enhancing urgent care clinics' financial performance through patient engagement and behavior...
TRANSCRIPT
ENHANCING URGENT CARE CLINICS’ FINANCIAL PERFORMANCE THROUGH PATIENT ENGAGEMENT AND BEHAVIOR CHANGE
Agenda
+ Introduction & Objectives!
+ The Urgent Care Landscape & Opportunities!
+ PatientBond Overview & Capabilities!
+ Case Studies/Outcomes!
+ Q&A!
Your Presenters
Peter FriendManaging Director
Berkeley Research Group
Casey AlbertsonPresident
PatientBond
Brent WalkerSVP Marketing & Analytics
PatientBond
Objectives
Participants will learn how PatientBond can:!o Extend an Urgent Care Clinic’s patient relationship beyond the clinical
environment with post-visit follow-up, marketing and promotion of additional services !
o Improve patient experience and satisfaction to drive loyalty and repeat visits, leveraging data from a UCC’s Practice Management system.!
o Improve an Urgent Care Center’s financial performance through increased revenues, cost reductions and resource efficiencies!
URGENT CARE LANDSCAPE AND OPPORTUNITIES
The Urgent Care Landscape
0
2000
4000
6000
8000
10000
12000
14000
1970's 1980's 1990's 2003 2004 2005 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 2016 2017 2018 2019
Num
ber o
f Im
med
iate
Car
e Fa
cilit
ies
Source: IBISWorld !
1st Free Standing Emergency
Center in Illinois !
“Doc in the Box” !
Care that is:+ Accessible+ Affordable+ Available
Urgent Care Centers! Free Standing Emergency Centers!Retail Clinics!
Reasons for Growth
+ Ownership – Hospital affiliated/Physicians/Corporate chain/Private Equity!
+ “Me too” mentality – offensive or defensive?!
+ Site selection & visibility are critical – National UC Realty (NUCR)!
+ Emergency Department overcrowding & ED suboptimal site for urgent care (FAST Track)!
+ Health plan design!o Significant difference between UCC & ER copays/HDHPs!
+ Scalable with relatively low barriers to entry !
+ Introduce and feed the hospital/system – hub & spoke model!
Some Key Issues
+ Brand identity and loyalty!
+ Promotion & Messaging!
+ A way for young families to experience your organization!
+ What is the end game for PE and for-profit owners?!
+ Do healthcare providers truly understand retail medicine/consumerism?!
+ Geographic Placement – Offensive vs. Defensive!
+ Visibility, parking, ability to turn into center!
Impact Areas for Urgent Care Centers
+ Develop long term relationships - even though encounters are episodic !
+ Optimize your labor - automate workflows to lower operating costs!
+ Create brand recognition – acquire new patients through targeted marketing!
+ Differentiate from competitors - deliver well-designed digital experience that consumers get from retailers and consumer companies!
+ Accelerate collections - improve collection times and rates on patient payments!
+ GO BEYOND one-size-fits-all messaging – extreme personalization in all communications tailored to patient condition, behaviors, preferences with closed feedback loop!
Create better patient experiences to drive loyalty and revenue
PATIENTBOND OVERVIEW & CAPABILITIES
PatientBond: Technology + Psychology
Next Generation Patient
Engagement
Consumer Psychographic
Profiling
Experienced Management Team
+ PatientBond focuses communications and contents to drive quantifiable increases in engagement and response using powerful Psychographic segmentation!
+ PatientBond’s technology platform is robust and scalable, utilizing leading-edge architecture to provide flexibility and customization with minimal effort.!
+ PatientBond has a management team with extensive experience in healthcare, information technology and market/consumer analytics!
Robust Technology Platform
+ PatientBond is a Cloud based platform for automated workflow-driven communications to customize engagement and capitalize on Urgent Care patient interaction!
Multi-Channel/Lingual/Location Going beyond one-size fits all and one-way outreach!
+ Based on patient preferences!• Psychographic & market research based insights!• Choice of channels (email, text, phone)!• Choice of language!
+ Bi-directional communications with structured patient responses!!
!!!!
+ Each location treated treated separate entity for branding and messaging!• Works well for both URBAN and RURAL locations!
+ Can be used for dozens of applications such as:!• Visit Follow-ups!• Additional services and wellness reminders!• Payment reminders!
!
CONFIDENTIAL 14
Encounter Lifecycle Workflows
Start
Encounter
Next Day
Thank you!
Reinforce Brand
48 hours
Follow up
Show you care
72 hours
Get Feedback
Surveys
Payment Reminders
Collect
42 days
Track Progress
7 days
Prescription, Lab Work, Next visit
3 months
Nurture
Health Reminders
PatientBond automates the complete encounter lifecycle to enhance patient experience
Start
Encounter
Next Day
3 Months
48 Hours 72
Hours
30 Days
PatientBond automates the complete encounter lifecycle to enhance patient experience
Start
Encounter
Next Day
48 Hours 72
Hours
30 Days
3 Months
PatientBond Uses Highly Configurable Workflows for Automated Outreach
PatientBond Facilitates Ongoing Engagement with Optimal Cadence
+ Frequency of communications built around dynamic “pauses”!• Pauses (i.e., minutes, hours, days, weeks, etc.) among communications can be
personalized and DYNAMIC based on any patient attribute or action!• Optimal intervals between communications!
!Example: Patient outreach following an appointment for “stitches”!+ Automated messages triggered by Practice Management data to: !
• Educate on wound treatment following initial appointment!• Remind patient to come back for stitch removal 1 day before appropriate date!• Follow-up communications after stitch removal one week after!• Quarterly communications regarding other services!
!
