Redesigning QUITPLAN Services: A Case Study from ClearWay … · 2018. 4. 4. · Redesigning...
Transcript of Redesigning QUITPLAN Services: A Case Study from ClearWay … · 2018. 4. 4. · Redesigning...
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Redesigning QUITPLAN® Services:
A Case Study from ClearWay MinnesotaSM
1
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Today’s Presenters
• Paula Keller, M.P.H., Director of Cessation
Programs
• Marietta Dreher, Director of Marketing and
Communications
• Mary Kokstis, Vice President, Client Services
• Barbara Schillo, Ph.D., Vice President
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Today’s Presentation
• Rationale for Making Changes
• Research Process and Findings
• The New QUITPLAN Services
• Implications for Service Provider
• Key Evaluation Findings
• Lessons Learned
• Q&A
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Mission:
To reduce the harm
that tobacco causes
Minnesotans through
research, action and
collaboration
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5
2011 Service Offerings
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Why Change QUITPLAN® Services?
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Help Achieve our Legacy Goals
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QUITPLAN® Services Volume
0
2000
4000
6000
8000
10000
12000
FY08 FY09 FY10 FY11 FY12 FY13
Calls
Web Registrants
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Improve Use of Technology
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Build Consumer Demand
Engaging as many tobacco users as
possible in the quitting process
– View smokers as consumers
– Look at quitting from their perspective
– Meet consumers’ needs and wants
– Promote quitting in ways that reach
smokers where they’re at
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Today’s 21st Century Smoker
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Research Process and Findings
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2011: Scan of Literature and Key
Informant Interviews
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• Continue providing Helpline
• Free NRT
• Online access to all services
• Facebook with Quit Coaches
• Text messaging
Key Findings and Recommendations
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• Two Phase approach
• Online bulletin boards
• Focus groups
2012: Talk to
Tobacco Users
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Phase I: Online Research and Diaries
Task: What does it mean to be a smoker?
Provide images you associate with a smoker.
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Phase I: Online Research and Diaries
Task: If you were abducted by aliens, where
might I find evidence you were a smoker?
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Phase II: Focus Group
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Phase II: Homework
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Two Quitting Styles
“I want to do it
my way”
“I need all the
help I can get”
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Quitting Style: “I need all the help I can get”
Giving you a lot of tools to
help. Oh the gum didn’t
work, try the patch. Oh you
need more encouragement
jump online.
I appreciate all the help I
can get. While it is a
personal journey, it never
hurts to have support.
• Counseling
• Online social support
• Website with tracking
tools
• Quit guide
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Quitting Style: “I want to do it my way”
It is mind over matter. If
you really want to quit,
then you’ll do it.
Making your own
decisions, standing on
your own two feet.
• Free nicotine
replacement
– no counseling
• Online
information
• Quit guide
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• Meet smokers where they are
• Reduce barriers to quitting
• Variety of service offerings
• Help overcome ambivalence to change
Key Findings and Recommendations
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2013: Building the New Services
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2014: Launch of the New Services
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More Online Content
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Mobile App
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Responsive Design
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Marketing Campaign
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No Judgments. Just Help.
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What tobacco users said:
Feeling to quit after
seeing this…. All these
have happened to me.
QUITPLAN looks caring.
Something different than
the standard stop smoking
ad.
They understand how
hard it is to quit. I liked
the no judgments.
No judgments. Free help –
patches, texts, etc. Gives
people what they want
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Implication for Service Providers
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Evaluation
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Suite of Studies
• Utilization
• User Experience
• Satisfaction
• Outcomes
• Reach
• Cost per Quit
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Reach
49
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QUITPLAN Services Volumes
QUITPLAN Services 2013
First Year
New QUITPLAN Services
• 16,000 Minnesotans• 5,900 Minnesotans
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Reach Ratio Across
Minnesota
Regions
Northwest
0.82 Northeast
1.12
West
Central
1.01 Central
0.99
Southwest
0.88Southeast
0.89
South Central
1.07
Metro
1.02
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How are People Accessing Services?
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Almost all
participants
reported easy
registration – both
online and phone
Registration: Phone and Online
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What Are People Choosing?
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Registration by Service Category
15%
85%
Helpline
IndividualServices
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Individual Services Registrations
• NRT Starter Kit: 93.8%
• Quit Guide: 55.7%
• Email: 36.8%
• Text: 22.1%
Sum of percentages is greater than 100% because participants can
choose one or more Individual QUITPLAN Services
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Participant Characteristics
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Select Characteristics by Service
• Starter kit only – more men
• Starter kit plus text – youngest average
age
• Helpline – highest percentage of
Black/African American enrollees
• Helpline – oldest average age
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Satisfaction
59
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71%
74%
77%
20%
20%
19%
10%
6%
4%
Helpline
Starter Kit Only
Starter Kit PlusEmail/Text
Very/mostly satisfied Somewhat satisfied Not at all satisfied
Satisfaction at Seven-Month Follow-Up
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“My coach would bring
stuff out and show me
things that I didn’t see.
It’s like, surprises come
from the side, not the
front.”
“It’s amazing. When I
decided to quit, I
thought ‘who will
care?’ It was so
awesome to know
that someone did
care and was
working to help me.”
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“It became very real that it’s a
chemical addiction…I
wouldn’t have lasted a week if
I didn’t know those lozenges
were coming.”
“I know the patches are
cheaper than smoking, but it’s
so much harder to find $40 for
a box of patches...than $6 for
a pack…”
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Outcomes
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26.1% 29.6% 25.5%
Overall(n=1170)
Helpline(n=312)
Individual Services(n=858)
Quit Rates: Tobacco free for 30 days
at seven-month follow-up
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31.8%
NAQC Rate(n=271)
30%
NAQC
Goal
QUITPLAN® Helpline Quit Rate
exceeds North American Quitline
Consortium (NAQC) standard
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Other Behavior Change
66
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83.7% 81.4% 84.0%
Overall(n=1170)
Helpline(n=312)
Individual Services(n=858)
Quit Attempts: The majority of
participants quit for at least 24 hours.
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Of those who did
not have a
smoke-free
home,
60% banned smoking in their home
since intake.
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Cost per Quit
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$375.05
$640.65
$328.91
Overall Helpline Individual Services
Cost per Quit
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Evaluation Recap
• Highest volumes since 2009
• Enrolling primarily online
• Individual Services very popular
• High satisfaction and quit rates
• Other behaviors are changing
• Modest cost per quit
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Lessons Learned
72
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Listen to Tobacco Users
73
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Collaborate
74
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The Power of Choice
75
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Technology
76
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77
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78
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79
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80
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It Takes a Village
81
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Key Village People
• ClearWay Minnesota –
Randi Lachter, MPH,
Mike Sheldon
• North American
Research and Analysis
– Jessie Saul, PhD
• Clarity Coverdale Fury
– Kathy Schlecht
• Alere Wellbeing –
Jacalyn Jenssen
• Professional Data
Analysts – Amy Kerr,
PhD, Becky Lien, MPH,
Michael Luxenberg,
PhD
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Questions?
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BUZZ GROUP!
Questions for Each
Individual:
Q1:What do you view as
the 2-3 priorities for
refining and redefining
quitlines for the future?
Q2: What stakeholder
group do you represent
(funder, QL operator,
researcher, national
organization, other)?
Question for Table:
What is the single most
important action we
need to take to refine
and redefine quitlines
for the future?
Online submission at
https://www.surveymonk
ey.com/r/BUZZ1
84