LIVE HEALTHY - DIABETES

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 DIABETES

Do you have Type 1 or Type 2 diabetes? (Type 2 used to be called adult onset, it’s now called Type 2 because even kids are getting it. If they were diagnosed late in life, they likely have type 2. Type 1 is NOT due to lifestyle choices so little can be done to reverse Type 1. Most of our members have Type 2 and most will know it’s type 2)

What complications have you had as a result of your diabetes?

How is your A1C? ("normal" is around 6.5-7)

Are you on insulin?

Do you have good sleep patterns?

How much stress do you have in your life?

How do you feel about where you are with your weight?

What concerns you the most about having Diabetes?

How motivated are you to try to reverse this? (in many cases, Type 2 can be reversed once they make necessary lifestyle changes and don’t return to poor eating habits/high stress/poor sleep etc)

How aware are you of the impact stress/anxiety/depression/moods plays on spiking your blood sugars?

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 for you to try this to see if it can help to manage or reverse your diabetes (only if Type 2). With so many contributing factors such as sleep quality; level of physical activity; stress/anxiety/depression/mood swings; dehydration / dental health (which is a catch 22: it's both a complication of diabetes and a blood sugar spiker), diabetes is nothing to mess around with when it comes to your health.

IT'S CRITICAL TO GET ONE-ON-ONE SUPPORT BECAUSE NO TWO PEOPLE ARE ALIKE.

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 you to track your sleep cycles, stress and anxiety levels, triggers, and blood sugars to keep an eye out for patterns. They can offer support, guidance, and resources to help you with this.

Diet and nutrition can influence the quality of your sleep, moods, and can cause blood sugar spikes as well so we have a Nutrition Specialist available to help answer any questions you may have or to help you come up with fun and creative snack ideas or just to help guide you should you want the add’l support.

Because negative moods (anger, frustration, irritability, sadness) have a big impact on blood sugars, they can also provide a counselor/skill builder or therapist to help offer emotional support or help with focus and motivation if you’re trying to make difficult changes in your life to help cut down on your stress and anxiety. They also help identify the food triggers that cause us to self-sabotage. They help bring awareness to negative thought patterns and how they control our decisions and cause us to fail.

The CC can also put you in contact with an MD or psych if needed for medication management should you find you’re feeling anxious/angry/stressed/depressed and feel meds would be beneficial, OK?

Close VPA

CLOSE - GETTING THE VPA

Because (HP) has referred you to this to provide you with one-on-one support you with your diabetes, 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 diabetes? 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