PatientBond Leverages Healthcare Consumer Psychographics
+ Psychographic segmentation involves targeting and engaging patients according to their motivations, attitudes and personalities!
+ Psychographic segmentation has been used extensively by the world’s leading consumer companies (e.g., P&G, Walmart, CVS, etc.) to target products and services that appeal to various consumer segments!
+ PatientBond’s psychographic segmentation model was developed by healthcare consumer experts from P&G !
+ PatientBond’s segmentation model is actionable and proven in a variety of patient acquisition and behavior change initiatives across channels of healthcare delivery!
“Psychographics Are Just as Important for Marketers as Demographics… Until recently, however, it was a lot harder to get psychographics than demographics, and even if you had psychographic data, it wasn’t always obvious how to make it actionable”.
…......Harvard Business Review
Patient Psychographic Segment Informs Engagement Strategy
Segment Description Engagement Strategy
Balance Seekers
18%
I am open to many ideas and options, as long as they make sense for me. I need context to understand ideas and
recommendations.
Context, Candor and Choices to be made
Willful Endurers
27%
There are more important things in my life to focus on than improving my health. I live in the “here and now”. Living for today
Priority Jugglers
18%
I worry more about my family’s health than my own. I am constantly on the go, juggling many responsibilities, so getting
sick is not an option.
How the family will benefit; Connect them with other
Priority Jugglers
Self Achievers
24%
I take ownership of my health and I actively take steps to be healthy. I focus on achieving my goals and objectives. A
disease is another challenge to be overcome. Reach the long term goal
Direction Takers
13%
I look to my physician and other health care professionals for guidance and direction on what I need to do to address my
disease. Doing what I ask of you
+ Insights into deep rooted motivations and beliefs of an individual which influences their attitude to health and wellness!
+ Communications tailored to drive maximum patient response and behavior change for each segment!
Identifying Patients by Psychographic Segment
PatientBond can “tag” each patient in an Urgent Care Center’s database by his/her psychographic segment !
PatientBond can customize any communication based on segment (flu shot email example)
Highlighted text indicates segment specific language
PatientBond can customize any communication based on segment (flu shot text example)
PatientBond communications can be configured in any language
PatientBond can elicit structured responses from emails, texts and calls
PatientBond can elicit structured responses from emails, texts and calls
Getting Started with PatientBond Choose the workflows!+ Visit Follow Up!+ Payment Reminders!+ Surveys!
Choose the channels!+ Text!+ Email!+ Phone Call!
Choose the languages!+ English!+ Spanish!+ Other …!
Choose the settings!+ Time window for texts!+ Time window for calls!+ Area code - text/ call !
Choose pilot criteria!+ Locations!+ Visit Types!+ Patient Attributes !
+ Visit Follow-up!
+ Survey and proactive triggers based on real-time patient feedback!
+ Payment reminders!
+ Condition specific follow-up tailored to your business processes!
+ Prescription follow-through!
+ Appointment reminders and confirmation (where applicable)!
+ Lab Results Notifications!
Patient Encounter Workflows
+ Physicals – Sports/Back to School!
+ Physicals – Employment / Insurance / Wellness!
+ Health Screening – Cholesterol, Thyroid panel, Blood Pressure!
+ Vaccinations and Flu Shots
+ Patient Portal Promotion!
+ Patient Care – Injury, Sickness, Infection, Cold & Cough!
+ Greetings – Birthdays, Holidays, Events and Announcements!
+ Community / Charity Involvement!
Revenue and Loyalty Workflows
CASE STUDIES & OUTCOMES
Context and Goals!
+ Create brand awareness:!• High quality care around episodic events!• Premier customer service environment!
+ Implement consistent and effective visit follow-up:!• Replace labor intensive, inefficient and inconsistent manual process!
+ Improve patient satisfaction scores and increase collections!
TheSolu)on !+ Automated Visit follow-up workflow!
• Next day “Thank you for your visit” email!• Text/phone call to check status after 24 hours with OK / CALL actions!• Real time alerts to clinic staff on CALL actions!
+ Automated Patient Surveys!• Email and texts with Survey Link 24-48 hours after follow up message!• Collect Actionable Insights and measure Net Promoter Scores!
+ Automated Payment Reminders!• Use age of invoice to determine message content and channel!• Drive people to online payment portal or call billing department to make payments !
Results
+ 55-60% response rates (vs. 20% manually by phone)!
+ 90% of patients required no human intervention!!+ 30% increase in Net Promoter Score to 80%!!+ Significant increase in payment collections:!
• 73% of all online transactions occurred within 48 hours of payment reminders!• Doubled monthly collections!
!+ $1,500 savings/location/month in staff time for follow-up – OPTIMIZE LABOR! !
PatientBond ROI
+ PatientBond Financial Impact: >$2,500/location/month!+ Labor optimization savings per location: $850/month!+ Savings in statement costs per location: $325/month!+ Increase in collections per location: $1,450/month!
+ Sound Investment: Over 8x Return on Investment!!+ Cost effective!+ Unlimited workflows and communications!
NEXT STEPS
Getting Started with PatientBond
+ Free 30 day pilot – no commitment, no obligations!
+ No set-up charges or change fees (ever)!
+ No training on new tool (we manage and administer the workflows)!
+ Data feed (Report or API) for visit / patient data!
+ Up and running in 10-14 days!!
Special Offer for Webinar Attendees
708-617-8130
www.patientbond.com
Contact us by Friday, February 17 to schedule a custom demonstration or pilot consultation and get!+ 60 day free pilot for encounter workflows (contingent on April 1 pilot start date)!
+ Add on unlimited Revenue and Loyalty workflows at the end of pilot at no charge for 6 months !
@PatientBond #UCCchange