Abstract
Background: Interactive, automated phone calls let health plans have timely, relevant conversations with their members about key health topics. This channel is effective in widely reaching individuals of all ages and socio-demographic categories and can offer several language alternatives. In one program multiple goals can be achieved –sharing health information, determining planned behavior, assessing and addressing barriers, and increasing engagement.
Objective/purpose: As a way to increase key quality ratings, health plans reach out to eligible members to encourage them to have their age-appropriate screenings. This communication is designed to provide health plans with a better understanding of screening barriers and how to address these issues. A parallel goal is earlier detection of breast cancer diagnoses among members. Designed as an engaging conversation, this outreach also increases members' satisfaction and loyalty to their health plan.
Methods: This program used proprietary interactive voice recognition technology and communication expertise to develop an interaction aimed at reminding members of the importance of having their mammogram.
Results: The outreach determined that 85% (3,068) of all members contacted planned to schedule their mammogram. After conducting outcomes analysis, based on claims data, 19% (597) of the members who said that they planned to have their mammogram screened positive for breast cancer and received treatment.
Discussion/Conclusions: The ultimate goal of this outreach is to engage women in their health and increase the number who speak with their doctor and have a mammogram. While additional analysis is still being conducted, it can be determined that interactive, automated outreach is an effective method to breast cancer early detection and prevention.
Citation Information: Cancer Prev Res 2011;4(10 Suppl):B32.
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