Consumer Engagement: The Memphis Model

1. Consumer Engagement: The Memphis Model Dr. Teresa Cutts Program Director, Research and Praxis, Center of Excellence for Faith and Health Methodist LeBonheur Healthcare

2. Healthy Memphis Common Table or HMCT • Aligning Forces for Quality-RWJF • Performance Measurement & Public Reporting • Provider Quality Improvement • Consumer Engagement Learning Community

3. 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

4. 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.

5. 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

6. 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

7. Consumer Engagement-Memphis • Developed “Getting the Care that’s 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

8. 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.

9. 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

10. 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

11. Memphis: Land of the Blues and Lots of Church/Faith

12. Memphis: Land of Disparity

13. 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

14. 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

15. Congregational Health Network: 117 Covenant Partners CHN

16. 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)

17. 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

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

20. CHN: Employment Recruitment and Bonuses to Churches

21. 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

22. 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

23. CHN: Clergy Health Discounts and Offerings/Discernment

24. 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)

25. Organic Growth Sprouts with Unlikely Partners • Cerner Electronic Medical Record • Cigna Community Grants • Merck Pharmaceuticals • Health Ministry Network (Parish Nurses)

26. TLC-Memphis Managed Care: Cricket Phone Service and Prevention Efforts

27. 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

28. 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)

29. 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

30. African Religious Health Assets Mapping Programme

31. Congregational Health Network • What’s 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….

32. 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

33. Center of Excellence in Faith and Health-MLH • Not about programs or disease du jour... • BUT, COMMUNITY CHANGE • and TRANSFORMATION • cuttst@methodisthealth.org; (901)516-0593