Family Health Risk Screening
At Emmi, I design interactive conversations that help patients feel more at ease with their health conditions, overcome barriers that are difficult to understand, and give them education on topics they need.
One series that I developed that is close to my heart is working on a survey to uncover barriers families are facing that impact their access to healthcare.
These calls reached out to Medicare patients that were recently enrolled in insurance, and needed to be screened for risk level, barriers, and more.
The call asked hard-hitting questions, like "Does your family have enough to eat?" in order to determine what things the patients new care team could follow-up on and provide support for.
To begin this project, I was given a simple paper questionnaire that was to be turned into an IVR survey. To make this experience more thoughtful and beneficial for users, I conducted lots of research with real patients, and pulled from my own experience in AmeriCorps applying for public assistance.
I attempted to make the survey more similar to a conversation with a trusted individual, one that was non-partial and could help patients get their information to their physicians in a discreet and helpful way.
Of the 7446 who picked up this cold call, an astounding 3220 agreed to take the 10-minute survey, and of those, 2525 (nearly 80%) completed the entire screening. Even though there was an option to "skip" these questions, or just hang up, the vast majority of parents felt comfortable responding to even the most sensitive questions, and we were able to put many families in touch with the care and resources they needed.
I've included some assets of these calls below: