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

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.