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Phone Versus In-Person Navigation of Social Needs and Caregivers' Desire for Resources in the Pediatric Emergency
Elizabeth Messineo1, Zoe Bouchelle2, Alder Strange3
1Children's Hospital at Montefiore (E Messineo), Montefiore Medical Center, Bronx, NY.
Insights
Caregivers in a pediatric emergency department equally desired community resources whether contacted in-person or by phone by a resource navigator. This indicates remote engagement for social needs is as effective as in-person outreach.
Area of Science:
- Pediatric Emergency Medicine
- Social Work in Healthcare
- Community Resource Navigation
Background:
- Pediatric emergency departments (PEDs) are critical touchpoints for identifying and addressing social needs in families.
- Resource navigators play a key role in connecting families with essential community-based resources.
- The mode of contact (in-person vs. telephone) may influence caregiver engagement and desire for services.
Purpose of the Study:
- To compare the association between in-person versus telephone-based contact by resource navigators and caregivers' expressed desire for community-based resources.
- To evaluate the effectiveness of different outreach modalities in a pediatric emergency department setting.
Main Methods:
- Retrospective observational study utilizing data from a large, metropolitan academic children's hospital PED.
- Resource navigators approached families in-person or by phone to offer community-based resources.
- Descriptive statistics, chi-square analysis, and logistic regression were used to analyze the association between contact mode and desire for resources.
Main Results:
- Contact was attempted with 4902 caregivers; 59.5% were approached in-person and 39.0% by phone.
- Resource navigators successfully reached 93.8% of those approached in-person and 74.9% by phone.
- Of caregivers reached, 18.8% desired resources, with no significant difference in desire based on in-person (19.2%) versus phone (17.9%) contact (OR=0.92, 95% CI=0.77-1.09).
Conclusions:
- Caregivers' expressed desire for community-based resources in a large, urban PED was similar regardless of whether contact was made in-person or by phone.
- This suggests that remote engagement via telephone may be as effective as in-person interaction for discussing social needs and community resources.
- Further research is warranted to determine if resource connection rates differ by the mode of contact.
Objective:
To determine the association between in-person versus telephone-based contact by a resource navigator and caregivers' expressed desire for community-based resources to meet social needs in a pediatric emergency department (PED).
Methods:
This retrospective observational study used data from the PED in a large, metropolitan, academic children's hospital. Families were approached by resource navigators and offered community-based resources either in-person or by phone during waiting periods in the PED exam room. We used descriptive statistics and chi-square analysis to summarize demographics and mode of contact, and simple and multivariable logistic regression to estimate the association between desire for resources and mode of contact.
Results:
Contact was attempted among 4902 caregivers, with 2918 (59.5%) caregivers approached in-person, 1913 (39.0%) approached by phone, and 71 (1.5%) with no mode of contact recorded. Resource navigators successfully reached 2738 (93.8%) caregivers approached in-person and 1432 (74.9%) caregivers approached by phone. Of caregivers successfully reached, 782 (18.8%) desired resources; 526 (19.2%) in-person, and 256 (17.9%) by phone. Caregivers contacted by phone were no more or less likely to desire resources than caregivers contacted in-person in unadjusted (odds ratio (OR) = 0.92, 95% confidence interval (CI) = 0.78-1.08) and adjusted analyses (OR = 0.92, 95% CI = 0.77-1.09).
Conclusions:
Within a large, urban PED, caregivers' expressed desire for community-based resources was no different whether a caregiver was engaged in-person or by phone. This suggests caregivers may be equally receptive to discussing social needs and community-based resources remotely versus in-person. More work is needed to examine if rates of resource connection differ by mode of contact.
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