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Engaging Patients Through Coaching. Robyn Fulkerson, MBA Robyn.fulkerson@sykes.com @ rfulkerson. Who is Sykes Assistance? . Health/Coaching Service Area. SAS Clinical Contact Centre Site. Established in 1955 Division of SYKES Enterprises , US NASDAQ:SYKE 900 Canadian employees

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engaging patients through coaching

Engaging Patients Through Coaching

Robyn Fulkerson, MBA

Robyn.fulkerson@sykes.com

@rfulkerson

who is sykes assistance
Who is Sykes Assistance?

Health/Coaching Service Area

SAS Clinical Contact Centre Site

  • Established in 1955
  • Division of SYKES Enterprises, US
    • NASDAQ:SYKE
    • 900 Canadian employees
    • 50,000 employees globally

2

carecoach model
CareCoach® Model

Case-based coaching

Evidence-based behavioral models

Clinical oversight and escalation

24/7 inbound support

Referral networks

6

service evolution
Service Evolution

Motivational Interviewing

Participant led goals

Case approach

24/7 support

  • Symptom Assessment
  • Prescriptive goals
  • Call centre approach
  • 24/7
smoking cessation outcomes
Increased client engagement

Increased provider referrals

Improved client insights

Redefined cultural requirements

Smoking Cessation Outcomes
slide10

Rural Metabolic Syndrome Remote Monitoring

DrRobert Petrella et al, Lawson Health Research Institute

learnings participant engagement
Learnings: Participant Engagement
  • Health decisions are made outside office hours
  • We all have lives
  • Cool is as cool does
  • Don’t love em and leave em