1 NH ServiceLink Resource Center Pilot Evaluation UNH Institute for Health Policy & Practice UNH Survey Center

December 6, 2006 NH Institute for Health Policy & Practice / UNH Survey Center 2 History  8 ServiceLinks existed in NH since 2000 – all operated independently. 2 to be evolved into ADRCs – Belknap and Strafford County ServiceLinks chosen as pilot sites  After delays in approval, pilot sites were opened in January 2005

December 6, 2006 NH Institute for Health Policy & Practice / UNH Survey Center 3 Evaluation Design  Developed based on national guidelines Developed as a partnership with NH HHS, Lewin Group, UNH IHPP and UNH Survey Center  Developed as a process evaluation as well as a summative evaluation.  Regular meetings to present progress and results to steering committee  Multiple populations & multiple instruments General Public: Granite State Poll Customers: Customer Satisfaction Surveys Health Care Providers: Provider Surveys o “Aware” & “Unaware” Providers o “Hard to reach” population providers State Agencies: State Agency Surveys  Common questions when possible  Administrative data from Refer 7 client database

December 6, 2006 NH Institute for Health Policy & Practice / UNH Survey Center 4 General Public Surveys  Interviewed by telephone (RDD)  Most do not have need for ServiceLink services Too young or no elder/disabled person in HH  Despite two years of SLRC operation (and several years of pre-SLRC operation), few people in pilot counties are aware of ServiceLink  More than ¾ say they would use SLRC if needed  Hard to impact general public awareness without significant advertising. Need extensive marketing to make general public aware.

December 6, 2006 NH Institute for Health Policy & Practice / UNH Survey Center 5 General Public Evaluation Goals  Awareness: After 3 years, 30% of NH adults in pilot counties will be “very” or “somewhat” familiar with ServiceLink name, as measured in by Granite State Poll – “Unaided Awareness” 24% increase over 3 years  Public trust: After 3 years, 75% of NH adults in pilot counties will trust the information provided by ServiceLink “a lot” or “somewhat”, as measured by the Granite State Poll Increase of 22% over 3 years  Likelihood of Using: After 3 years, 75% of NH adults in pilot counties will be “very” or “somewhat” likely to call ServiceLink if they needed information, as measured by the Granite State Poll – “Aided Awareness” Increase of 15% over 3 years

December 6, 2006 NH Institute for Health Policy & Practice / UNH Survey Center 6 “How familiar are you with an information service called the ServiceLink Resource Center... very familiar... somewhat familiar... not very familiar... or not familiar at all?” (Pilot Counties) Goal: 30% of adults in pilot counties will be “very” or “somewhat” familiar with SLRC name

December 6, 2006 NH Institute for Health Policy & Practice / UNH Survey Center 7 “As you may know, the ServiceLink Resource Center is a free telephone service that provides information about programs and services that are available to the elderly and the disabled. Have you, or anyone in your household, ever called the ServiceLink Resource Center for information about services available for the elderly or the disabled? ” (Pilot Counties)

December 6, 2006 NH Institute for Health Policy & Practice / UNH Survey Center 8 “If you or someone else in your household, needed information about services for the elderly or disabled in New Hampshire, how likely would you be to call the ServiceLink Resource Center... very likely... somewhat likely... not very likely... or not likely at all?” (Pilot Counties) Goal: 75% of adults in pilot counties will be “very” or “somewhat” likely to call SLRC if they needed information

December 6, 2006 NH Institute for Health Policy & Practice / UNH Survey Center 9 ServiceLink Resource Center Customer Satisfaction Survey  Mailed by SLRC to clients / family member Returned to UNH Survey Center to assure confidentiality  Goals – 90%+ agree with each statement Have achieved this level of satisfaction in most areas. Familiarity with services provided is somewhat low

December 6, 2006 NH Institute for Health Policy & Practice / UNH Survey Center 10 I am familiar with the services provided by SLRC.

December 6, 2006 NH Institute for Health Policy & Practice / UNH Survey Center 11 I trust the information provided by SLRC.

December 6, 2006 NH Institute for Health Policy & Practice / UNH Survey Center 12 I would recommend SLRC to a friend or relative.

December 6, 2006 NH Institute for Health Policy & Practice / UNH Survey Center 13 Overall, I am satisfied with my experience with the SLRC.

December 6, 2006 NH Institute for Health Policy & Practice / UNH Survey Center 14 I would use the SLRC again.

December 6, 2006 NH Institute for Health Policy & Practice / UNH Survey Center 15 Did the assistance you received from SLRC help you make more informed decisions about care and services? (Percent “Yes”)

December 6, 2006 NH Institute for Health Policy & Practice / UNH Survey Center 16 State Agency Survey  Fielded in Spring 2005, second wave will be conducted this Spring Conducted by  Most respondents (83%) are DHHS BEAS employees.  Goals – 90%+ aware of SLRC services and why to refer to SLRC

December 6, 2006 NH Institute for Health Policy & Practice / UNH Survey Center 17 Ratings of SLRC: Among those who rated SLRC - moderate to high ratings

December 6, 2006 NH Institute for Health Policy & Practice / UNH Survey Center 18 State employees heard of SLRC through work related sources

December 6, 2006 NH Institute for Health Policy & Practice / UNH Survey Center 19 Why refer to SLRC?

December 6, 2006 NH Institute for Health Policy & Practice / UNH Survey Center 20 Provider Survey  Surveys (mail & web-based) of aware and unaware providers identified by SLRC staff in May, Second wave Spring 2007  Goals: 90%+ of aware providers will be aware of SLRC services and agree with statements about SLRC. Increased awareness among unaware providers.

December 6, 2006 NH Institute for Health Policy & Practice / UNH Survey Center 21 “Are you familiar with the ServiceLink Resource Center?"

December 6, 2006 NH Institute for Health Policy & Practice / UNH Survey Center 22 I am familiar with the SLRC and the services provided by SLRC. (AWARE PROVIDERS ONLY)

December 6, 2006 NH Institute for Health Policy & Practice / UNH Survey Center 23 I trust the SLRC to make appropriate referrals to me and elsewhere on behalf of clients. (AWARE PROVIDERS ONLY)

December 6, 2006 NH Institute for Health Policy & Practice / UNH Survey Center 24 I would refer clients/patients to the SLRC again. (AWARE PROVIDERS ONLY)

December 6, 2006 NH Institute for Health Policy & Practice / UNH Survey Center 25 Lessons Learned  Good news! Program was expanded in 2006 to 5 additional counties and this year to the rest of the state.  History of separately run ServiceLinks: Made consistent implementation of surveys difficult. Consistent coding of intake information has been a concern. Makes it difficult to judge implementation of quality improvement steps.  The idea of quality improvement is a change of mindset for many service providers.  Lack of marketing budget makes it very difficult to improve visibility, even among provider groups. Need innovative, targeted marketing strategies to potential consumers, providers, and state agency personnel  The idea of marketing social services is foreign: Policy makers fear the “woodwork effect.” If a marketing budget is there, it typically gets cut in favor of direct services.