Abstract
Background/Aims Kaiser Permanente (KP) has been working to develop a standardized approach to preventive care for Medicare members that includes completion of a Total Health Assessment questionnaire to provide data that the patient’s health care team can use to generate a personal prevention plan as part of an Annual Wellness Visit. In order to minimize the need for clinic staff to enter data into the EMR and to administer the questionnaire orally when the information is needed immediately, we have been evaluating administration using Interactive Voice Response (IVR) and online questionnaire administration.
Methods KP members were invited to participate in the IVR or the online pilot. Some IVR participants were asked to complete the Health Assessment prior to a scheduled Wellness Visit and others were invited to test the IVR system at a research facility. Those at the facility were observed and all participants were interviewed immediately after completing it. For the online pilot, members were emailed the survey link and asked to complete the Health Assessment. Once the Health Assessment was submitted, members were interviewed about their experience.
Results The majority (80%) of IVR participants reported that it took an acceptable amount of time to complete the Health Assessment. Two-thirds used a handheld telephone but still 75% reported it was “very easy” to respond to the survey. Nearly all could hear the questions clearly and understand the questions and response options. About 50% of members asked were willing to complete the Health Assessment online. All online participants found it easy to access and complete the Health Assessment using a link emailed to them.
Conclusions Both IVR and online surveys are viable options for administering a health assessment to senior members. Over half of the test respondents would prefer IVR over other modalities. Members who are comfortable with and have access to a computer in their home often prefer the online modality. Although high-tech modalities are feasible and preferable to a segment of the senior population, other modalities need to be available.
