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An Email Coaching Option Increases Participant Program Utilization and Coach Productivity.

Samantha Garrels1, Elizabeth Macias1, Eric Bender1

  • 17126HealthPartners, Minneapolis, MN, USA.

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|January 10, 2022
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Summary
This summary is machine-generated.

Adding email to phone coaching increased completed sessions and participant satisfaction. This enhanced wellness program utilization and coach efficiency, demonstrating the value of multimodal health coaching.

Keywords:
education/communicationsfitnessinterventionsnutritiontobacco controlweight controlworkplace

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Area of Science:

  • Health Coaching
  • Behavioral Health
  • Digital Health Interventions

Background:

  • Health and wellness coaching services traditionally rely on phone-based interactions.
  • Integrating digital communication channels can potentially enhance accessibility and engagement.

Purpose of the Study:

  • To evaluate the impact of introducing an email option alongside phone coaching on the completion rate of coaching sessions.
  • To assess the effect of this blended approach on overall program utilization and participant satisfaction.

Main Methods:

  • Retrospective analysis of a health plan's coaching program design change.
  • Comparison of participant outcomes before and after the addition of email coaching.
  • Statistical analysis including chi-squared tests and regression models controlling for demographic factors.

Main Results:

  • 29.6% of eligible participants utilized the email option when offered.
  • A higher proportion of participants completed 3 coaching sessions in months with email availability (73% vs. 67%, P < .0001).
  • Participants using email coaching showed higher completion rates (96.5% vs. 92.0%, P < .0001), reported high satisfaction (>85%), and coaches served 43% more participants monthly (P < .0001).

Conclusions:

  • Incorporating email coaching into a phone-based program significantly increases participant engagement and session completion.
  • The addition of email enhances overall program utilization and coach capacity, leading to improved efficiency.
  • Multimodal health coaching, combining phone and email, is an effective strategy for improving health and wellness outcomes.