guide patients through the process of managing a difficult chronic health condition. EDUCATE Provide patients with individualized educational programs tailored to their current health needs. EMPOWER Give patients the tools and education they need to take control of their own health- care. To see an interactive overview of our programs including more sample messages and our design process, visit 5 KEY DIFFERENTIATORS 1. SMARTER ENGAGEMENT Our patent-pending software pushes the boundaries of automated disease management to create smart, personalized feedback loops. 6 2

3 PROGRAMS Our hand-crafted disease management programs are designed for low-income populations CAREMESSAGE PROGRAMS ARE DESIGNED WITH THE SPECIFIC CHALLENGES OF EACH CONDITION IN MIND AND ARE CUSTOMIZABLE TO MEET THE NEEDS OF YOUR POPULATION. TYPE 2 DIABETES TYPE 1 DIABETES SMOKING CESSATION NUTRITION EXERCISE DEPRESSION ASTHMA HIV HYPERTENSION HIGH CHOLESTEROL MATERNAL HEALTH CONGESTIVE HEART FAILURE PATIENT STORIES TOMASA C. Hotel Worker, Married with two kids ON MOBILE TEXT MESSAGES It helps me when I get the messages. Sometimes it only takes one word if you're down to elevate yourself. 8 THANK YOU 9 3

4 REDUCED NO-SHOWS A Harvard Medical School affiliated medical practice 1.8 X Uninsured patients enrolled in CareMessage were 1.87 times more likely to attend their appointment Preliminary data suggests that reminders may reduce the Clinic s no-show rates. We plan to expand this pilot by offering CareMessage to all CCC-Chelsea patients. Citation: Barrett F et al. "Pilot of a Mobile Appointment Reminder System in a Underserved Population at a Student-Faculty Collaborative." Harvard Medical School. [Abstract] Community Health Clinic in Brenham, TX 20% Reduced no-shows by 20% (relative to baseline) after implementing CareMessage I like to be able to make a quick personal contact with a patient about an issue or information. I like that they can reply to text and they feel like they have had a personal time with you in only a few seconds. - Deborah, Nurse Practitioner 10 IMPROVED FOLLOWUP WITH CARE A Managed Medicaid Health Plan based in Alameda County, CA 2 X Doubled their ability to reach members to help them with Medicaid re-enrollment utilizing CareMessage over traditional modes of outreach (phone calls, letters etc.) [The results are] encouraging...here was a high rate of individuals with usable cell phone numbers who did indicate that they needed help with their enrollment. - Kristin, Enrollment Coordinator >40% Large Federally Qualified Health Center in Los Angeles saw a >40% recall rate for patients that had been dropped off their eligibility list (403/1001, 40.26%), compared to a 15% baseline recall rate. This is projected to result in >$40,000 in additional reimbursement revenue for the health center, along with improved health outcomes for patients that are seen at the health center. 11 INCREASED PATIENT ENGAGEMENT/BEHAVIOR CHANGE 94% 71% A Packard Foundation-funded evaluation at a free clinic in San Francisco of diabetic and hypertensive patients reported that CareMessage helped them better manage their health of participants reported sharing the text messages with family and friends Stanford-led and NIH-funded pilot study 94% of sedentary patients increased their physical activity over the study period (based on accelerometer data) using CareMessage In short, it has been a great experience for our patients to be more linked in to their home clinic on appointments, health education tips regarding their chronic disease and knowledge on different programs that we offer. This works well for our population who live busy lives and don't always have time to answer their phones. - Jaime, Care Coordinator This pilot demonstrates feasibility of text messaging with our target population, the acceptability of the format, the technological capability of our partner, and the value of refining content to facilitate use by the target population. Citation: King, A et al. Innovative Physical Activity Interventions for Overweight Latinos. Stanford University. Grant #: 1R01DK A1 12 4

5 STAFF TESTIMONIALS I am getting a lot less panic phone calls because people are calling to reorder [medications] when they get the reminder text. -- Prescription Assistance Staffer, Community Health Clinic (Brenham, TX) First, let me say how much we like the product. CareMessage is easy to use, efficient and well received by the patient we remain excited about the opportunities that CareMessage affords us for collecting data, conducting surveys and, best of all, communicating directly with our patients. -- Susan White Wood, Program Director, Ventura County Ambulatory Care (Ventura, CA) A diabetic patient new to insulin regimen was struggling to remember to check blood sugar and use his insulin on a consistent basis. I offered to set up the text to send him messages three times a day for two weeks, to see if we could get a routine established. He agreed. Today I called him to see how that was going. He said "I have not missed one time with your texts. I even hurried up to get it done last night so I could beat the text. Thanks for helping me with this, I feel better and my sugar is better -- Community Health Clinic (Brenham, TX) 13 STAFF TESTIMONIALS The best recommendation for CareMessage comes from our patients, who really appreciate the ease of responding to the text message appointment reminders. They don't have to remember to call the clinic if they can't make their appointment; they just text no." This ease of use has resulted in our no-show rate dropping by half--from 30% to 15%. CareMessage gave us the opportunity to reach our patients in a new way. By giving patients the opportunity to text their providers, patients have an opportunity to share unflattering values, such as number or days exercised or blood sugar levels, without the fear of criticism. -- Jenn Petersen, Care Manager, Siouxland Community Health Center (Sioux City, IA) Plus we know in advance which patients are not coming, so we can use those slots for same-day appointments for patients with acute issues. And we no longer have to use precious volunteer time to make reminder calls. CareMessage sends the text, then follows up with a call if needed. When we made reminder calls, we only reached 20-25% of our patients; now we are reaching a much higher percentage. -- Teresa Brittain, Executive Director, Free Medical Clinic of Oak Ridge (Oak Ridge, TN) I love CareMessage and it has saved me countless hours of time. Our patients love the reminders and are more apt to respond. -- Moore Free Care Clinic (Southern Pines, NC) 14 PATIENT STORIES TOMASA C. Hotel Worker, Married with two kids ON MOBILE TEXT MESSAGES It helps me when I get the messages. Sometimes it only takes one word if you're down to elevate yourself. 15 5