SYKES has developed a series of services designed to impact modifiable risk factors for many of the chronic illnesses that are impacting both the quality of life of Canadians and our economy.
84.9% of the Canadian population reports having at least one of the four main chronic disease risk factors (tobacco smoking, physical inactivity, unhealthy eating and harmful use of alcohol. (2016 Canadian Community Health Survey (CCHS), Statistics Canada)
At SYKES, the goal of our CareCoach® program is to help people who are at risk for or who have been diagnosed with a chronic illness to participate more effectively in their health care so that they can make the lifestyle changes that can help mitigate their risks of the impacts from living with a chronic illness. By providing improved access to information, decision support and coaching, we can help sponsors reach out to people who could benefit from this type of intervention
Putting “People” in the Driver’s Seat
Our experience has shown that individuals must be properly prepared and equipped to take control of their health. By making the most of interpersonal interactions, CareCoaches implement a coaching process that identifies the readiness, confidence and ability of the participant and helps them set goals and build personal action plans for achieving success.
SYKES CareCoach® Programs
The participant and his or her family are the central focus of all our wellness and chronic care programs. By putting the participant in the “driver’s seat”, we are able to equip them with the knowledge and skills they need to get where they need to be. We use evidence-based coaching practices such as motivational interviewing, social learning theory, and cognitive behavioural counselling processes all of which are proven to support effective change [iii]
Our CareCoach support programs provide globally scalable, highly accessible anytime support via SYKES technologies and solutions.
The CareCoach wellness platform Includes:
- 24/7 access to a real person to help de-escalate problems and link users to the help they need
- Scheduled, evidence-based coaching sessions to help set and reach lifestyle goals
- Multichannel engagement using the phone, video, chat, email text messaging and IVR
- Access to online self-serve information, community forums and targeted content to support learning, social networking and empowerment
- Introduction of intrinsic and extrinsic rewards and incentives to engage users and solidify the change
If the major risk factors for chronic disease were eliminated, at least 80% of heart disease, stroke and type II diabetes would be prevented; and 40% of cancer would be prevented.†
Strengthening Patient-Provider Relationships
Our model of disease self-management, prevention and wellness are based on the premise that telehealth works best when it acts as a natural extension of the relationship between the patient and her primary care provider. As such, our multidisciplinary CareCoach clinical team delivers customized self-management, wellness and care coordination programs that provide valuable information, advice and counselling to patients and informal caregivers. By working in partnership with an individual and her primary care team, our CareCoaches assist in the development of individualized plans and offer anytime multi-channel support to patients and providers alike.
[i] Horvath, A.O., & Symonds, D. (1991). Relation between working alliance and outcomes in psychotherapy: A meta-analysis. Journal of Counseling Psychology, 38, 138-148.
[ii] Martin, D. J., Garske, J. P.,&Davis, K. (2000). Relation of the therapeutic alliance with outcome and other variables: A meta-analytic review. Journal of Consulting and Clinical Psychology, 68, 438-450.
[iii] Butterworth, S.W., Linden, A., McClay, W., & Leo, M.C. (2006). Effect of motivational-interviewing based health coaching on employees’ physical and mental health status. Journal of Occupational Psychology, 11(4),