Consumer Engagement: Consumer Engagement: The Memphis ModelThe Memphis Model

Dr. Teresa CuttsDr. Teresa Cutts

Program Director, Program Director, Research and Praxis, Research and Praxis,

Center of Excellence for Center of Excellence for Faith and HealthFaith and Health

Methodist LeBonheur Methodist LeBonheur HealthcareHealthcare

Healthy Memphis Common Healthy Memphis Common Table or HMCTTable or HMCT

Aligning Forces for Quality-Aligning Forces for Quality-RWJFRWJF

Performance Measurement & Performance Measurement & Public ReportingPublic Reporting

Provider Quality ImprovementProvider Quality Improvement Consumer Engagement Consumer Engagement

Learning CommunityLearning Community

Consumer Engagement Consumer Engagement Learning CommunityLearning Community

HMCT GoalHMCT Goal: : Help individuals become more Help individuals become more

active in their own health and the active in their own health and the health care services they receive, health care services they receive, to create a true partnership to create a true partnership between the patient and providerbetween the patient and provider

Health Literacy FocusHealth Literacy Focus

Consumer Engagement-Consumer Engagement-MemphisMemphis

Social Marketing ModelSocial Marketing Model– Planning & Strategy DevelopmentPlanning & Strategy Development– Channels and Materials for InterventionChannels and Materials for Intervention– Developing and Piloting Materials for Developing and Piloting Materials for

InterventionIntervention– Evaluation and Feedback Evaluation and Feedback – Community Messaging tailored to Community Messaging tailored to

specific cultural and educational levels of specific cultural and educational levels of each pop.each pop.

Consumer Engagement-Consumer Engagement-MemphisMemphis

Strategies include:Strategies include:– Conduct market research to identify health issues Conduct market research to identify health issues

and measures important to Memphisand measures important to Memphis– Align and leverage existing programs and funding Align and leverage existing programs and funding

when possiblewhen possible– Develop a simple communication campaign that Develop a simple communication campaign that

links themes with chronic health issues in the links themes with chronic health issues in the Mid-SouthMid-South

– Develop a core health literacy curriculum that is Develop a core health literacy curriculum that is consistent and simpleconsistent and simple

– Use multiple communication channels Use multiple communication channels

Consumer Engagement-Consumer Engagement-MemphisMemphis

Multiple Channels for CommunicationMultiple Channels for Communication– Strong media partnership with local Strong media partnership with local

newspapers and television stationnewspapers and television station– ““Family Matters” are featured weekly in Family Matters” are featured weekly in

Health section of local newspaperHealth section of local newspaper– Expert Bloggers, Reprints availableExpert Bloggers, Reprints available– Widely distribute health literacy materials Widely distribute health literacy materials

and curricula to churches, libraries, schools, and curricula to churches, libraries, schools, community centerscommunity centers

Consumer Engagement-Consumer Engagement-MemphisMemphis

Developed “Getting the Care that’s Developed “Getting the Care that’s Right for You” brochureRight for You” brochure for diabetes for diabetes education in low literacy formateducation in low literacy format

Piloted with numerous stakeholder Piloted with numerous stakeholder groups (FedEx, churches, Literacy groups (FedEx, churches, Literacy Council, others) Council, others)

Distributed to FedEx employeesDistributed to FedEx employees To be distributed through churchesTo be distributed through churches

Memphis-Lessons LearnedMemphis-Lessons Learned

One size does not fit all.One size does not fit all. Problems understanding health Problems understanding health

information increase as general information increase as general education level decreases.education level decreases.– Over 50% of Memphis adults report Over 50% of Memphis adults report

health literacy problems and more than health literacy problems and more than 50% read below the level needed for 50% read below the level needed for effective workforce participation.effective workforce participation.

