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Bridgeway Rehabilitation Services

Project Description

Since 1968, Bridgeway Rehabilitation Services has been providing rehabilitative care to people who suffer from mental illness by delivering comprehensive wellness services to guide them on a successful path to recovery and independence. Due to decreased attendance to their Partial Care outpatient program, Bridgeway partnered with GoMo Health to leverage our BehavioralRx™ science and Personal Concierge Care® system to shift the self-perception and mindset of program participants from feeling like “patients” to a feeling of belonging and “membership.”  Using the cognitive approach of Identity to Community Belonging and Development, this adjustment in self-perception enables members to have more influence on and actively commit to their daily recovery; thereby changing their behaviors and increasing attendance by driving a stronger cognitive connection to the outpatient day program.

Goals

Engage persons served in a “membership” program to increase attendance at appointments and rehabilitation sessions.

BehavioralRx™ Implementation

GoMo Health leveraged its proprietary emerging science, BehavioralRx™, the science of patient engagement, to build the program and determine the engagement strategy, approach and content delivered. The following behavioral and cognitive techniques were applied:

  • Anchoring Technology: Cognitively connecting a 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.

Solution

The Bridgeway Personal Concierge™: Every Day Matters program seeks to engage members, drive participation, and increase session attendance by promoting the concept of belonging and self-worth. Members who sign up for the Every Day Matters program are provided with a welcome kit and receive one to two GoMo Care Messages™ daily.

Members receive a cadence of messages that correspond with the days they are scheduled to attend and their probability of attending, based on past individual behavioral trends. The Care Messages include content designed to motivate and empower members to take a proactive approach to managing their health, future, and happiness.

GoMo Health leveraged its proprietary emerging science, BehavioralRx™, the science of patient engagement, to build the membership program and determine the Care Message tracks and content delivered.

The Bridgeway Personal Concierge™: Every Day Matters program also includes participant initiated messaging, allowing members to text in a simple keyword to receive the specific content that will help them in that moment.

Options include:

  • PEER: An excerpt of a success story from an anonymous peer.
  • SMILE: A joke or feel good message to make them smile.
  • FENCE: A motivational message and a reason why they should attend, for days when they are “on the fence”.
  • MOOD: A motivational message for when they are feeling down, depressed, or angry.
  • SPIRIT: Faith-based, spiritual content.
  • HALT: Messages focuses on redirecting negative behavior when you are hungry, angry, lonely, or tired)
  • RELAX: Messaging focused on behavioral health stigma
  • SONG: Members can text in to receive a link to a feel-good song.

Results

Since instating Every Day Matters (EDM) into their rehabilitation services in October 2017, Bridgeway has reported:

  • A 35% higher attendance retention rate in the EDM member group when compared to the non-EDM member group.
  • The EDM member group had a 90% retention rate, which is a 35% improvement over the non-EDM member group.
  • The EDM group generated 11.9% higher revenue per member than the non-EDM group.

 

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