OnDemand: A Multimodal Approach to Improving Care Delivery
Duration: One hour
Online, by phone, and face-to-face: Taking a multimodal approach to screening for social risks and needs is essential to improving care delivery and health outcomes
Knowing that people’s social risks and needs influence their health outcomes, Kaiser Permanente is building a "social health practice" that includes caring for members’ social well-being as well as their physical and mental health.
The social health practice aims to universally screen members for social risks and needs and connect them to resources in their communities. A multimodal approach normalizes screening as part of members’ care experience, creates choice, respects member preferences and ensures convenience, accessibility and privacy. It can also alleviate the burden on care providers, who might not feel comfortable having social health conversations with patients or who already feel pressured to cover everything expected of them during routine care visits. The goal is to screen a majority of Kaiser's members within the next several years via a multimodal approach that includes:
Digital self-screening tools on the member portal and an online community resource directory that anyone can explore to find local community resources.
A toll-free phone line staffed by agents trained to assess callers’ social needs and match them to local resources. (It has helped more 11,000 callers May 2020.)
Standardized screening instruments integrated into Kaiser's EHR system for routine assessment of members’ social needs and referral to community resources.
Potential use of tablets and automated telephone modalities.
In this session, presenters will share lessons learned that can be applied as strategies to improve health care quality by addressing social factors, and will raise critical questions about patient preferences and response biases by screening modality.
- Community-based organizations
- Health plans
- Health systems
- Outpatient providers
- Learn about patient and provider preferences with various social-needs screening modalities
- Learn about providers' preferences with social needs screening
- Explore differences in screening and experiences in care-visit interactions vs. a call center environment
- Learn about the effectiveness of digital self-screening and universal screening pilots
Jennifer Frost, MPA, PMP
Jennifer Frost is Senior Director for Social Health Integration with Kaiser Permanente. Her portfolio includes national accountability for social health screening, the Thrive Local program, which connects members to local social services, and a larger body of work focused on integrating social health into care and services provided by Kaiser Permanente.
Prior to joining Kaiser Permanente, Jennifer held several leadership roles at UnitedHealth Group, including as a member of the Medicaid Clinical Redesign unit, where she used health care hot-spotting to build innovative models for care management and developed training for staff working with populations with complex health and social needs.
Jennifer has an MPA in Health Policy and Management from NYU’s Robert F. Wagner Graduate School of Public Service and is a Certified Project Management Professional.
In support of improving patient care, the National Committee for Quality Assurance is jointly accredited by the Accreditation Council for Continuing Medical Education (ACCME), the Accreditation Council for Pharmacy Education (ACPE), the American Nurses Credentialing Center (ANCC) to provide Interprofessional Continuing Education for the healthcare team.
This activity was planned by and for the healthcare team, and learners will receive 1.0 Interprofessional Continuing Education (IPCE) credit for learning and change.
This educational activity is approved for a maximum of 1.0 AMA PRA Category 1 Credit™.
This educational activity is approved for 1.0 nursing contact hours.*
This live course grants 1.0 Continuing Education Unit (CEU) points for PCMH Certified Content Experts.
* Please note – You must attend the entire program to be eligible for total number of contact hours.
Disclosure of Relevant Financial Relationships
The National Committee for Quality Assurance (NCQA) endorses the Standards of the Accreditation Council for Continuing Medical Education which specify that sponsors of continuing medical education activities and presenters at and planners for these activities disclose any relevant financial relationships either party might have with commercial companies whose products or services are discussed in educational presentations.
For sponsors, relevant financial relationships include large research grants, institutional agreements for joint initiatives, substantial gifts, or other relationships that benefit the institution. For presenters or planning committee members, relevant financial relationships include the receipt of research grants from a commercial company, consultancies, honoraria, travel, or other benefits, or having a self-managed equity interest in a company; or having an immediate family member or partner with such a relationship.
Disclosure of a relationship is not intended to suggest or condone bias in any presentation but is made to provide participants with information that might be of potential importance to their evaluation of a presentation.
Relevant financial relationships exist with the following companies/organizations:
Jennifer Frost: None
Additional Planning Committee Members:
Osman Ahmed: None
Wanda Ali: None
Crissy Crittenden: None
This program was developed in part by NCQA staff.
This program received no commercial support.
- 1.00 AMA PRA Category 1 Credit™
- 1.00 ANCC
- 1.00 IPCE
- 1.00 Participation
- 1.00 PCMH CCE