reasonable expectations: the new approach to grateful patients

Reasonable Expectations: The New Approach to Grateful Patient Fundraising PRESENTED BY

CRAIG HAUBRICH

MICHAEL QUEVLI

Agenda

• Discussion on Expectations

• Working Effectively with Compliance

• Data Management

• Communicating to Staff and Volunteers

• Stewardship

• Children’s Hospitals or Hospice Facilities

• Giving Pages

Interactive discussions on

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What are your expectations?

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Working Effectively with Compliance

• Forge a partnership early

• Educate compliance on the importance of why

the allowable PHI is needed

• Show that you place a great value on data

security

• Inform that you already have policies and

procedures in place to protect donor data

• Have compliance be a part of the process

• Include them in vendor dialogue

• Don’t ask for more than you need – the more

risk-averse you are, the happier compliance will

be

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Patient information that can be used for

fundraising without authorization:

Let’s talk about HIPAA*

• Patient Demographic Information

• Health Insurance Status

• Patient Healthcare Service Dates

• General Department of Service

Information

• Treating Physician Information

• Outcome Information

Must have patient authorization

for PHI, such as: Diagnosis, Nature

of Services, and Treatment.

*2013 Association for Healthcare Philanthropy

Example: Personalized appeal which mentions a

specific disease – for example breast cancer

Example: Use of data matching services for normal

fundraising – direct mail or wealth screening

Data Management

• Data is not information; Information is the integration of

data

1. Facts become Data when they are organized

2. Data, when analyzed, becomes information

3. Information, when applied, becomes practice or tactics

4. Tactics, when coordinated, become strategy

• Key Concept: Transforming facts into strategy leads to better

decision making

• Adapted from: Daniel Weinreb’s AFP NNE 2007 presentation

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Data Management

Define your strategy based on your data

• Connect the dots

• Integrated, yet distinct, strategies for different initiatives

Using Internal Data

• What interactions have been made, trip/contact reports

Using Asset Data

• What resources are available

• What factors are being used to calculate capacity

• Is your data current

Using Predictive Modeling

• Analyzing internal and external data and patterns to determine likely behavior of constituents

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Communicating to Staff & Volunteers

Leadership

Communication

Strategy

Volunteers

• Board Members

• VIPs

• All Hospital

Volunteers

Create Support &

Understanding

Development

• Define Staff Roles

• Major Gift Team

• IT

• Coordinate Back-Up

for patient screening

Don’t Assume!

Physicians

• Be Available to

Provide Goal

Awareness

Keep Presentation

Short

Nurses

• Gate Keepers

• Opportunities to

Attend Presentations

• Speak About the

Mission & Vision

Encourage Grateful

Patient ID

Contact strategy

Conduct Patient

Wealth Screening

Major Gift Potential

Annual Fund

Prospect

Outpatient

Follow-Up Visit

(Personalized Gift,

Laptop Use)

Follow-Up Visit

(Coffee, Magazine)

Group Into Fundraising

Program & Begin Initial Visit Implement Next Steps

Direct Mail

(Manage Opt-Outs)

Be clear and conspicuous

Describe a simple means to opt out

from receiving future communications

Stewardship - Giving Society Membership

Gift of Care$1,000 - $4,999

Gift of Hope$5,000 - $9,999

Gift of Healilng$10,000 - $24,999

Online Recognition

Private Hospital Tour

Exclusive Lapel Pin

Complimentary Tickets to Annual Luncheon

Complimentary Subscription for Organization Magazine

Exclusive Event Invites

Behind-the-Scenes Tour with Hospital Leaders

Invitation to Leadership Breakfast

Invite to Include Personal Story into Organization Magazine

Preferred Seating &Recognition at Annual Event

Children’s Hospitals and Hospices

• Patients Prospects• Prospects are parents, children, friends, other relatives, etc.

• Don’t limit those that you get to know

• The experience of the visitors is just as important as the experience of

the patient

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Giving Pages

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Giving Pages

Allow for grateful patients to

fundraise on your behalf

Make your organization’s

mission personal for

others

Minimal staff overhead required

Do-it-yourself pages online

Preserve branding and key

themes

Personalization available for individuals to

tailor their message

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Don’t forget to complete

a session survey! Each completed survey enters you into a drawing to win a

complimentary registration to bbcon 2015 in Austin, Texas*.

*Blackbaud reserves the right to change or withdraw this promotion at any time, without advance notice. Promotion has no cash value and may not be

exchanged, applied to, or combined with any other offer.

Feeling powered on for your mission?

Questions?