DEPRESSION

Intro and Foundation

INTRO

This is _______ calling on behalf of On Trak, which is a (HP) program.

FOUNDATION

I’m calling to go over a health benefit that (HP) has chosen you to be in. (HP) would like for you to just try it in hopes that it will improve your health a little bit (by offering add'l support)...

We offer different services to assist you in reaching your health goals...

Discovery

OARS - DISCOVERY STAGE

Can you tell me, what is it that you would like to improve on when it comes to your health? (or quality of life)

Generic Open Ended Questions for DEPRESSION

What's causing this?

When did it start?

What impact does this have on your daily activities?

What impact does this have on your sleep?

How does this effect your social life?

When was the last time you remember FEELING GOOD?

What is your self-talk like? (do they feel guilty for not getting more done, for lashing out at people, for being crabby, for skipped social activities etc.)

That sounds like…. (you’ve been through a lot • it took a lot of courage • it helped shape who you are today)

That must have been…(painful • hard work • difficult • satisfying • gratifying • such a proud moment)

The steps you are taking show a great deal of … (strength • resolve • character • patience • dedicatio

It took a lot of strength to… (pull through that the way you did • share that with me • go through that)

It appears that you are going through… (a major change in your life • a difficult time • a lot of upheaval)

It must have taken a lot of work to… (get to where you are today • accomplish that • get through that)

AFFIRMATIONS

So you feel...(“so you feel it’s hopeless”)
It sounds like you...(“it sounds like you feel it’s hopeless”)

You're wondering if...(“you’re wondering if there’s really anything that can help”)

For you it's like…(“for you it’s like this will never change”)

SUMMARY

rEFLECTIVE lISTENING

REFLECTIVE LISTENING

So what we’ve been talking about is…Am I on the right track?

So my understanding of what you’ve been describing is… Is that right?

Here is what I’ve heard…..Did I miss anything?

Let me see if I understand so far…..Is that correct?

SUMMARY

Tailoring

TAILORING THE PROGRAM

As I stated previously...(HP) would like for you to try this to see if it can help. If gone untreated, depression can lead to diabetes, heart disease and strokes. Untreated depression can lead to decreased activity which leads to impaired immunity, sleep disturbances, anxiety, and decreased concentration - which makes it extremely difficult to make healthy choices.

IT'S CRITICAL TO GET AS MUCH SUPPORT AS POSSIBLE WHEN SUFFERING FROM DEPRESSION.

It all starts with the CARE COACH. Friends and family may not understand just how much depression is affecting you inside and out. Your care coach will help to assess not only the severity and frequency of your depression, but how it affects your other body systems.

They can help provide you with resources for coping with depression that are specific to you.

They also work hand in hand with other medical professionals to ensure you are receiving the best support possible, such as a skill building Counselor, who specializes in anxiety/depression/ and stress management. They can help provide you with new coping skills when the depression comes on, and address some of the underlying issues that could be contributing.

Along with your Primary Care Provider, there is an MD/Psychiatrist available to ensure that any suggestions they provide you with are going to be healthy for you and not have any poor interactions with medications you currently take, as well as not having any adverse effect on your health or your other health concerns. The MD will be available to help with medication management if necessary, or to adjust any medication you may currently be taking.

They also work with my of my favorite people - the Nutrition Specialist, who's job it is to dig through the mounds of nutritional information and research FOR you to help you identify foods that could be triggering your depression and making it worse. They can also help you to incorporate new foods that not only boost your immune system naturally, but help your mental health as well OK?

Close VPA

CLOSE - GETTING THE VPA

Because (HP) has referred you to this to support you with your depression, they are covering this 100%, which means you’ll never have to pay a dime out of your own pocket. Not only is it 100% covered by (HP), but it’s also 100% covered by HIPPA which means it’s completely confidential, not even (HP) will know what’s being discussed. The CC will reach out every 3-4 weeks to check in but you can call/text or email them at any time OK?

