Transcript Arizona Quitline Strategies and Healthcare

Implementing and Monitoring
Proactive Referral program
Rebecca “Bec” Ruiz-McGill; Bob Leischow; Susan Larsen;
Corbie Ball
May 2005
Arizona Smokers’ Helpline a service funded by the Arizona
Department of Health Services and a part of the University of
Arizona College of Public Health
Data Mining
Helpline collects data with contact
information on anyone who calls for self
or others.
 Mined data for healthcare agents who
had called for resources for their
patients.
 Built a relationship database which
would track these core agents and any
new agents added.

Relationship Marketing
Developed marketing strategy to
increase referrals from these agents.
What do we have to offer?
Why do healthcare providers need
us?
 Coupled effort with Healthcare
Partnership Training Unit and
community-based efforts.

What do we have to offer?

Free cessation services
Telephone quit line
 Group-based classes

Discounted medications
 Free tobacco intervention training with
continuing education credits for
healthcare professionals

What do we have to offer?
Free intervention materials
 Help meet Joint Commission on
Accreditation of Healthcare
Organization’s (JCAHO) specific hospital
core measures to address adult smoking
counseling and adult smoking history

System for Tracking Referrals
Developed Proactive Referral System:
The vehicle is a fax which provides a
clearer system for tracking the # of
referrals received by agent or agency.
 Strategic partners include
GlaxoSmithKline and the healthcare
providers they market to. Others include
Mayo Clinic, WIC clinics and medical
groups and hospitals.

Referring Patient into Services
ARIZONA SMOKERS’ HELPLINE
TOBACCO EDUCATION AND PREVENTION PROGRAM
PROACTIVE REFERRAL FAX




Referral agent
conducts brief
intervention and
encourages patient to
quit.
Gains patient consent
for Helpline call.
Faxes referral to
Helpline.
Helpline calls and
recruits patient into
services.
FROM: (Stamp or write in your contact information here)
FAX TO:
Arizona Smokers’ Helpline
1-877-908-8181
Toll-free fax number
Client Consent and Personal Information Section:
 I understand that the Arizona Smokers’ Helpline will be contacting me with quit tobacco information, community
referrals and/or counseling. My participation is voluntary. I understand that any information I provide will be kept
confidential. I give the Helpline and the referring agency or physician permission to discuss my quit status.
_________________________________________
Client’s Name (please print)
___________________________________________
Client or Guardian’s Signature
 Verbal consent received
___________________________________________
Person obtaining verbal consent (sign and print)
___/___/___ Client Date of Birth
Best time to call client:
_________________________________________
Client’s Address
 8am to 12pm
 12pm to 5pm
_________________________________
 5pm to 8:30pm
 Specific:
_________________________________
 Spanish Speaker
 English Speaker
(_______)________________________________
Phone:
 home  work
 other
Referring Agency Section:
 Adult
Please CHECK ALL THAT APPLY for Client:
 Youth  Youth Diversion  Pregnant/post-partum  WIC
Intra-Agency Section:
If your agency is receiving a proactive referral, please track the client contact information below, and fax this form back
to the agency that sent you this fax: __________________________ (referring agency’s fax number)
Attempt
Date
Time
Result
1
 Reached, accepted services  Reached, declined services  Not reached
2
 Reached, accepted services  Reached, declined services  Not reached
3
 Reached, accepted services  Reached, declined services  Not reached
Comments
____________________________________________________________________________________________________
Outcomes
Tracked efforts to recruit new agents to
refer clients to the Helpline.
 Tracked number of referrals, materials
mailed or contacts.
 Use data to create customized letters
thanking referral agents or agencies for
referrals.

And the numbers say…..
Began tracking 12/30/2002. Data from
12/30/2002 to 6/30/2003 showed 226
proactive referrals received.
 FY 03-04 shows 1,261 proactive
referrals received.
 Data which tracks how clients heard of
services shows referrals from healthcare
providers has increased from 8% FY 9899 to 30% FY 03-04.

How heard of services
Collapsed as Percent 6 yr
90%
80%
Healthcare Provider
70%
Media
Workplace/School
60%
LP/ASH
50%
Friends/Family
40%
30%
Community-Based/Events
WIC Clinic - Comm Based
20%
Telephone Advertising
10%
Other
0%
Total as 98-99 as 99-00 as 00-01 as 01-02 as 02-03 as 03-04 as
%
%
%
%
%
%
%
Other Significant Data
Program data
showing changes
in demographics
over time as
impacted by
media efforts and
the referral
program.
Call language
FY 98-99
FY 00-01
FY 03-04
English
97.40%
77.00%
92.63%
Spanish
2.60%
23.00%
7.32%
Gender
FY 98-99
FY 00-01
FY 03-04
Male
45.80%
46.50%
38.32%
Female
54.20%
53.50%
60.87%
Service Choice
FY 98-99
FY 00-01
FY 03-04
Info and referral
79.80%
42.80%
27.56%
Counseling
20.20%
57.20%
72.44%
Health Insurance
FY 98-99
FY 00-01
FY 03-04
Yes
62.40%
57.80%
84.61%
No
24.30%
31.60%
13.72%
Other
Anecdotally counselors have identified
clients who are proactively referred as
less ready to quit.
 Clients who are proactively referred may
be less likely to accept a referral to a
group-based class.

Contact Information

Arizona Smokers’ Helpline
www.ashline.edu
Arizona Department of Health Services
Tobacco Office www.tepp.org
Rebecca “Bec” Ruiz-McGill
[email protected]