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Texting Works! Finding People Infected with an STD via Free Google Voice Texting. Please call in for audio U.S. & Canada: 1-866-740-1260 Access Code: 2011408. House Keeping Presentation ≈ 45 min Question & answer ≈ 15 min
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Texting Works!Finding People Infected with an STD via Free Google Voice Texting Please call in for audio U.S. & Canada: 1-866-740-1260 Access Code: 2011408
House Keeping Presentation ≈ 45 min Question & answer ≈ 15 min This Webinar will be recorded and made available through our websites along with copies of the slides. www.sharedaction.org & www.sharedactionhd.org Please use the chat feature to ask questions.
Funded by The Centers for Disease Control and Prevention (CDC) to provide FREE trainings and one-on-one technical assistance for Health Departments on: • Evidence-Based Interventions (EBIs) and Public Health Strategies • Monitoring and Evaluation. • Organizational Infrastructure and Program Sustainability
Acknowledgements • AIDS Project Los Angeles • Center for HIV Identification, Prevention, and Treatment Services—UCLA • The Centers for Disease Control and Prevention
Texting Works!Finding People Infected with an STD via Free Google Voice Texting Disease Intervention Program Multnomah County Health Department 8/24/2012
Golden Rules • Text messaging are not secure! • Subject to public records retention laws! • Phone Call first! • The purpose of sending a text message is to engage the individual in a voice call or face-to-face conversation • Protected health information (PHI) must never be sent via text messaging.”
24% texted(n = 497) 64% responded(n = 318) 2065 cases(GC, HIV, Early Syphilis) Data from Jan 2011 - August 23rd 2012
1558 Texted 23% 65% 28% 61% 498 Cases Responded Response by Gender Male Female
1534 Texted 23% 64% 23% 68% 28% 68% 231 300 Cases Responded Response by Disease Gonorrhea HIV Early syphilis
61% Texted 24% 62% 69% 24% 24% 24% 63% 444 831 295 463 Cases Responded Response by Age Group 1 - 20 21 - 30 31 - 40 41 - 60
1209 Texted 24% 67% 23% 58% 24% 75% 425 184 Cases Responded Response by Race/Ethnicity White African-American Hispanic
1083 Texted 23% 72% 25% 55% 980 Cases Responded Comparison: MSM vs. Non-MSM MSM Non-MSM
Texted 19% 57% 29% 71% 745 803 Cases Responded Comparison: Jan 1st to August 23 2011 2012
Next Steps “Google Voice” beta testing started 6/2012 • Reduce cost • Reduce Entry Barriers • Simplify the process
Google Voice Tips Use your Google Voice task list to store the canned messages that have been approved by your program.
Why Google Voice? • We rely on texting for partner notification. • We have texted 497 clients and 64% have responded. • Google voice provides the same capacity as a smart phone with zero cost! (Lynn George Informatics Manager)
Why Google Voice? Phones are: • Costly • Cell phone texting may lead to repetitive motion injuries such as Carpal Tunnel Syndrome • Sending a large number of texts via cell phone is inefficient and time consuming. (Lynn George Informatics Manager)
Goal of our Beta Test • Reduced texting costs: • Improved ergonomic safety for staff: • Increased texting business practice speed and efficiency: (Lynn George Informatics Manager)
Google Voice Tip • Each DIS team can use one Google voice account • You can add a note to any text that was sent or received!
Google Voice Procedure • Texts are an effective method for contacting individuals that are difficult to reach and do not respond to phone calls. • Texts are not secure and are subject to public records retention laws. • Staff should limit texts to clients who don’t respond to phone calls.
Google Voice Tip Use a “canned” approved message, add phone number, clients name and your name to message.
Google Voice Procedure The purpose of sending a text is to: • Engage the individual in a voice call or face-to-face conversation. • Or to inform them of an appointment time or meeting place or missed appointment. • Protected health information (PHI) must never be sent via text messaging. References: http://www.ncsddc.org/upload/wysiwyg/documents/IGE.pdf
Procedure for texting clients via Google Voice • Texts carry the same risks as voicemails. • Messages may be viewed by other people • Use only approved messages
Procedure for texting clients via Google Voice • Confirm the correct number before texting! • Send all texts using Google Voice Text via the account and number that is assigned to the user • All texts will be documented and stored by Multnomah County in accordance with record retention requirements.*
Procedure for texting clients via Google Voice • Clients must be informed to never send PHI to Multnomah County via text • Do not erase any texts • Be prepared to respond immediately
Procedure for texting clients via Google Voice • If the individual responds with a text, respond with another text asking them to call you. • Be aware of the tone of your text. It is extremely difficult to discern tone in text messages. Remain professional at all times. • Texts are limited to 160 characters. Most carriers will split up an oversized message.
Procedure for texting clients via Google Voice • Some people don’t have text plans and may be charged more. • Texting should cease once contact is made with the individual or as soon as the case investigation is completed. • You must first obtain the client’s written consent, unless as part of a DIS case investigation.[1] • Personal texting with clients is strictly prohibited.
Example of text that may be used • I am Jane Doe with Multnomah County and I need to speak with you. Please call me as soon as possible at 503-988-xxxx. • I am with Multnomah County and I have important information regarding your personal health. Please call me as soon as possible at 503-988-xxxx. • I am with Multnomah County and I have information regarding an urgent health matter. Please call me at 503-988-xxxx. • I have made numerous attempts to contact you. It is very important that we talk. Please call me at 503-988-xxxx.
Responding to text messages • If a client responds to your text with a text, use an approved message to encourage the client to call you. • Never respond to a text from an individual that contains PHI. • Instead, send a new text to encourage the individual to call you.
Sample responses to text messages • I am not able to give you specific information in a text message. Please call me at 503-988-3780. • I can tell you more when you call. Please call me at 503-988-3780. • This is urgent and needs your immediate attention. Please call me at 503-988-3780. • The information I have for you is confidential. I can tell you more when you call. Please call me at 503-988-3780. • [Or ask your supervisor or manager for guidance.]
Documentation All texts must be documented in the client’s/contact’s record via the STD Database, including texts related to: • Contact attempts • Appointment reminders • Missed appointments
Conclusions Testing can improve DIS outcomes. • 60%+ of clients were able to be interviewed after not responding to a phone call and before a mailouts or field visit. • Using Google Voice can reduce or eliminate barriers to entry, no cost.
Citations • Kachur R, Adelson S, Firenze K, et al. Reaching patients and their partners through mobile:text messaging for case management and partner notification [letter]. Sex Transm Dis 2011;38:149 –150. • National Guidelines. Text messaging for partner notification. Available at:http://www.stdpreventiononline.org/index.php/resources/download/1300. Accessed November 2011. • Evidence Supporting the Use of Text Messaging for Partner Services • Mendez, Juan; Maher, Julie Sexually Transmitted Diseases. 39(3):238-239, March 2012.doi: 10.1097/OLQ.0b013e3182471b31
Additional information Juan Mendez MA DIS Program Coordinator 503-988-3702 juan.a.mendez@Multco.us Special Thanks: Cesar Pecori CHS2 (Graphic Artist) Lindsay Jenkins (Research Analyst) Lynn George (Informatics Project Manager) For their help and support in this project!
Q andA For future webinars or CBA services Oscar Marquez 213.201.1641 www.sharedaction.org
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