Outreach and follow-up activities in Pear Suite enable teams to track engagement attempts for new members and monitor the ongoing progress of those already receiving care. By utilizing these specialized activity types, organizations can meet specific reporting requirements and ensure member needs are addressed throughout their entire journey.

Understanding outreach activities

Outreach activities are specifically designed for the initial phase of engagement when reaching out to members who have not yet interacted with your services. These activities serve as a formal record of effort, which is often a requirement for health plan contracts or grant reporting.

• Track specific contact requirements, such as a health plan's mandate for six telephonic outreach attempts
• Collect critical data points for each attempt, including the attempt number (e.g., 1-6) and the contact method used
• Document the outcome of the interaction, such as whether the attempt was successful or unsuccessful

Choosing an outreach method

Pear Suite supports multiple ways to handle outreach based on your organization’s reporting and billing needs. You can choose the method that best aligns with your internal workflow.

1. Single Repeated Activity: Use this for simple outreach where the method remains the same every time, such as weekly phone calls. You can simply update the existing activity record each time you make contact.
2. Separate Outreach Activities: Create a new activity record for every individual attempt. This is the preferred method if you need to provide granular proof of every contact attempt for compliance or detailed audit trails.

Utilizing follow-up activities

Follow-up activities are used once a member is actively engaged to track ongoing progress over time. These interactions move beyond initial contact to focus on the member’s long-term health and social needs.

• Monitor status updates on previously identified goals and action items
• Identify any new challenges or barriers the member has encountered since the last visit
• Assess if additional services, referrals, or clinical interventions are now required

Structuring follow-up with scripts

To maximize the effectiveness of follow-up interactions, it is highly recommended to use a script flow. Scripts allow for a standardized approach while providing the flexibility to react to member feedback in real-time.

1. Include standardized progress questions, such as "Has the member made progress on their housing goal?" or "Are there new services needed?"
2. Utilize automated triggers within the script to instantly generate new referrals or goals based on the member's responses.
3. Schedule the next follow-up activity directly from the completion screen to ensure the member remains in the care loop.