Consumer Engagement: The Memphis Model

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Consumer Engagement The Memphis Model

• Dr. Teresa Cutts
• Program Director, Research and Praxis, Center of
  Excellence for Faith and Health
• Methodist LeBonheur Healthcare

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Healthy Memphis Common Table or HMCT

• Aligning Forces for Quality-RWJF
• Performance Measurement Public Reporting
• Provider Quality Improvement
• Consumer Engagement Learning Community

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Consumer Engagement Learning Community

• HMCT Goal
• Help individuals become more active in their own
  health and the health care services they receive,
  to create a true partnership between the patient
  and provider
• Health Literacy Focus

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Consumer Engagement-Memphis

• Social Marketing Model
• Planning Strategy Development
• Channels and Materials for Intervention
• Developing and Piloting Materials for
  Intervention
• Evaluation and Feedback
• Community Messaging tailored to specific cultural
  and educational levels of each pop.

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Consumer Engagement-Memphis

• Strategies include
• Conduct market research to identify health issues
  and measures important to Memphis
• Align and leverage existing programs and funding
  when possible
• Develop a simple communication campaign that
  links themes with chronic health issues in the
  Mid-South
• Develop a core health literacy curriculum that is
  consistent and simple
• Use multiple communication channels

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Consumer Engagement-Memphis

• Multiple Channels for Communication
• Strong media partnership with local newspapers
  and television station
• Family Matters are featured weekly in Health
  section of local newspaper
• Expert Bloggers, Reprints available
• Widely distribute health literacy materials and
  curricula to churches, libraries, schools,
  community centers

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Consumer Engagement-Memphis

• Developed Getting the Care thats Right for You
  brochure for diabetes education in low literacy
  format
• Piloted with numerous stakeholder groups (FedEx,
  churches, Literacy Council, others)
• Distributed to FedEx employees
• To be distributed through churches

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Memphis-Lessons Learned

• One size does not fit all.
• Problems understanding health information
  increase as general education level decreases.
• Over 50 of Memphis adults report health literacy
  problems and more than 50 read below the level
  needed for effective workforce participation.

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Memphis-Lessons Learned

• Personal relationships are key to effective
  learning for low literacy populations
• Patient-centered Medical Home Model emphasizes
  relationships, care within a community context,
  such as approaches involving trusted community
  liaisons, patient navigators and family

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Memphis-Lessons Learned

• In Memphis, health professionals are still the
  most trusted messengers for health information,
  BUT faith leaders are the next most trusted
  source
• Memphis has over 2,000 faith communities
• The faith community is a trusted and currently
  under-utilized vehicle for disseminating health
  information

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Memphis Land of the Blues and Lots of
Church/Faith
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Memphis Land of Disparity
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• 7 Hospital system
• 1.2 Billion budget
• Provides high percentage of all indigent care in
  Tennessee
• Owned by the UMC Arkansas, Memphis, and
  Mississippi Conferences

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Congregational Health Network-CHN

• Congregational Health Network or CHN of Methodist
  LeBonheur Healthcare is seeking to align and
  leverage the faith communities in improving
  community quality of life
• Over 117 congregations (25,000 members) have
  covenanted to partner with the hospital to
  improve the health/well-being of all

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Congregational Health Network 117 Covenant
Partners
CHN
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Congregational Health Network

• Metaphor is the health journey of the church
  member
• CHN designed to build congregational engagement
  and healthcare delivery via patient-centered care
  pathways in the church/community (healthcare
  delivery system) and brief stays in the hospital
  (disease care delivery system)

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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
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Congregational Health Network

• Bi-weekly Covenant Committee (pastor-driven)
  designed 5 patient-centered care pathways
• Education
• Prevention
• Treatment
• Intervention
• Aftercare

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CHN Employment Recruitment and Bonuses to
Churches
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Congregational Health Network

• INNOVATIVE STRATEGIES
• New in-hospital jobs to support church liaisons
  MLH hired 4 Navigators
• CHN provides micro-grants to churches and
  community partners to support already existing
  work
• Align/leverage already existing assets

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Congregational Health Network

• INNOVATIVE STRATEGIES-CONTINUED
• CHN gives back to churches by offering perks to
  clergy leaders (education like CPE, healthcare,
  discounts)
• CHN gives back to churches by offering
  preferential job opportunities and human resource
  training to church members

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CHN Clergy Health Discounts and
Offerings/Discernment
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Congregational Health Network

• CHN INNOVATION CONTINUED
• Collaborative work with already existing groups
  (e.g., Church Health Center, Health Ministry
  Network, managed care groups, Service Learning,
  School of Servant Leadership)
• Academic partners help craft evidence-based best
  practice models (UTHSC, MTS, U of Memphis)

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Organic Growth Sprouts with Unlikely Partners

• Cerner Electronic Medical Record
• Cigna Community Grants
• Merck Pharmaceuticals
• Health Ministry Network (Parish Nurses)

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TLC-Memphis Managed Care Cricket Phone Service
and Prevention Efforts
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Congregational Health Network

• CHN INNOVATION CONTINUED
• Impact measured in hospital from Electronic
  Medical Record (compare CHN vs. non-CHN patient
  on disease care piece of health journey)
• Decreased length of stay
• Increased patient satisfaction
• Increased Advanced Directives
• Decreased percentage of outliers beyond average
  length of stay

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Congregational Health Network

• Data sets for comparison
• EMR data, comparing CHN to non-CHN members on
  quality metrics, balanced scorecard, etc. (CHN
  screen)
• CHN Monthly Activity Report (aggregate from all
  participating liaisons)
• Aggregate data from participating health fairs
  (e.g.,percentage screened with HTN)
• Census data prevalence trends for proximal zip
  codes (disease specific)

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Congregational Health Network

• CHN INNOVATION CONTINUED
• Use of African Religious Health Assets Mapping
  Programme (ARHAP) to make visible community and
  church assets and leverage their work
• Public ownership and transparent sharing of
  data and models
• Community engagement strategy

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African Religious Health Assets Mapping Programme
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Congregational Health Network

• Whats Next? Continued Transparency!
• Measurement of impact from EMR
• Put flesh and bones on care pathways models-work
  out the bugs
• Further religious health assets mapping-leads to
  true community-based participatory research
  efforts
• Find a way to measure the economic impact of
  Love Economy Priceless!
• May add the Indigent Hospital.

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Health Literacy in Faith Communities

• Partner with faith communities
• Tap congregational intelligence to develop,
  tailor, disseminate, teach and translate health
  information materials
• Share message from the pulpit Walk the walk and
  talk the Talk
• Leverage trusted liaisons
• Chronic Care Model adapted to faith community
  settings corollary to small groups in the clinic
  for disease self-management

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Center of Excellence in Faith and Health-MLH

• Not about programs or disease du jour...
• BUT, COMMUNITY CHANGE
• and TRANSFORMATION
• cuttst_at_methodisthealth.org [phone]