Senior Care PACE: Better Engagement Better Care

Welcome back to PACE3. As a quick refresher, we started this email series to share what we’re hearing from PACE programs across the country so you can learn from each other. We want you to see what solutions are in place, as well as what innovations are available to deal with real-world everyday problems. This installment is about something frustrating that we’ve all experienced, WAITING FOR SOMEONE TO RETURN OUR CALL.

Imagine you are a family caregiver and have a simple question like, “Is mom having blood work tomorrow and should she fast?” or “Mom fell last night, she seems to be okay, but should I take her to the hospital to get checked out?” The daily operations inside a PACE Center make it impossible for IDT staff to be available to answer incoming calls efficiently. Long response times lead to increased frustration and lower engagement.

“I don’t hear back from any PACE staff for days, if they return my call at all.” - PACE Participant Family Caregiver

“I’m tired of pressing 1.” - PACE Participant Family Caregiver

“I usually only have a quick question, but it takes 10 minutes to even leave a message.” - PACE Participant Family Caregiver

We all know why it’s hard to return calls quickly, and there are currently no good telephonic solutions to this problem. Many industries have moved to using social media, but these solutions are not readily adaptable to PACE. This is where messaging can be a real game-changer.

Messaging is the most common form of communication on mobile devices, and Care3 has adapted this convenient and acceptable means of communication for PACE. The Care3 mobile app allows for group or individual conversations to keep everyone informed at their convenience. Care3 keeps family caregivers engaged and feeling less frustrated by giving them convenient access to the support they need.