You can reach out to them for anything at all such as….additional support if you're having a particularly difficult day, or if you have a question about nutrition, or you just want to speak with a counselor or therapist. You can contact the CC at any time and they will help facilitate anything that you need. As I stated, because this is done at your pace, they only reach out to you every 3-4 weeks unless you request more frequent contact, OK?

Great! So, the only thing I need to do is grab your CC so I can introduce the two of you. Is this the best # for the CC to reach you at each month when they call? And lastly, before I can bring them on the line, I am required to ask “Do you agree to enroll in the OTP at this time?” so we can start providing resources and support to help you with your depression? Ok, great. I’ll bring them on the line now.

Transfer

TRANSFER

Introducing the CC; this can make or break whether the mem enrolls....

You’re going to hear a beep on the line, that’s them joining us. I will introduce the two of you, provide them with your ID# and an overview of what we’ve talked about so you’re not starting from scratch - then I’ll get off the line so the two of you can speak freely, OK?

Don’t rush this part. Even if you send notes to the CC, give them a brief overview of what you and the mem have talked about so they get off to a strong start…..

Example for Weight Loss: ”Sue has tried so many things in the past, she has pretty much given up on anything working for her. Her biggest challenge is snacking at night in front of the TV.

I covered the role you and the counselor will play in helping her with this, I want to thank you for taking her under your wing!

Sue, I’m going to leave you in (CC Name) very capable hands, you’re not going to have to do this alone anymore!”

AFFIRMATIONS

That sounds like…. (you’ve been through a lot • it took a lot of courage • it helped shape who you are today)

That must have been…(painful • hard work • difficult • satisfying • gratifying • such a proud moment)

The steps you are taking show a great deal of … (strength • resolve • character • patience • dedicatio

It took a lot of strength to… (pull through that the way you did • share that with me • go through that)

It appears that you are going through… (a major change in your life • a difficult time • a lot of upheaval)

It must have taken a lot of work to… (get to where you are today • accomplish that • get through that)

DO YOU WORK FOR (HP)?

No, we're a program that's covered by the health plan. If you call the number on the back of your card, the customer service reps that help you DO work directly for health plan, but your Dr, Physical Therapist, Dentist, etc..... none of us work directly for (HP).

(HP) has chosen you to be a part of this health and Wellness plan and because they've chosen you for it they're covering it 100%; you don't have to pay a dime out of pocket for this.

ASK AN OPEN ENDED QUESTION TO REGAIN CALL CONTROL

AFFIRMATIONS

That sounds like…. (you’ve been through a lot • it took a lot of courage • it helped shape who you are today)

That must have been…(painful • hard work • difficult • satisfying • gratifying • such a proud moment)

The steps you are taking show a great deal of … (strength • resolve • character • patience • dedicatio

It took a lot of strength to… (pull through that the way you did • share that with me • go through that)

It appears that you are going through… (a major change in your life • a difficult time • a lot of upheaval)

It must have taken a lot of work to… (get to where you are today • accomplish that • get through that)

WHY ARE YOU CALLING ME?

If I'm calling it's normally due to higher claims in the past 12 months or it could be from an ER visit, hospital stay, or outpatient treatment.

ASK AN OPEN ENDED QUESTION TO REGAIN CALL CONTROL

AFFIRMATIONS

That sounds like…. (you’ve been through a lot • it took a lot of courage • it helped shape who you are today)

That must have been…(painful • hard work • difficult • satisfying • gratifying • such a proud moment)

The steps you are taking show a great deal of … (strength • resolve • character • patience • dedicatio

It took a lot of strength to… (pull through that the way you did • share that with me • go through that)

It appears that you are going through… (a major change in your life • a difficult time • a lot of upheaval)

It must have taken a lot of work to… (get to where you are today • accomplish that • get through that)

HOW DID YOU GET MY #

The on track program is a health and Wellness program that your insurance provider has referred you to in the hopes that we can help you to improve your health and quality of life without seeing MORE doctors!

ASK AN OPEN ENDED QUESTION TO REGAIN CALL CONTROL