using motivational interviewing during health insurance enrollment · 2018. 4. 2. · using...
TRANSCRIPT
Using Motivational Interviewing During Health Insurance Enrollment
December 18, 2013
Brittany Beard Program Specialist www.mpca.net
Motivational Interviewing Is Not
Telling someone how or what to do Giving someone the answer Giving yourself more importance than the
client/patient
Motivational Interviewing Is
Develop relationships w/ emphasis on identifying barriers to a decision/action
Determine individualized goals
Motivational Interviewing & The Stages of Change Pre-contemplation ◦ Avoidance, not seeing the situation
Contemplation ◦ Acknowledging the situation, but not ready to
change
Preparation/Determination ◦ Taking steps toward change
Motivational Interviewing & The Stages of Change
Action ◦ All-consuming
behavior change
Maintenance ◦ Behavior change that
is integrated into a person’s life
Motivational Interviewing Skills Empathy Differences between current and desired
behavior Avoid arguing Support client in feeling that they can
change Accept clients’ feelings Be non-judgmental Listen – don’t tell
Four Processes Focusing ◦ Clarify Focus: your agenda ◦ Their Goals
Evoking ◦ Their reasons ◦ Their pace Avoid “righting reflex” through questions
Planning ◦ Reasonable next step: different for everyone ◦ What help do they need
Engaging ◦ The environment ◦ Facial and physical movements
Avoiding the Righting Reflex
Ask for their concerns ◦ Don’t explain yours first
Have them list positives that will come from action ◦ Negatives from not acting
Barriers ◦ Do they outweigh the positives listed? ◦ Easier than dealing with the negatives of not
acting?
Engaging through OARS
Open-ended questions Affirmations
Reflective Statements
Summary
Asking Open-Ended Questions
Helps in avoiding telling someone what to do
Allows client to come to their own
conclusions Client feels ownership if they come up
with the solution themselves
Using Affirmations
Encouragement gives environment conducive to change
Positive statements about their
knowledge of the ‘issue’ Reassurance of positive influence and
actions for family’s welfare
Reflective Statements
Use words directly used by the client, reinforce the thoughts and actions they developed for themselves
Repeat: ◦ Why they haven’t sought insurance previously ◦ Why they need to do something ◦ Statement about importance of action
Summary
Key, emotional messages from the client Confirm through open ended questions ◦ Did you summarize their feelings/conclusions ◦ Have them restate their next steps “What do you want to happen next?”
◦ Have them discuss their timeline “What should you be doing to make that happen in
the next few days or weeks?”
What does this look like for O&E?
Engage ◦ Additional Question
on next page ◦ Reflect, summarize
using direct quotes
Planning ◦ “What would be a
reasonable next step to you?”
◦ “What do you need help with to enroll in a plan before Open Enrollment ends (3/31)?”
Focusing ◦ “I thought today we
could explore some options available to you and your family for affordable healthcare insurance.”
Evoke ◦ “Do you ever worry
about your current situation?”
◦ “What is stopping you from enrolling?”
Additional Phrases to Use to Engaging a Client’s Thoughts and Self Identified Next Steps
“What do you know about the new health plan benefits?” “How are you currently accessing healthcare and how are
you handling the bills?” ◦ “What sort if stressors does that prompt for you and your family”
“It sounds like…” “What I’m hearing you say is…” “You’ve expressed that you’re feeling like…” “You know your situation best, what do you see as your
biggest barrier?” “You seem very interested in taking care of your family
and yourself, what do you need to do to continue to do that?”
Your experiences and Challenges
Discussion of experiences already this would have helped in
Related experiences you’ve faced
Key Take Away Conversation should revolve around open
ended questions to the client
Client identifying their own behaviors
Client developing their own solutions, timelines, and challenges they will face
Client created next steps and timelines
Follow up is offered and completed
Questions?
Brittany Beard ◦ Program Specialist ◦ 517.827.4077 ◦ [email protected]
Phillip Bergquist ◦ Director of Health Center
Operations & CHIPRA Program Director
◦ 517.827.4073 ◦ [email protected]
Natasha Robinson, MS ◦ Program Specialist ◦ 517.827.0476 ◦ [email protected]
Julie Tatko, MSW ◦ Program Coordinator ◦ 517.827.0882 ◦ [email protected]
For additional questions please contact the following: