PatientBond Webinar: Win with Patients

Copyright ©2017 PatientBond, LLC. Private & ConfidentialPatientBond.com
Win with Patients!
Drive Breakthrough Revenue and Loyalty with
Next Generation Digitized Patient Journeys

Agenda
+ Introduction
+ Overview
+ Opportunities to Enhance the Patient Journey
+ Customer Spotlight – “StatCare”
+ Occ Med Optimization
+ Economic Value Calculation
+ Q&A

Presenters
Dr. Sandeep Jain
Owner,
StatCare
Mike Gianfrancesco
Director of Urgent Care,
PatientBond

Challenges facing Urgent Care
Fragmented market, lack of brand identity
Incomplete patient engagement strategy
Time/Resource constraints to achieve a true engagement strategy
If you do execute, you currently need Multiple vendors

Next Generation Patient Journeys
Leverage a Managed Service for Patient Lifecycle
Think Automated, Real Time, Conversational
Dynamic, personalized content
Optimize labor with technology
Cultivate patient relationships and loyalty beyond the clinic
Digitize your brand in perpetuity

PatientBond Automates the Urgent Care Patient Journey to
enhance patient experience
Start
Patient Visit
(Encounter)
Next Day
Thank You!
Reinforce Brand

Multilingual

Continuing along our Patient Journey
Start
Patient Visit
(Encounter)
Next Day
Thank You!
Reinforce Your Brand
48 hours
Follow up
Send “Care” Messaging
Marketing
&
Reactivation

Patient Responses: Showing them you care

Alert:
Be responsive when patients need you during the Journey

Customize your Touchpoints:
Reach your patients when they need you the most
Automated
Follow Ups

Start
Patient Visit
(Encounter)
Next Day
Thank You!
48 hours
Follow up
72 hours
Get Feedback
Surveys Marketing
&
Reactivation
Get Feedback:
How are we doing?

Time to Measure your Patient Interaction:
Surveys

Using the Journey:
Let Patients share their positive reviews

Improving Patient Experience:
Dealing with negative survey reviews
REAL TIME
INTERCEPT!

Customize your surveys:
Cater to your Patient Demographics

Social Mining:
Automatically keeping an eye on your reputation

Patient Responses:
Direct your marketing spend

GOALS
• Decrease Costs
• Patient satisfaction
• Improve collections
• Brand awareness
• Millennial focus
• Single Vendor
• Customizable solution
Customer Spotlight
New York based Urgent Care
5 locations
10 years in business
Practice Management: ECW

Encounter
Thank you
Follow-up
Survey
Specialty
CDL Licenses
Immigration
Suboxone
Marketing/Reactivation
Flu
Physicals
Referral
PatientBond Platform
(SMS / email / IVR / Social)
Payment Reminders
Statement
30/60/90 reminders

Encounter
Thank you
Follow-up
Survey
Specialty
CDL Licenses
Immigration
Suboxone
Marketing/Reactivation
Flu
Physicals
Referral
PatientBond Platform
(SMS / email / IVR / Social)
Payment Reminders
Statement
30/60/90 reminders
Psychographic Segmentation*
Mammogram *
* Planned for 2018

Why PatientBond?
üPrice point
üService
üFlexibility
üCustomization
“The cost is nothing compared to
the value….”
“PatientBond is more than a
solution, they are a Partner”
“….We are remaining connected
particularly to our increasing
millennial population”

PatientBond uses Psychographic Segmentation
Attitudes
Beliefs
Values
Lifestyles
Personalities

Psychographic Segments Explained
Segment Description Engagement Strategy
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.
Achieve the goal
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
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/others will
beneﬁt;
Commitment & duty
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
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

PatientBond: Urgent Care by Segment
What segment is most likely to visit an Urgent Care facility?
Willful Endurers (live for today) are 7X more likely than other segments to visit an urgent care clinic
every 1-3 months
Over the course of a year, Willful Endurers visit urgent care clinics THREE TIMES as often as all other
segments
The Self Achiever segment is also prevalent, which makes these two segment Primary Targets (though
they have different “healthcare personalities” and motivations
Balance Seekers Willful Endurers Priority Jugglers Self Achievers Direction Takers
a b c d e
BASE: Total Respondents 18% 27% 18% 24% 13%
Frequency Visit An Urgent Care Clinic
Once every 1-3 months (3)
1% 7% 1% 2% >
acde ace
Once every 4-6 months (2)
2% 9% 1% 6% 3%
ace ace ac
Once a year (1)
5% 9% 4% 7% 5%
ace c
Once every 2 years (0.5)
2% 3% 1% 1% 1%
acde

Use the right content and communication channel to reach your
patients

Geographic Specific Segmentation
Example of state specific segmentation
Ability to get down to the zip code level
PatientBond can do the targeting!
Balance Seekers Willful Endurers Priority Jugglers Self Achievers Direction Takers
National Distribution 18% 27% 18% 24% 13%

State Distribution

Arizona 26% 35% 14% 15% 10%

North Carolina 26% 26% 16% 17% 15%

Texas 24% 24% 19% 18% 14%

How do we segment healthcare consumers?
12 Question Classifier: 91.1% accuracy
KBM Data Overlay
The Self Achiever is also prevalent which makes these two segments
Primary Targets

Start
Patient Visit
(Encounter)
Next Day
Thank You!
48 hours
Follow up
72 hours
Get Feedback
Surveys
Marketing
&
Reactivation
Completing the Journey:
Getting repeat visits

Marketing & Reactivation:
Avoid message fragmentation

Marketing & Reactivation:
Be Consistent and Speak in the single voice of your brand

**NEW** Occ Med Portal for Urgent Care
Urgent Care Benefits
Easily track, manage documentation and communicate with your employers
Single view, easy-to-use portal
Increase revenue by driving additional visits
Create “stickiness” with employers and create competitive differentiation

**NEW** Occ Med Workflows/Use Cases
Workers’ Comp
Case Management
Drug Screens
CDL Expirations &
Renewals
Travel Vaccinations
Fit Testing
Employment
Physicals
DOT
EXAMS
SAVE TIME

Payment Reminders:
Improving your Cash Flow, fueling the Patient Journey

Payment Reminders: Proven Success

Economic Value of PatientBond
Value Based Approach
Economic Value Configurator
Single vendor
$395 per location/month
(tiered pricing for multiple locations)
*KBM data overlay and Occ Med portal may require additional cost

Mike Gianfrancesco
Phone: 773-960-5616
mgianfran@patientbond.com
For more information or to schedule a custom
demonstration contact:

PatientBond Webinar: Win with Patients

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