Low Literacy Elder Caregiver Support for Callcenters

识字率低的老年护理人员对呼叫中心的支持

基本信息

批准号：
7670533
负责人：
AMELIA J BIRNEY
金额：
$ 19.94万
依托单位：
OREGON CENTER FOR APPLIED SCIENCE, INC.
依托单位国家：
美国
项目类别：
财政年份：
2009
资助国家：
美国
起止时间：
2009-03-15 至 2011-08-31
项目状态：
已结题

来源：
https://reporter.nih.gov/project-details/7670533
关键词：
Accident and Emergency department Address Adherence African American Anxiety Area Arts Asians Attitude Blue Cross Blue Shield Caregivers Caring Caucasians Caucasoid Race Chronic Chronic Obstructive Airway Disease Clinical Trials Design Collection Computer software Congestive Heart Failure Coping Skills Cost Savings Country Data Development Disease Disease Management Educational Intervention Educational Materials Elderly Electronic Mail Emergency Situation Evaluation Experimental Designs Family Caregiver Florida Foundations Foxes Friends Funding Generic Drugs Health Health Planning Health Status Healthcare Hispanics Home environment Hospitalization Hospitals Impact evaluation Independent Living Individual Industry Institute of Medicine (U.S.)Intention Internet Intervention Knowledge Length of Stay Lung diseases Mails Maintenance Managed Care Measures Medical Care Team Medicare Modeling Morbidity - disease rate Motivation Online Systems Outcome Outcome Measure Pamphlets Patient Care Patients Pattern Performance Persons Phase Physicians Population Printed Media Printing Private Sector Process Production Psychological reinforcement Public Health Randomized Clinical Trials Randomized Controlled Clinical Trials Reading Recommendation Reporting Research Research Infrastructure Research Personnel Risk Role Self Care Self Efficacy Services Siblings Spouses Stress and Coping Support System Surveys System Telephone Telephone Interviews Training Treatment Protocols United States Centers for Medicare and Medicaid Services Vertebral column Visit Work Writing base caregiving compliance behavior coping cost depression design digital follow-up handbook health care service utilization health literacy innovation instrument literacy member mortality multidisciplinary neglect patient home care peer programs public health relevance response skills sound usability

项目摘要

DESCRIPTION (provided by applicant): As call centers for private sector disease management organizations move into a care coordination role with the Medicare population, materials are needed to help coaches assist elder caregivers in fulfilling and maintaining their roles as adherence facilitators for the patient. Furthermore, elder caregivers themselves often have chronic conditions, which they neglect in deference to the needs of their ill spouse. Low Literacy Elder Caregivers Support for Call Centers is a multi-level web application designed to train call center coaches in caregiver issues, as well as facilitate the requisition of follow-up media to be sent to the caregiver in a variety of low literacy formats (DVD-video, 4th grade reading level print media to be sent via email or post). The proposed system will integrate with existing call center software to help coaches assess the needs of elder caregivers in the domains of disease management, care plan adherence, personal coping with the caregiver role, and the caregiver's own efforts at self-care. Based on caregiver responses to surveys, coaches will be presented with an individualized menu of talking points and phone scripts pertinent to that caller. Coaches will also have the ability to requisition tailored educational materials to be sent to the caregiver based on caller-specific items. Since 59% of seniors function at Basic or Below Basic levels of health literacy, all materials will be developed following the Institute of Medicine's recommendations for individuals with low health literacy. Phase I will involve formative evaluation with elder family caregivers of persons with congestive heart failure, and an advisory council of call center professionals and leaders in the field of health literacy and eldercare research. A low literacy DVD and a booklet containing a collection of low-literacy articles will be prepared concerning select topics relevant to elder caregivers. The theoretical basis of this intervention is the Lazarus and Folkman stress and coping model. All summative evaluation instruments will be based on these constructs. The efficacy of the DVD and booklet will be evaluated in a quasi-experimental pre-post design with 36 African-American, Hispanic, Caucasian, and Asian Medicare-eligible elder caregivers providing assistance to a Medicare-eligible care- receiver with congestive heart failure. Outcomes measured in this study include caregiver self-efficacy, knowledge, and intention to change in the domains of caregiving skills and caregiver coping. Phase II will expand the caregiver materials to cover all domains, adding information on chronic obstructive pulmonary disorder and the staff modules needed for call center coaches, including training, surveys, talking points, and the requisitioning of DVD-video, print, and email support materials. In Phase II, the complete program will undergo a large scale randomized clinical trial involving elder caregivers, and a process and impact evaluation of the staff of participating call centers. PUBLIC HEALTH RELEVANCE: Elder caregivers are an integral part of the health care team, facilitating care plan adherence and enabling independent living. In addition, as seniors themselves, they have their own health challenges, which are often exacerbated by their caregiving role. This program is designed to assist disease management call center coaches in offering state-of-the-art support to elder caregivers in the domains of disease management skills, care plan adherence, caregiver coping, and caregiver self-care, including low literacy follow-up materials available on DVD-video, or as hard copy or e-mail articles.

