LIVE HEALTHY - COPD

Intro and Foundation

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 COPD

How long have you been living with this?

What is one thing you wish people had a better understanding of when it came to living with COPD?

What's the hardest part of living with COPD?

What have you found the most helpful for you for living with this?

How does this affect your day to day activities?

How does this affect your sleep?

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

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...

TAILORING THE PROGRAM

As I stated previously, (HP) would like you to try this to see if it helps with your COPD. Each person’s COPD is different and so is each management plan.

IT'S CRITICAL YOU GET AS MUCH INDIVIDUAL SUPPORT AS POSSIBLE WHEN DEALING WITH COPD.

It all starts with the Care Coach. Friends and family may not always understand the toll this is taking on you and how badly it’s affecting you inside and out. Your Care Coach will help to assess the frequency of flare ups and how it effects your other body systems.

When you have COPD, the right amount and type of exercise has many benefits and is an important part of staying healthy. They can find resources you need such as safe exercises, stretches, or relaxation techniques – things that are specific to you, that you can do without leaving your home.

Most people are surprised to learn that the food they eat may affect their breathing. The right mix of nutrients in your diet can help you breathe easier. We do have a Nutrition Specialist on standby that can help answer any questions you may have about nutrition and COPD.

Additionally, getting emotional support is just as important as protecting your lungs and staying active so we also have both a counselor/skill builder and an MD available to help you learn to recognize and handle feelings of fear, anxiety, depression, or stress. The MD can also prescribe medications as need for stress/anxiety or depression should you or your primary care physician feel it would be beneficial, OK?

Close VPA

CLOSE - GETTING THE VPA

Because (HP) has referred you to this to help give you individualized support with your COPD, 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 COPD? 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