268436 Impact of multilingual telephone health outreach messages on overall health and wellness related to diabetes, hypertension, and other conditions in mental health consumers with limited English proficiency (LEP) and low functional health literacy (FHL)

Tuesday, October 30, 2012

Katherine Weiland, MPH , LanguageMate, New York, NY
Tianne Wu, MPH , LanguageMate, New York, NY
Margaret Bradley, MPH , Research, LanguageMate, New York, NY
Jorge Bernal , 102 W. 38th St, LanguageMate, New York, NY
Bill Z. Tan, BS , LanguageMate, New York, NY
BACKROUND: Numerous studies have shown that health-related Interactive Voice Response (IVR) technology leads to positive health outcomes. However, the overwhelming majority have targeted only English speakers. We have developed the Messenger System which enables providers to effectively and efficiently maintain telephonic communication with consumers throughout the continuum of care, and will empower consumers with LEP and low FHL to improve their health.

OBJECTIVE/PURPOSE: The objective is to evaluate the efficacy of the Messenger System in a real-world clinical setting.

METHODS: We will conduct a randomized controlled trial with 220 mental health consumers. Participants will receive approximately 20 messages over six months. Messages will contain information promoting healthy lifestyles and control of diabetes and hypertension. Baseline and post-intervention clinical data and questionnaires will be collected and compared to measure changes in health knowledge, behaviors, and attitudes.

RESULTS: Results for the RCT described above will be available in October 2012. However, results of an earlier study within the Korean community revealed that IVR interventions are an effective means by which to increase completion of the hepatitis B vaccination (HBV) series and promote knowledge of HBV. It demonstrated that HBV knowledge increased 42% (p=0.015) among participants in the intervention group; in contrast, knowledge increased only 26% (p=0.00) among those in the control group.

DISCUSSION/CONCLUSION: By using a healthcare-centric IVR system, the Messenger system promises to be an effective means to increase health awareness and enhance disease management among all populations but specifically those with limited English proficiency and low functional health literacy.

Learning Areas:
Administer health education strategies, interventions and programs
Advocacy for health and health education
Assessment of individual and community needs for health education
Chronic disease management and prevention
Communication and informatics
Implementation of health education strategies, interventions and programs

Learning Objectives:
Discuss the need for language-concordant, culturally-appropriate telephone messages that could reduce health disparities. Describe the innovative role IVR messaging can play as a health promotion tool for all populations but specifically for LEP and low FHL groups. Explain how IVR systems are an effective means to acquire critical health knowledge and are adoptable for both patients and providers.

Keywords: Communication Technology, Health Promotion

Presenting author's disclosure statement:

Qualified on the content I am responsible for because: I have implemented this and other federally funded projects evaluating health IT innovations aimed at improving patient-provider communication.
Any relevant financial relationships? No

I agree to comply with the American Public Health Association Conflict of Interest and Commercial Support Guidelines, and to disclose to the participants any off-label or experimental uses of a commercial product or service discussed in my presentation.