Adaptation and Implementation of a Volunteer-delivered, Telephone-based, Social Support Program HOW-R-U? during the COVID-19 Pandemic: A Pragmatic Study

Elizabeth Robinson; Marissa Dickins; Lina Lad; Deidre McGill; Sharryn Beard; Johanna Hayes; Anne Marie Fabri; Henni Wade; Claudia Meyer; Judy A Lowthian

doi:10.1093/geront/gnae034

Adaptation and Implementation of a Volunteer-delivered, Telephone-based, Social Support Program HOW-R-U? during the COVID-19 Pandemic: A Pragmatic Study

Gerontologist. 2024 Apr 24:gnae034. doi: 10.1093/geront/gnae034. Online ahead of print.

Authors

Elizabeth Robinson¹, Marissa Dickins^{1

2}, Lina Lad³, Deidre McGill³, Sharryn Beard⁴, Johanna Hayes⁴, Anne Marie Fabri⁴, Henni Wade⁴, Claudia Meyer^{1

5}, Judy A Lowthian^{1

6}

Affiliations

¹ Bolton Clarke Research Institute, Melbourne, VIC, Australia.
² Southern Synergy, Department of Psychiatry, Monash Health, Melbourne, VIC, Australia.
³ Bolton Clarke, Melbourne, VIC, Australia.
⁴ Northern Health, Melbourne, VIC, Australia.
⁵ Rehabilitation, Ageing and Independent Living Research Centre, Monash University, Melbourne, VIC, Australia.
⁶ School of Public Health and Preventive Medicine, Monash University, Melbourne, VIC, Australia.

PMID: 38656333
DOI: 10.1093/geront/gnae034

Abstract

Background and objectives: Public health concerns surrounding social isolation and loneliness heightened during the COVID-19 pandemic, as infection prevention measures led to increased feelings of loneliness and depression.Our objective was to evaluate the implementation of the HOW-R-U? program, during the pandemic (March 2020-December 2021). HOW-R-U? is a weekly volunteer-delivered telephone program designed to facilitate social connection and ease feelings of social isolation, loneliness and depression in older people.

Research design and methods: This pragmatic study used the Implementation Framework for Aged Care to adapt and implement HOW-R-U? in an Australian aged and community care organization and a tertiary health service in Melbourne. The evaluation involved analysis of program data, semi-structured interviews and surveys with program recipients, volunteers, and referrers. A process evaluation was conducted alongside assessment of outcomes including pre- and post- symptoms of isolation, depression, and loneliness.

Results: The implementation evaluation indicated that codesigned systems and processes effectively supported ongoing implementation of HOW-R-U? with transition into business as usual across both organisations. Recipients reported the telephone calls had a positive impact on their lives, while volunteers reported enjoyment supporting others. Several challenges were identified, namely in program reach and fidelity.

Discussion and implications: : HOW-R-U? was well regarded by all involved and evaluation learnings have informed implementation into business as usual by both organizations.

Keywords: implementation; loneliness; older adults; social connection.

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