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Ensuring and Enhancing Quitline
Reach, Quality and Efficiency
Cynthia Thomson, PhD
Director, ASHLine
On behalf of the ASHLine Team
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Overview Ensuring & Enhancing Quitline Reach,
Quality & Efficiency
• Mission, Vision, Programs & Services
• Organizational Enhancement
• Marketing
• Quality Services
Specialized protocols
WebQuit 2.0 (Arizona Research Laboratories)
• Funding Diversification
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ASHLine is a comprehensive quitline, providing:
• Evidence-Based Clinical Services
Behavioral support, medication assistance
• Community Development
Provider referral program (fax, electronic)
Technical assistance to support health systems change & policy development
Employer pilot program & public-private partnership (PPP) support
• Research & Evaluation
Analysis, reporting, program evaluation & CQI, QA/QC support
Academic research & knowledge development
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Organizational Enhancement Leveraging the Academic Advantage
• Faculty
Clinical guidance
Research collaboration
Diverse expertise
• Students
Graduate/undergraduate internships and employment
• University Administration, Resources & Infrastructure
HIPAA Privacy Program, Financial Services Office, Office for
Research & Discovery, Office of General Counsel
• Strategic Partnerships
Research and service centers
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Organizational Enhancement Creative Human Resourcing • Meet basic service needs
• Build intellectual capacity
Support diversified funding
Develop new partnerships
Enhance visibility
Enhance quality
• Training & educating the next generation of
tobacco cessation clinicians and researchers
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Marketing Updated Logo & Website
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• Social media team
Facebook, Pinterest, Twitter
• Tailored promotional materials
Bilingual
Population specific foci
• Media training (ADHS)
• Statewide strategic planning
• Marketing internship
Marketing Thinking Beyond the Basics
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• Statewide outreach & provider referral program
• Program materials (provider, patient)
• Technical assistance & policy development
Integration of quitline referral & program materials
• Monthly provider e-newsletter
• Employer pilot program
• Coming soon
Health systems change toolkit
Marketing Community Development as an Alternative
Marketing Tool
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• Electronic Nicotine Delivery
Systems (ENDS)
• Pregnancy & Postpartum
• Youth/Young Adults
• LGBTQI
• Smokeless Tobacco
• Secondhand smoke
• Behavioral Health
Quality Services Specialized Protocols
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• Partnership w/ UA Arizona Research Laboratories
Software development & engineering
• Multimodal clinical services
Telephone (twillio)
SMS (text messaging)
24/7 online client portal
• Integrated evaluation/reporting, QA/QC, scheduling,
resource utilization, etc.
Quality Services Enhanced Multi-modal Platform
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Funding Diversification Proposed Model
Public-Private Partnerships (Insurers,
Emloyers) 30%
State & CDC Funding (Medicaid, Uninsured,
Underinsured) 45%
Gifts & Donors 4%
Fee-Based Training Programs
1%
Grants & Research 20%
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• HIPAA Business Associate (BA)
Security & privacy compliance
• Rate study
Basis for fee structuring
• Non-competition approval
• Board of Regents requirement
• Strategic hires
Engage unique & necessary expertise
• Contracts, MOAs/MOUs
Funding Diversification Building Blocks
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Steps Toward Funding Diversification ASHLine PPP Employer Pilot Program
• Free demonstration pilots with Arizona employers utilizing ASHLine as a “reasonable alterative”
• Primarily employers imposing a tobacco surcharge
• Pilots include customized service package with monthly enrollment, utilization and outcome reporting
• Sixteen employer pilots established since 2013
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Data-Driven Organizational Change
• Outcome-informed,
evidence-based
• Ongoing evaluation
• Case study #1:
Expanded hours of
operation
• Case study #2:
Low response rate
(7-month follow-up)
Evaluation Reports
Problem Identified
Solutions Proposed
Solutions Tested
Policy/Procedural Change Instituted
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Questions?
Cyndi Thomson, PhD Director
Karen Akin, MPA Community Development Specialist
Krista Walker, MSW Community Development Specialist
Connie Diaz, MPH Community Development Specialist
Ryan Reikowsky, MA, MPH Manager, Community Development
Uma Nair, PhD Manager, Research & Evaluation