The structure and content of telephonic scripts found useful in a medicaid chronic disease management program

Alexis M. Roth, Ronald T. Ackermann, Stephen M. Downs, Anne M. Downs, Alan J. Zillich, Ann M. Holmes, Barry P. Katz, Michael D. Murray, Thomas S. Inui

Research output: Contribution to journalArticlepeer-review

3 Scopus citations


In 2003, the Indiana Office of Medicaid Policy and Planning launched the Indiana Chronic Disease Management Program (ICDMP), a programme intended to improve the health and healthcare utilization of 15,000 Aged, Blind and Disabled Medicaid members living with diabetes and/or congestive heart failure in Indiana. Within ICDMP, programme components derived from the Chronic Care Model and education based on an integrated theoretical framework were utilized to create a telephonic care management intervention that was delivered by trained, non-clinical Care Managers (CMs) working under the supervision of a Registered Nurse. CMs utilized computer-assisted health education scripts to address clinically important topics, including medication adherence, diet, exercise and prevention of disease-specific complications. Employing reflective listening techniques, barriers to optimal self-management were assessed and members were encouraged to engage in health-improving actions. ICDMP evaluation results suggest that this low-intensity telephonic intervention shifted utilization and lowered costs. We discuss this patient-centred method for motivating behaviour change, the theoretical constructs underlying the scripts and the branched-logic format that makes them suitable to use as a computer-based application. Our aim is to share these public-domain materials with other programmes.

Original languageEnglish (US)
Pages (from-to)83-88
Number of pages6
JournalChronic Illness
Issue number2
StatePublished - Jun 2010


  • Brief intervention
  • Chronic disease management
  • Health belief model
  • Stages of change
  • Telephonic education

ASJC Scopus subject areas

  • Health Policy


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