Download
implementing and monitoring proactive referral program n.
Skip this Video
Loading SlideShow in 5 Seconds..
Implementing and Monitoring Proactive Referral program PowerPoint Presentation
Download Presentation
Implementing and Monitoring Proactive Referral program

Implementing and Monitoring Proactive Referral program

63 Views Download Presentation
Download Presentation

Implementing and Monitoring Proactive Referral program

- - - - - - - - - - - - - - - - - - - - - - - - - - - E N D - - - - - - - - - - - - - - - - - - - - - - - - - - -
Presentation Transcript

  1. Implementing and Monitoring Proactive Referral program Rebecca “Bec” Ruiz-McGill; Bob Leischow; Susan Larsen; Corbie Ball May 2005 Arizona Smokers’ Helpline a service funded by the Arizona Department of Health Services and a part of the University of Arizona College of Public Health

  2. Data Mining • Helpline collects data with contact information on anyone who calls for self or others. • Mined data for healthcare agents who had called for resources for their patients. • Built a relationship database which would track these core agents and any new agents added.

  3. Relationship Marketing • Developed marketing strategy to increase referrals from these agents. What do we have to offer? Why do healthcare providers need us? • Coupled effort with Healthcare Partnership Training Unit and community-based efforts.

  4. What do we have to offer? • Free cessation services • Telephone quit line • Group-based classes • Discounted medications • Free tobacco intervention training with continuing education credits for healthcare professionals

  5. What do we have to offer? • Free intervention materials • Help meet Joint Commission on Accreditation of Healthcare Organization’s (JCAHO) specific hospital core measures to address adult smoking counseling and adult smoking history

  6. System for Tracking Referrals • Developed Proactive Referral System: The vehicle is a fax which provides a clearer system for tracking the # of referrals received by agent or agency. • Strategic partners include GlaxoSmithKline and the healthcare providers they market to. Others include Mayo Clinic, WIC clinics and medical groups and hospitals.

  7. Referring Patient into Services • Referral agent conducts brief intervention and encourages patient to quit. • Gains patient consent for Helpline call. • Faxes referral to Helpline. • Helpline calls and recruits patient into services.

  8. Outcomes • Tracked efforts to recruit new agents to refer clients to the Helpline. • Tracked number of referrals, materials mailed or contacts. • Use data to create customized letters thanking referral agents or agencies for referrals.

  9. And the numbers say….. • Began tracking 12/30/2002. Data from 12/30/2002 to 6/30/2003 showed 226 proactive referrals received. • FY 03-04 shows 1,261 proactive referrals received. • Data which tracks how clients heard of services shows referrals from healthcare providers has increased from 8% FY 98-99 to 30% FY 03-04.

  10. How heard of services

  11. Other Significant Data Program data showing changes in demographics over time as impacted by media efforts and the referral program.

  12. Other • Anecdotally counselors have identified clients who are proactively referred as less ready to quit. • Clients who are proactively referred may be less likely to accept a referral to a group-based class.

  13. Contact Information • Arizona Smokers’ Helpline www.ashline.edu Arizona Department of Health Services Tobacco Office www.tepp.org Rebecca “Bec” Ruiz-McGill rrmcgill@u.arizona.edu