TITLE

The structure and content of telephonic scripts found useful in a Medicaid Chronic Disease Management Program

AUTHOR(S)
ROTH, ALEXIS M.; ACKERMANN, RONALD T.; DOWNS, STEPHEN M.; DOWNS, ANNE M.; ZILLICH, ALAN J.; HOLMES, ANN M.; KATZ, BARRY P.; MURRAY, MICHAEL D.; INUI, THOMAS S.
PUB. DATE
June 2010
SOURCE
Chronic Illness;Jun2010, Vol. 6 Issue 2, p83
SOURCE TYPE
Academic Journal
DOC. TYPE
Article
ABSTRACT
In 2003, the Indiana Office of Medicaid Policy and Planning launched the Indiana Chronic Disease Management Program (ICDMP), a programme intended to improve the health and healthcare utilization of 15,000 Aged, Blind and Disabled Medicaid members living with diabetes and/or congestive heart failure in Indiana. Within ICDMP, programme components derived from the Chronic Care Model and education based on an integrated theoretical framework were utilized to create a telephonic care management intervention that was delivered by trained, non-clinical Care Managers (CMs) working under the supervision of a Registered Nurse. CMs utilized computer-assisted health education scripts to address clinically important topics, including medication adherence, diet, exercise and prevention of disease-specific complications. Employing reflective listening techniques, barriers to optimal self-management were assessed and members were encouraged to engage in health-improving actions. ICDMP evaluation results suggest that this low-intensity telephonic intervention shifted utilization and lowered costs. We discuss this patient-centred method for motivating behaviour change, the theoretical constructs underlying the scripts and the branched-logic format that makes them suitable to use as a computer-based application. Our aim is to share these public-domain materials with other programmes.
ACCESSION #
52725178

 

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