Memphis-Lessons LearnedMemphis-Lessons Learned

Personal relationships are key to Personal relationships are key to effective learning for low literacy effective learning for low literacy populationspopulations– Patient-centered Medical Home Model Patient-centered Medical Home Model

emphasizes relationships, care within emphasizes relationships, care within a community context, such as a community context, such as approaches involving trusted approaches involving trusted community liaisons, patient community liaisons, patient navigators and familynavigators and family

Memphis-Lessons LearnedMemphis-Lessons Learned

In Memphis, health professionals are In Memphis, health professionals are still the most trusted messengers for still the most trusted messengers for health information, BUT faith leaders health information, BUT faith leaders are the next most trusted sourceare the next most trusted source– Memphis has over 2,000 faith Memphis has over 2,000 faith

communitiescommunities– The faith community is a trusted and The faith community is a trusted and

currently under-utilized vehicle for currently under-utilized vehicle for disseminating health informationdisseminating health information

Memphis: Land of the Memphis: Land of the Blues and Lots of Blues and Lots of

Church/FaithChurch/Faith

Memphis: Land of Memphis: Land of DisparityDisparity

7 Hospital system7 Hospital system $1.2 Billion budget$1.2 Billion budget

Provides high percentage of all Provides high percentage of all indigent care in Tennesseeindigent care in Tennessee

Owned by the UMC Arkansas, Owned by the UMC Arkansas, Memphis, and Mississippi Memphis, and Mississippi Conferences Conferences

Congregational Health Congregational Health Network-CHNNetwork-CHN

Congregational Health Network or CHN of Congregational Health Network or CHN of Methodist LeBonheur Healthcare is Methodist LeBonheur Healthcare is seeking to align and leverage the faith seeking to align and leverage the faith communities in improving community communities in improving community quality of lifequality of life

Over 117 congregations (25,000 Over 117 congregations (25,000 members) have covenanted to partner members) have covenanted to partner with the hospital to improve the with the hospital to improve the health/well-being of allhealth/well-being of all

Congregational Health Network: 117 Covenant Partners

CHN

Congregational Health Congregational Health NetworkNetwork

Metaphor is the “health journey” of the Metaphor is the “health journey” of the church memberchurch member

CHN designed to build congregational CHN designed to build congregational engagement and healthcare delivery engagement and healthcare delivery via patient-centered care pathways in via patient-centered care pathways in the church/community (healthcare the church/community (healthcare delivery system) and brief stays in the delivery system) and brief stays in the hospital (disease care delivery system)hospital (disease care delivery system)

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

Congregational Health Congregational Health NetworkNetwork

Bi-weekly Covenant Committee Bi-weekly Covenant Committee (pastor-driven) designed 5 patient-(pastor-driven) designed 5 patient-centered care pathwayscentered care pathways– Education Education – PreventionPrevention– Treatment Treatment – InterventionIntervention– AftercareAftercare

CHN: Employment CHN: Employment Recruitment and Bonuses Recruitment and Bonuses

to to ChurchesChurches

Congregational Health Congregational Health NetworkNetwork

INNOVATIVE STRATEGIESINNOVATIVE STRATEGIES New in-hospital jobs to support church New in-hospital jobs to support church

liaisons: MLH hired 4 Navigatorsliaisons: MLH hired 4 Navigators CHN provides micro-grants to CHN provides micro-grants to

churches and community partners to churches and community partners to support already existing worksupport already existing work

Align/leverage already existing assetsAlign/leverage already existing assets

Congregational Health Congregational Health NetworkNetwork

INNOVATIVE STRATEGIES-CONTINUEDINNOVATIVE STRATEGIES-CONTINUED CHN gives back to churches by CHN gives back to churches by

offering perks to clergy leaders offering perks to clergy leaders (education like CPE, healthcare, (education like CPE, healthcare, discounts)discounts)

CHN gives back to churches by CHN gives back to churches by offering preferential job opportunities offering preferential job opportunities and human resource training to church and human resource training to church membersmembers

CHN: Clergy Health CHN: Clergy Health Discounts and Discounts and

Offerings/DiscernmentOfferings/Discernment

Congregational Health Congregational Health NetworkNetwork

CHN INNOVATION CONTINUEDCHN INNOVATION CONTINUED Collaborative work with already existing Collaborative work with already existing

groups (e.g., Church Health Center, groups (e.g., Church Health Center, Health Ministry Network, managed care Health Ministry Network, managed care groups, Service Learning, School of groups, Service Learning, School of Servant Leadership)Servant Leadership)

Academic partners help craft evidence-Academic partners help craft evidence-based best practice models (UTHSC, based best practice models (UTHSC, MTS, U of Memphis)MTS, U of Memphis)

