Registry Marketing and Recruitment

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Registry Marketing and Recruitment

• Making Contact Is One Thing, Managing Contacts Is
  Something Else

2
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?

3
Background

• Ohios 4-3-1-3-3 immunization rates were 4th
  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

4
Our Playing Field

• Ohio health care serves 11.4 million people
  across 88 counties
• Home to the 15th (Columbus) and 33rd (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 protectionregistry
  participation is volunteer-based
• One of few states without Varicella Law
• Little or no connection with the private provider

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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 Desk
Programmer
Health Program Coordinator
Health Program Coordinator
6
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 ODHs field representatives

7
The Plan at Work

• Secured contractor support to develop and execute
  marketing plan
• Grass roots campaign initiated March 2002
• 4 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

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The Price of the Personal Approach

• Here comes the circus.now you see us, now you
  dont
• Registry adoption is a multi-phased process and
  doesnt happen overnight
• Momentum takes time

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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 weve 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.
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Necessity Breeds Solutions

• The IMPACT SIIS Recruitment Training Contact
  Management System is developed to support the
  adoption lifecycle and increase trainer
  efficiency

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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 e-mail activity directly from CMS
• Simplified user administration
• Useful links

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CMS Features

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

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How To Search

• Quick and Advanced searches are available

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Outreach Team Calendar

• The embedded calendar provides everyone involved
  with immediate visibility to the statewide
  schedule

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Reports

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

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Central File Repository

• The Upload File feature simplifies the capture
  and accessibility of critical documentation

17
IMPACT Software Maintenance

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

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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.

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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.

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Vaccine Order Status

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

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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.

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VFC Profile

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

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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

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Saturation Levels

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

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Now Its Your Turn
QuestionsBueller? Bueller?