Engaging Patients Through Coaching

Robyn Fulkerson, MBA

Robyn.fulkerson@sykes.com

@rfulkerson

.

Who is Sykes Assistance?

2.5 million annual

contacts

6 million registered customers

18.9 million covered

population24/7 services

Bilingual + specialty

languages

5,000 + contracted providers

15,000 + referral services

800+ physician provider groups

Established in 1955 Division of SYKES Enterprises,

US NASDAQ:SYKE

900 Canadian employees

50,000 employees globally

Health/Coaching Service Area

SAS Clinical Contact Centre Site

2

.

3

February 1, 2013 4

Customer Service Industry

Healthcare Evolution

.

CareCoach® Model

Case-based coaching Evidence-based

behavioral models Clinical oversight and

escalation 24/7 inbound support Referral networks

6

Service Evolution

Motivational Interviewing Participant led goals Case approach 24/7 support

Symptom Assessment Prescriptive goals Call centre approach 24/7

Smoking Cessation Outcomes

NAQC Evaluation2009

Our Results

Canadian Ranges

US Ranges

Quit after 7 days 34% 3% to 21% 6% to 27%

Quit after 30 days 29% 0% to 19% 16% to 23%

Increased client engagement Increased provider referrals Improved client insights Redefined cultural requirements

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Remote Patient MonitoringMetabolic Syndrome, Rural On

Feasibility of technology & remote care to enable self-management, self-efficacy, and improved health outcomes

Seniors EngagementCanadian Centre for Activity &

Aging

Program registration, engagement & Coaching of behaviour change post program discharge

HealtheSteps Community

Pharmacist referrals, on-site assessment, fitness prescriptions, behaviour change coaching

PHAC HealtheSteps

Remote coaching of lifestyle management for chronic disease , mobile app referral, national scale support

Research Commercialization

10

WAN

Doctors

Hospitals

Home Care Nurse

Specialists

24/7 contact centre

Case ManagementCritical Response

AdministrationTechnical Support

Alerts ManagementAnalysis & Reporting

Community Resources

PAN WAN/ POTS

Monitoring Devices Monitoring Centre Care NetworkTransmit

Pharmacists

Receive

Improved clinical measures: Cholesterol, BP, BMILifestyle Change: High self-efficacy, improved engagement with healthSuccesses: 96% acceptance, 91% adherence overall, 85% very satisfied

Rural Metabolic Syndrome Remote Monitoring

Dr Robert Petrella et al, Lawson Health Research Institute

Learnings: Participant Engagement

Health decisions are made outside office hoursWe all have livesCool is as cool doesDon’t love em and leave em