Organic Growth Sprouts Organic Growth Sprouts with Unlikely Partnerswith Unlikely Partners

Cerner Electronic Medical Record Cerner Electronic Medical Record

Cigna Community GrantsCigna Community Grants

Merck PharmaceuticalsMerck Pharmaceuticals

Health Ministry Network (Parish Health Ministry Network (Parish Nurses)Nurses)

TLC-Memphis Managed TLC-Memphis Managed Care: Cricket Phone Care: Cricket Phone

Service and Service and Prevention EffortsPrevention Efforts

Congregational Health Congregational Health NetworkNetwork

CHN INNOVATION CONTINUEDCHN INNOVATION CONTINUED Impact measured in hospital from Electronic Impact measured in hospital from Electronic

Medical Record (compare CHN vs. non-CHN Medical Record (compare CHN vs. non-CHN patient on disease care piece of “health patient on disease care piece of “health journey”)journey”)– Decreased length of stayDecreased length of stay– Increased patient satisfactionIncreased patient satisfaction– Increased Advanced DirectivesIncreased Advanced Directives– Decreased percentage of outliers beyond average Decreased percentage of outliers beyond average

length of staylength of stay

Congregational Health Congregational Health NetworkNetwork

Data sets for comparisonData sets for comparison– EMR data, comparing CHN to non-CHN members EMR data, comparing CHN to non-CHN members

on quality metrics, balanced scorecard, etc. on quality metrics, balanced scorecard, etc. (CHN screen)(CHN screen)

– CHN Monthly Activity Report (aggregate from all CHN Monthly Activity Report (aggregate from all participating liaisons)participating liaisons)

– Aggregate data from participating health fairs Aggregate data from participating health fairs (e.g.,percentage screened with HTN)(e.g.,percentage screened with HTN)

– Census data prevalence trends for proximal zip Census data prevalence trends for proximal zip codes (disease specific) codes (disease specific)

Congregational Health Congregational Health NetworkNetwork

CHN INNOVATION CONTINUEDCHN INNOVATION CONTINUED Use of African Religious Health Assets Use of African Religious Health Assets

Mapping Programme (ARHAP) to Mapping Programme (ARHAP) to make visible community and church make visible community and church assets and leverage their workassets and leverage their work

Public “ownership” and transparent Public “ownership” and transparent sharing of data and modelssharing of data and models

Community engagement strategy Community engagement strategy

African Religious Health African Religious Health Assets Mapping Assets Mapping

ProgrammeProgramme

Congregational Health Congregational Health NetworkNetwork

What’s Next? Continued Transparency!What’s Next? Continued Transparency! Measurement of impact from EMRMeasurement of impact from EMR Put flesh and bones on care pathways models-Put flesh and bones on care pathways models-

work out the “bugs”work out the “bugs” Further religious health assets mapping-leads Further religious health assets mapping-leads

to true community-based participatory to true community-based participatory research effortsresearch efforts

Find a way to measure the economic impact of Find a way to measure the economic impact of “Love Economy” : Priceless!“Love Economy” : Priceless!

May add the Indigent Hospital….May add the Indigent Hospital….

Health Literacy in Faith Health Literacy in Faith CommunitiesCommunities

Partner with faith communities:Partner with faith communities:– Tap congregational intelligence to develop, Tap congregational intelligence to develop,

tailor, disseminate, teach and translate health tailor, disseminate, teach and translate health information materialsinformation materials

– Share message from the pulpit: Walk the walk Share message from the pulpit: Walk the walk and talk the Talkand talk the Talk

– Leverage trusted liaisonsLeverage trusted liaisons– Chronic Care Model adapted to faith community Chronic Care Model adapted to faith community

settings: corollary to small groups in the clinic settings: corollary to small groups in the clinic for disease self-managementfor disease self-management

Center of Center of Excellence Excellence in Faith in Faith and and Health-Health-MLHMLH Not about Not about

programs or programs or disease du disease du jour...jour...

BUT, BUT, COMMUNITY COMMUNITY CHANGE CHANGE

and and TRANSFORMTRANSFORMATIONATION

cuttst@methodisthcuttst@methodisthealth.org; ealth.org; (901)516-0593(901)516-0593