Crossroads4Hope: A Personal Concierge Program for Cancer Support

Crossroads4Hope are experts in providing psychosocial support services to address the emotional and social impacts of cancer, helping individuals move through a health crisis caused by cancer, to become activated to take control of their health and wellbeing.  They provide professionally-led individual and group support, educational workshops, healthy cooking and nutrition classes, and activities to promote health and wellbeing to residents in New Jersey. Through the use of Personal Concierge and GoMo Chat, Crossroads4Hope will engage with all people affected by cancer, and their loved ones to better support them in their unique moments of need.

Goals

1. Engage with people with cancer, survivors, and caregivers in their lived environments
2. Collect data on adverse events and reduction in negative outcomes
3. Nurture participation and retention in offered services
4. Streamline overall customer relationship management and close gaps between key communication and drop-off points
5. Offload staff by improving efficiency in the workplace through automated electronic triage processes, allowing staff to focus on higher-impact tasks, and thus, increasing joy in practice.

The MyGo2Support program

The MyGo2Support program is a unique health management and psychosocial support platform for people with cancer,  survivors, caregivers, family members, and educators in the community that integrates Care Messages and GoMo Chat. The program is a membership model and delivers regular, personalized content based on the person’s unique needs. Available content and resources delivered to participants of the program are tailored to the circumstances that they are dealing with as it pertains to cancer. Message tracks consider the participant’s relation to cancer as well as their age and stage of cancer,  including:

• People with cancer that have school-aged children (under the age of 19)
• Parents of children diagnosed
• Loved ones bereaving the loss of someone to cancer
• People with cancer that are now in remission (survivors)

Participants can also text in a variety of pre-determined keywords to receive support in the participant’s moment of need. These keywords include:

• COPE: Prompts the How Are You Doing? survey
• SONG: Prompts a link to an uplifting song to listen to
• MINDFUL: Prompts a message with an activity or supportive resource focusing on mindfulness and relaxation
• SHARE: Allows a participant to anonymously share their story with other members

How Are You Doing? survey assesses participants’ wellbeing

Participants enrolled in the MyGo2Support program receive weekly surveys that are designed to evaluate their wellbeing. The How Are You Doing? survey will ask a participant to rate their level of difficulty experienced with coping. The How Are You Doing? survey includes screening for depression, utilizing the PHQ-2 and PHQ-9 screeners. Depending on the responses received, an escalation process may be triggered to the Crossroads4Hope team to follow up on the issues identified.

GoMo Chat creates a direct line of communication with Crossroads4Hope staff

Through GoMo Chat, MyGo2Support participants can chat directly with Crossroads4Hope staff through a secure chat platform. Messages are secure and pin-protected, and there is no app to download in order for participants to use the tool.

Acquisition management and support

In addition to the MyGo2Support program, GoMo Health has created an acquisition management and support segment which engages new users who register online prior to sessions, in order to increase attendance and encourage new participants to return for more services. This helps to streamline the overall customer relationship management and closes any gaps between key communication and drop-off points.

BehavioralRx

GoMo Health leveraged its proprietary emerging science, BehavioralRx, the science of precision health, to build these programs and determine the engagement strategy, approach, and content delivered.

The following behavioral and cognitive techniques were applied:

• Anchoring Technology / Cognitively connecting the desired action with an existing everyday activity.
• Conditioning Technology / Reinforcing target behavior.
• Influence Technology / Persuasion through shared decision making.
• Nurturing Technology / Guided persuasion.
• Suggestion Technology / Intervening at the right time.
• Tailoring Technology / Persuasion through customization.  
• Reduction Technology / Persuasion through simplifying.