Child Youth and Family Services Case Management Telehealth

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Child, Youth, and Family Services Case Management Telehealth Survey Preliminary Statewide Results July 6,

Child, Youth, and Family Services Case Management Telehealth Survey Preliminary Statewide Results July 6, 2020

Survey Background �Short online survey of parents/caregivers of youth receiving DMH case management services

Survey Background �Short online survey of parents/caregivers of youth receiving DMH case management services �Purpose: to capture DMH families’ experiences receiving “telehealth”/remote case management services during Coronavirus pandemic. ◦ Identify parent’s perspectives on benefits and drawbacks of receiving telehealth case management ◦ Inform decisions on when and how to resume face to face case management services in the future

Survey Administration � 12 -question Survey Monkey administered between June 17, 2020 July 1,

Survey Administration � 12 -question Survey Monkey administered between June 17, 2020 July 1, 2020. �Case Managers called parents to introduce survey and sent email with survey link. �Anonymous survey �$20 electronic gift card sent to parents who completed survey.

Survey Items � 4 satisfaction items from the Annual Parent/Caregiver survey tool. 5 -point

Survey Items � 4 satisfaction items from the Annual Parent/Caregiver survey tool. 5 -point Likert scale used (i. e. , Strongly Agree, Neutral, Disagree, Strongly Disagree) � 5 demographic items: Gender, Race, Ethnicity, Age, and Zip Code � 3 open response items exploring what parents liked and didn’t like about telehealth services

Survey Respondents � 329 parents responded to survey for a 61% response rate. �Demographic

Survey Respondents � 329 parents responded to survey for a 61% response rate. �Demographic Highlights: ◦ 55% female child, 41% male, 4% other ◦ 18% Latinx child ◦ 66% White, 13% 2 or more races, 7% Black, 4% Asian, and 10% other ◦ Average of child=15 years old

Parent Satisfaction Q 1: During the coronavirus pandemic, DMH Case Management services were available

Parent Satisfaction Q 1: During the coronavirus pandemic, DMH Case Management services were available at times that were convenient for us.

Parent Satisfaction Q 2: During the coronavirus pandemic, my family got as much help

Parent Satisfaction Q 2: During the coronavirus pandemic, my family got as much help as we needed for my child from our DMH Case Manager.

Parent Satisfaction Q 3: During the coronavirus pandemic, I feel DMH Case Management services

Parent Satisfaction Q 3: During the coronavirus pandemic, I feel DMH Case Management services have helped my family.

Parent Satisfaction Q 4: During the coronavirus pandemic, I feel DMH Case Management services

Parent Satisfaction Q 4: During the coronavirus pandemic, I feel DMH Case Management services have helped my child.

Comparison: 2019 Annual Survey Results * 2019 results are from the Annual Parent/Caregiver Satisfaction

Comparison: 2019 Annual Survey Results * 2019 results are from the Annual Parent/Caregiver Satisfaction survey which surveyed all families who received case management and/or statewide program services in FY 19. (N=286) ** 2020 results are from an online survey of families who received case management services during the coronavirus pandemic time period (March 2020 -June 2020). (N=329)

Benefits of Telehealth Case Management �Top benefit: Convenience ◦ “It was convenient with flexible

Benefits of Telehealth Case Management �Top benefit: Convenience ◦ “It was convenient with flexible times, and really helped to keep my child engaged in continuing to receive services. Since our case manager was not traveling, I was able to access him more frequently for parent support. ” ◦ “We did not have to travel to meetings so more time was spent discussing important issues. ” ◦ “The convenience of not waiting for anyone to come to your home. I do like in person, but now we can hopefully have this option as well as time goes on. ”

Drawbacks of Telehealth Case Management �Technology issues and limited access: ◦ “Telehealth is not

Drawbacks of Telehealth Case Management �Technology issues and limited access: ◦ “Telehealth is not always dependable, sometimes the connection is bad, picture gets frozen, it is hard to engage virtually, not the same as one on one. ” ◦ Sometimes the phone line connections were not good due to the case manager working at home. ” �Difficulty engaging with some youth: ◦ “In cases where therapeutic rapport was not established prior to the lock-down, tele-video-conference was a disadvantage. ” ◦ “It was good to be in constant contact but nothing replaces in person especially with our son. The longer he is away from human contact the worse it is for him. He practices avoidance. ”

Preliminary Takeaways �Overall, the majority of parents/caregivers have felt telehealth case management services have

Preliminary Takeaways �Overall, the majority of parents/caregivers have felt telehealth case management services have met their child and family needs during the coronavirus pandemic. �Many parents have appreciated the convenience of telehealth. �Many parents also report missing the face to face visits with their case managers. �Results are more favorable than those from the Annual Satisfaction survey. Survey administration differences may account for some of this.

Next Steps �Explore if there are differences in satisfaction according to child/family demographics. �Conduct

Next Steps �Explore if there are differences in satisfaction according to child/family demographics. �Conduct more in-depth analysis of open response comments to identify any differences by demographics.