Online, by phone, and face-to-face: Taking a multimodal approach...

May 18, 2022

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. 

Target Audience

  • Community-based organizations 
  • Health plans 
  • Health systems 
  • Outpatient providers 

Learning Objectives

  • Learn about patient and provider preferences with various social-needs screening modalities 
  • Explore differences in screening outcomes and experiences in care-visit interactions vs. a call center environment 
  • Evaluate the effectiveness of digital self-screening related to completion rates, conversion to call centers and other me



Course summary
Available credit: 
  • 1.00 AMA PRA Category 1 Credit™
  • 1.00 ANCC
  • 1.00 Participation
  • 1.00 PCMH CCE
Course opens: 
Course expires: 
Event starts: 
05/18/2022 - 1:00pm EDT
Event ends: 
05/18/2022 - 2:00pm EDT

Jennifer Frost, MPA, PMP

Jenn Frost is national director of Thrive Local, Kaiser Permanente’s enterprise initiative to address social factors impacting the health of its 12.5 million members and the 68 million people who live in the communities it serves.

As national director of this groundbreaking social health program, Frost is responsible for leading and directing both the work to identify and screen for social needs and to connects people to needed social services through a comprehensive network of health and social services providers working together on a shared platform. She partners with Kaiser Permanente operational and community health leaders and other internal and external stakeholders on the ongoing design, implementation, and evaluation of these paramount social health programs. She provides operational and direct vendor oversight and management, while serving as a national subject matter expert on social health as she works with other key leaders to execute Kaiser Permanente’s broader social health strategy.

Frost brings two decades of diverse health care experience to her role and has a passion for addressing upstream factors that influence health. Prior to joining Kaiser Permanente in March 2020, Frost held several leadership roles at UnitedHealth Group, including on the leadership team for UniteHealthcare’s Medicaid Clinical Redesign unit, where she used “hotspotting” to build innovative models for care management and developed training on a trauma-informed care for staff working with populations with complex health and social needs.

Frost has a master’s 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), the American Academy of Physician Assistants (AAPA), the American Psychological Association (APA), and the Association of Social Work Boards (ASWB) to provide Interprofessional Continuing Education for the healthcare team. 

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:



Additional Planning Committee Members:


This program was developed in part by NCQA staff.

Available Credit

  • 1.00 AMA PRA Category 1 Credit™
  • 1.00 ANCC
  • 1.00 Participation
  • 1.00 PCMH CCE


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