Bi-directional “Action/Response” Care Messages
Personal Concierge technology allowed for messaging to be initiated in both directions: Provider to Member and Member to Provider
Provider-Initiated Care Messaging Provider-initiated messaging included reinforcing concepts that were introduced in the day program setting or promoting social interaction during non-program hours.
Member-Initiated Care Messaging BehavioralRx technologies also included a system of Care Messages that were sent to the participant on an as-needed basis. For example, if a member was experiencing a challenging situation at any time, they could text in a specific word to receive support content tailored to their particular need. This Care Messaging provided in-the-moment support when a participant needed it most, but members also reported relying on them at later times as well, re-reading specific messages in the middle of the night rather than perseverating about negative experiences. Based on their survey, members were assigned a different Care Message regimen, each with a specific tone, content, frequency and overall positioning determined to best support their personal journey to recovery. For example, motivational messages were sent to all members at 7:00 AM and 5:00 PM, before and after attending the program. However, additional messages were planned and tailored to each member’s individual challenges, values and personal schedule, providing intervention during the times that members perceived themselves as most isolated and, therefore, more likely to engage in high-risk behaviors.
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TRANSFORMING THE PERCEPTION OF MENTAL HEALTH COMMUNITY SERVICES
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