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）：随着私营部门疾病管理组织的呼叫中心逐渐成为与医疗保险人群的护理协调角色，需要材料来帮助教练协助老年护理人员履行和维持其作为患者依从促进者的角色。此外，老年护理人员本身也经常患有慢性病，但他们为了照顾患病配偶的需要而忽视了这些疾病。呼叫中心低识字率老年人护理人员支持是一个多层次的 Web 应用程序，旨在培训呼叫中心教练解决护理人员问题，并促进以各种低识字率格式发送给护理人员的后续媒体申请（ DVD 视频、四年级阅读水平印刷媒体通过电子邮件或邮寄发送）。拟议的系统将与现有的呼叫中心软件集成，帮助教练评估老年护理人员在疾病管理、护理计划遵守情况、个人应对护理人员角色以及护理人员自我护理方面的需求。根据护理人员对调查的反应，教练将获得一份个性化的谈话要点菜单和与呼叫者相关的电话脚本。教练还可以根据呼叫者的特定项目申请定制的教育材料，并将其发送给护理人员。由于 59% 的老年人的健康素养处于基础或低于基础水平，因此所有材料都将按照医学研究所针对健康素养较低的个人的建议来编写。第一阶段将涉及对充血性心力衰竭患者的老年家庭护理人员进行形成性评估，以及由呼叫中心专业人员和健康素养和老年人护理研究领域的领导者组成的咨询委员会。将制作一张低识字率 DVD 和一本包含低识字率文章集的小册子，内容涉及与老年护理人员相关的选定主题。这种干预的理论基础是拉扎勒斯和福克曼的压力和应对模型。所有总结性评估工具都将基于这些结构。 DVD 和小册子的功效将通过准实验性前后设计进行评估，由 36 名符合 Medicare 资格的非洲裔美国人、西班牙裔、白种人和亚洲人老年护理人员为患有充血性心力衰竭、符合 Medicare 资格的护理接受者提供帮助。本研究测量的结果包括护理人员的自我效能、知识以及护理技能和护理应对领域的改变意图。第二阶段将扩大护理人员材料以涵盖所有领域，添加有关慢性阻塞性肺疾病的信息以及呼叫中心教练所需的人员模块，包括培训、调查、谈话要点以及 DVD 视频、印刷品和电子邮件支持的申请材料。在第二阶段，完整的计划将进行一项涉及老年护理人员的大规模随机临床试验，并对参与的呼叫中心工作人员进行流程和影响评估。公共卫生相关性：老年护理人员是医疗保健团队不可或缺的一部分，有助于遵守护理计划并实现独立生活。此外，作为老年人本身，他们也面临着自己的健康挑战，而他们的照顾角色往往会加剧这些挑战。该计划旨在协助疾病管理呼叫中心教练在疾病管理技能、护理计划遵守、护理人员应对和护理人员自我护理等领域为老年护理人员提供最先进的支持，包括识字率低的后续护理提供 DVD 视频、硬拷贝或电子邮件文章形式的材料。