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Telephonic Health Coaching: How to do it best Erin MB Ratelis Master of Business Communication Final...
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Transcript of Telephonic Health Coaching: How to do it best Erin MB Ratelis Master of Business Communication Final...
Telephonic Health Coaching:
How to do it best
Erin MB Ratelis
Master of Business Communication
Final Project Presentation
May 2006
Employers challenge Blue Cross
Help us…• Manage rising health care costs• Improve employee health
Find a solution that…• Targets high risk employees• Costs less• Is easy to administer• Is private & confidential• Creates return on investment
Blue Cross responds
Telephonic health coaching program
• Provides 1:1 support from a health professional
• Uses phone-based communication
• Engages high risk employees
• Focuses on health behaviors a person can change
• Motivates and supports
Now that employers have purchased…
We need to assess the Blue Cross program
Challenges
• Literature lacks direction
• There are multiple health coaching models
• Best practice guidelines don’t exist
Methodology
• Surveyed 52 health promotion experts
• 23 experts responded (40%)
• 15 experts had 11+ years experience
Methodology
• Web-based survey
• Survey was divided into three best practice categories1. Engagement2. Delivery 3. Results
Key Findings: Engagement
Question Who responds best to a health coaching
program?
ResponsePeople who have started to make a health
behavior change respond best to health coaches
Key Findings: EngagementEmployers should provide an incentive to employees who
participate in a health coaching program
0%
10%
20%
30%
40%
50%
60%
Stronglyagree
Agree Neutral Disagree Stronglydisagree
Re
sp
on
se
Pe
rce
nt
Key Findings: Delivery
QuestionWhat type of health professional is most qualified
to be a health coach?
Nurses, Psychologists, Health educators, Specialists
ResponseHealth educators are most qualified to be health
coaches
Key Findings: Delivery
How long should one telephonic health coaching session last?
0%
10%
20%
30%
40%
50%
60%
70%
80%
Under 5minutes
5-10minutes
11-20minutes
21-30minutes
Longerthan 30minutes
Re
sp
on
se
Pe
rce
nt
Key Findings: Results
How long will it take to measure results of a health coaching program?
0.0%
10.0%
20.0%
30.0%
40.0%
50.0%
60.0%
70.0%
Less Than 1Year
At Least 1 Year At Least 2Years
At Least 3Years
Re
spo
nse
Pe
rce
nt
(%)
Can best practices be defined?
Yes• Provide an incentive to health coaching
program participants – premium credits work best!
• Connect “action takers” with a health coach• Recruit and train health educators to be health
coaches• Engage participants in phone dialog at least
5 times during a year-long program
Can best practices be defined?
Yes• Engage participants in an 11-20 minute
conversation per call • Focus on no more than two health topics per
call • Facilitate health coaching dialog via email as
well• Measure program results after one year
Recommendations
• Share findings with employers
• Modify Blue Cross program based on key findings
• Continue to connect with experts