Rethinking Service Development Through Face-to-Face Interviews
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This document discusses rethinking service development through face-to-face interactions. It promotes using human-centered design principles like field research, listening, brainstorming and piloting ideas with members to continuously improve services. Examples highlighted include programs providing food education to improve health, connecting people to reduce social isolation, and wellness initiatives that have reduced emergency room use and hospitalization while improving behavioral health outcomes.
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Rethinking Service Development Through Face-to-Face Interviews
- 1. Face-to-Face: Rethinking Service Development Jeanie Lunsford-Batson Sr. Manager, Communications ® ®
- 4. TM TM TM
- 6. CACs were developed “ …to ensure the health of the consumers and community are being addressed.” - Senate Bill 1580
- 7. North Coast Pain Clinic Sponsored by Columbia Pacific CCO www.colpachealth.org/north-coast-pain-clinic
- 9. • Ask • Listen • Learn • Co-Develop Ideas with Members • Test by Continuing to Ask & Listen • Produce • Continuously Review
- 10. Human-Centered Design • Field Research • Listening • Brainstorming • Prototyping • Piloting • Production
- 11. • Sharing • Connecting • Benefitting • Overcoming Social Isolation www.opb.org/news/series/vitalsigns/give-2-get-how-being-needed- can-make-you-better/ TM
- 13. Food RxTM • Providing education • Improving chronic conditions • Changing behaviors
- 15. Health ResilianceTM • 13% members = 52% cost • Dropped 34% ED use • Dropped 35% hospitalization • Increased 17% Behavioural Health & Chem Dep visits • 9.1 out of 10 provider survey
- 16. Any Questions?
- 17. Thank You Jeanie Lunsford Sr. Manager, Communications CareOregon lunsfordj@careoregon.org 503-416-3626 (office) 503-703-5260 (cell) Copyright © Nov. 2014 by CareOregon, Inc.