Engaging Patients Through Coaching Robyn Fulkerson,

. Who is Sykes Assistance? 2.5 million annual contacts 6 million registered customers 18.9 million covered population 24/7 services Bilingual + specialty languages 5,000 + contracted providers 15,000 + referral services 800+ physician provider groups  Established in 1955  Division of SYKES Enterprises, US  NASDAQ:SYKE  900 Canadian employees  50,000 employees globally Health/Coaching Service Area SAS Clinical Contact Centre Site 2

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Customer Service Industry February 1, 20134

Healthcare Evolution

. CareCoach® Model  Case-based coaching  Evidence-based behavioral models  Clinical oversight and escalation  24/7 inbound support  Referral networks 6

Service Evolution  Motivational Interviewing  Participant led goals  Case approach  24/7 support  Symptom Assessment  Prescriptive goals  Call centre approach  24/7

Smoking Cessation Outcomes NAQC Evaluation 2009 Our Results Canadian Ranges US Ranges Quit after 7 days34%3% to 21%6% to 27% Quit after 30 days29%0% to 19%16% to 23%  Increased client engagement  Increased provider referrals  Improved client insights  Redefined cultural requirements

Remote Patient Monitoring Metabolic Syndrome, Rural On Feasibility of technology & remote care to enable self-management, self- efficacy, and improved health outcomes Seniors Engagement Canadian Centre for Activity & Aging Program registration, engagement & Coaching of behaviour change post program discharge HealtheSteps Community Pharmacist referrals, on-site assessment, fitness prescriptions, behaviour change coaching PHAC HealtheSteps Remote coaching of lifestyle management for chronic disease, mobile app referral, national scale support 9 Research Commercialization

Improved clinical measures: Cholesterol, BP, BMI Lifestyle Change: High self-efficacy, improved engagement with health Successes: 96% acceptance, 91% adherence overall, 85% very satisfied Rural Metabolic Syndrome Remote Monitoring Dr Robert Petrella et al, Lawson Health Research Institute 10

Learnings: Participant Engagement  Health decisions are made outside office hours  We all have lives  Cool is as cool does  Don’t love em and leave em