Web-based cessation services – 12/17/10

Q: North Carolina is considering adding a Web-only cessation service for tobacco users who are perhaps more likely to use a web service than call a quitline number. We know that other states have this service and want to know:

• What service vendor are you using?
• What are your experiences with the vendor?
• Are your services integrated with your Quitline?

A:

1. Alabama: Information and Quality Healthcare (IQH) is our online and telephonic Quitline services vendor. We have had a great experience with our vendor. They designed and implemented the online services with our input and approval. We have been up and running since the end of June at www.alabamaquitnow.com. It has been a learning process for all of us! The services are separate from our telephone Quitline, in that they have a separate grant agreement and funding. While we promote the telephone service on our online site, there is no "Click to Call" button on our web site. We keep separate statistics on both services.
    
2. Florida: Florida’s service vendor is Free & Clear, Inc.Free & Clear has gone above and beyond to meet all services required in the contract. The Quitline is open 24 hours per day, 7 days per week. Benefits include, but are not limited to:
    
• Quit Coach counseling,
• Unlimited inbound support,
• Referral to community resources,
• Materials for special populations,
• Tailored interventions, and
• Nicotine replacement therapy for participants who pass medical screening.

Are your services integrated with your Quitline? The Internet-based system is two-fold. We have a stand-alone program as well as an integrated program to enhance the telephone-based services.

3. Idaho: Idaho has consistently seen more success with a web-based service than with the quitline. We started using QuitNet (Healthways, Inc) in 2002. We have continued our contract with Healthways since. We do not have any complaints with Healthways. They are always quick to resolve any issues. The Idaho QuitNet and Idaho QuitLine (we use National Jewish Health for quitline services) are independent programs; however, we market both programs together. We also just started a banner advertising campaign with Idaho QuitNet. When you click on the banner ad, it will take you to a splash page asking which service you want to use. You can click Idaho QuitNet, Idaho QuitLine or both. If you choose the QuitLine or both options, it will send a notice to Idaho QuitLine to make the initial call. While they are independent services, they do promote each other.
    
4. Utah: Utah uses QuitNet for our web-based cessation service. We began services with them in 2003. They have consistently offered a quality product to assist tobacco users. Their customer service is excellent. Our customer service representative is knowledgeable and always been responsive to our needs. QuitNet is not integrated with the Utah Tobacco Quit Line; however, the Quit Line has agreed to refer callers to QuitNet as an additional resource. QuitNet also refers their users to our Quit Line for additional support.
    
5. Vermont: Healthways-QuitNet is Vermont’s vendor. In the last round of competitive bidding (2008), Healthways was the only organization that responded to our RFP that was seeking a "web only" cessation program.We have had a contract with QuitNet since 2005. We have always been happy with the service we have received from them. Traditionally, our volume with them was always fairly low (about half of our quitline), but since adding the ability to order NRT through the site, we have tripled our number of registrants.
   
   Are your services integrated with your Quitline? No. However, our quitline intake does describe to smokers what QuitNet is, the fact that it is free, and can be used as an adjunct to the Quitline. They also provide smokers with the web address.
    
6. West Virginia: West Virginia is currently awaiting resolve of a recently released RFQ for tobacco cessation quitline services. This RFQ does include provision of web based services.
    
7. Wyoming: In Wyoming, we do have web-based cessation services. We have found that most of our enrollees into the program prefer the online services. We have been using Healthways for our online component since 2003. In 2009, we contracted with Healthways to handle our quitline and quitnet services. So, yes, our quitline and quitnet services are integrated now, making it much easier. Healthways has been an exceptional vendor to work with, and we would highly recommend them. Go to wy.quitnet.com to take a look.

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