Registry Marketing and Recruitment Making Contact Is One Thing, Managing Contacts Is Something Else

Have You Asked Yourself… “We built it, so what now?” Simply translated, now that we have a dynamic immunization registry, how do we get our health care community to use it and get data into the system?

Background Ohio’s immunization rates were 4 th lowest in the U.S. in 2001 Used client server registry in 137 local health districts since 1996 IMPACT SIIS manages inventory, HL7 interfaces, coverage reports and reminder/recall enters into pilot production February 2001

Our Playing Field Ohio health care serves 11.4 million people across 88 counties Home to the 15 th (Columbus) and 33 rd (Cleveland) largest cities in the U.S. Diverse statewide demographic….28 counties in “Appalachian Country” More than 3,000 provider sites across the State No legislative mandate or protection…registry participation is volunteer-based One of few states without Varicella Law Little or no connection with the private provider

The Challenge How do we recruit, train and retain a diverse user base with limited resources? VFC/Registry/ Vaccine Warehouse Administrator Registry Manager/ Quality Control Help DeskProgrammer Health Program Coordinator

The Plan Initiate dedicated marketing, recruitment and training program to help: –Assess the needs or our constituents –Learn from previous mistakes –Rebuild relationships –Identify registry champions –Support our stakeholders –Work “hand-in-hand” with our providers –Compliment ODH’s field representatives

The Plan at Work Secured contractor support to develop and execute marketing plan “Grass roots” campaign initiated March full-time staff employed to inform, recruit, train and support health care community –Provide system demonstrations and personal training –Help connect health care communities –Support grand rounds and regional coalitions Number of providers increased from 130 in 2002 to 710 in 2003

“Here comes the circus”….now you see us, now you don’t Registry adoption is a multi-phased process and doesn’t happen overnight Momentum takes time The Price of the Personal Approach Integration IMPACT usage applied to practice workflow Adoption Difficulties overcome & usage is consistent Frustration Usage difficulties encountered Initiation New user begins to use the IMPACT Introduction User is contacted and appointment scheduled

A Whole New Challenge How do we track all of the providers that have been contacted and the associated activity? How do we keep track of where we’ve been and where we need to go? How do we know who is using the registry and who is not? How can we track frustration levels? How can we prioritize our efforts dynamically? “Making contact is one thing, managing the contacts is something else completely.”

Necessity Breeds Solutions The IMPACT SIIS Recruitment & Training Contact Management System is developed to support the adoption lifecycle and increase trainer efficiency

CMS Features Multiple search options Outreach team calendar Various reports including “ad hoc” ability File upload maintaining central repository of all critical outreach documentation Integrated with IMPACT SIIS Software Maintenance Tracking System and Call Center application Capability to activity directly from CMS Simplified user administration Useful links

CMS Features Outreach team training calendar View Contact Management Information –Detail Follow-Up –Drill down by County –Identify outstanding issues – reports/info Coordinate: Registry, Call Center, Training, Ordering, VFC Profile Links -training, development, breaking news

How To Search “Quick” and “Advanced” searches are available

Outreach Team Calendar The embedded calendar provides everyone involved with immediate visibility to the statewide schedule

Reports What good is the information without the ability to analyze it?

Central File Repository The “Upload File” feature simplifies the capture and accessibility of critical documentation

IMPACT Software Maintenance To stay abreast of system bug fixes and enhancements, team members have access to the Software Maintenance Tracking System.

Data Migration For sites that using EMR, PMS, and/or billing systems, the migration process is tracked so that the provider can be kept informed of the data load progress.

Call Center Support The Outreach team has the ability to stay on top of and track the progress of user issues logged to the IMPACT SIIS Call Center. In addition to “Issue Tracking”, the Call Center includes a knowledge base, “IMPACT FAQs”, searchable issue history and reports.

Vaccine Order Status CMS links to IMPACT so that the Outreach team can check the status of a vaccine order.

Registry Usage To help prioritize follow-up activity and improve retention, team members can analyze registry usage and contact sites where usage has dropped off.

VFC Profile Access to the sites VFC Profile information provides a quick snapshot to both the Outreach team member and the Department of Health’s VFC field representative.

The Results Personal visits, system demonstrations and trainings have been made to 1,111 individual provider sites (137 public health and 974 private) XXX sites have registered to use IMPACT SIIS CMS “Outreach Team” members consist of 45 individuals from senior ODH Immunization Program staff, regional coalitions, AAP, OAFP, VFC field reps, ODH Immunization field reps, and recruitment & training staff

Saturation Levels To further assist in effort prioritization contacts, levels of satisfaction and usage, and other criteria can be tracked graphically.

Now It’s Your Turn Questions…Bueller? Bueller?