描述（由申请人提供）：作为私营部门疾病管理组织的呼叫中心，与Medicare人群一起担任护理协调角色，需要材料来帮助教练帮助老年护理人员履行和维持其作为患者的依从性辅助者的角色。此外，老年护理人员本身经常患有慢性病，他们尊重生病配偶的需求。低识字率老年护理人员对呼叫中心的支持是一种多级Web应用程序，旨在培训呼叫中心教练的护理人员问题，并促进征求以各种低识字格式发送给护理人员的后续媒体（DVD-VIDEO，4年级，四年级的阅读级别媒体，将通过电子邮件或帖子发送）。拟议的系统将与现有的呼叫中心软件集成，以帮助教练评估疾病管理领域，护理计划依从性，个人应对护理人员角色的需求以及照料者自己在自我保健方面的努力。根据护理人员对调查的反应，将向教练提供与该呼叫者有关的个性化谈话要点和电话脚本的个性化菜单。教练还将有能力根据呼叫者特定的物品发送量身定制的教育材料。由于59％的老年人在基本或低于基本健康素养水平的功能，因此所有材料都将根据医学研究所针对健康素养低的人的建议而开发。第一阶段将涉及充血性心力衰竭的人的老年家庭护理人员，以及呼叫中心专业人士咨询委员会和健康素养和老年护理研究领域的领导者。将准备低识字DVD和一本包含一系列低文章文章的小册子，涉及与老年护理人员相关的精选主题。这种干预的理论基础是Lazarus和Folkman的压力和应对模型。所有总结性评估工具将基于这些结构。 DVD和小册子的功效将在准实验前设计中进行评估，该设计与36名非裔美国人，西班牙裔，高加索人和亚洲符合亚洲医疗保险的老年人护理人员为可充血的心脏衰竭提供辅助医疗保健护理人员的帮助。这项研究中测得的结果包括护理人员的自我效能感，知识和意图，以改变护理技能和护理人员应对的领域。第二阶段将扩大护理人员材料以覆盖所有领域，添加有关慢性阻塞性肺部疾病的信息以及呼叫中心教练所需的员工模块，包括培训，调查，谈话要点以及征用DVD-VIDEO，印刷和电子邮件支持材料。在第二阶段，完整的计划将进行大规模的随机临床试验，涉及老年护理人员，以及对参与呼叫中心人员的过程和影响评估。公共卫生相关性：老年护理人员是卫生保健团队不可或缺的一部分，促进护理计划的依从性并实现独立的生活。此外，作为老年人本身，他们会面临自己的健康挑战，这通常会因护理人物的角色而加剧。该计划旨在帮助疾病管理呼叫中心教练为疾病管理技能领域，护理计划依从性，照料者应对和护理人员的自我保健提供最先进的支持，包括DVD-Video上可用的低识字后续材料，或作为纸质副本或电子邮件或电子邮件文章。