Enabling Members To Influence Their Care Plans
Bi-directional Care Messages allowed members to identify what they needed, and the system would provide it. These member-initiated support messages were sorted into categories, so a member was able to call for anything from a motivational push that would get them to a meeting to a joke to lift their spirits. This was a critical aspect of the program, as it allowed members the experience of altering their mind-set and changing their habits in real time.
Messages could be generated through a simple keyword that allowed members to quickly identify the type of support or challenge they were facing. The initial categories were:
FENCE Provided motivational messages if someone was "on the fence" about attending a meeting.
MOOD Provided “feel good” motivational messaging.
PEER Provided a peer story about someone successfully managing a similar challenge or experience.
SMILE Provided members with a joke, quick game or small surprise reward.
Bi-directional messaging allowed members to feel a sense of ownership over their own mental health treatment, one of the foundations for a successful recovery journey. This was proven in two separate instances, where members came to the day program and asked for additional support categories and even supplied content suggestions. These member contributions to the program are examples of the BehavioralRx principle of Influence Technology, which is shared decision making that makes the person served an active participant in their care plan. As a result, four more were added:
HALT Coping strategies to manage feelings of being hungry, angry, lonely and tired.
SPIRIT Faith-based advice, quotes and words of wisdom.
RELAX Reassuring and comforting words as they relate to dealing with mental health stigma.
SONG Links to uplifting songs.
The reciprocity of the Personal Concierge program and Care Messaging reportedly enhanced a sense of belonging, fostered change in outlooks and increased resiliency.
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TRANSFORMING THE PERCEPTION OF MENTAL HEALTH COMMUNITY SERVICES
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