PatientBond was invited to speak at the 2017 American Heart Association Center for Health Technology & Innovation Conference. PatientBond shared the results of its work to reduce 30 day hospital readmissions for Congestive Heart Failure and its plans to collaborate with the AHA on preventing the progression of heart disease

1. Reducing Hospital Readmissions Through
Psychographics & Technology
Brent Walker, SVP Marke0ng & Analtyics, Pa0entBond
CONFIDENTIAL

2. Background

3. Is Education the Answer?

4. Psychographic Segmentation
AAtudes
Beliefs
Values
Lifestyles
PersonaliEes

5. Five Healthcare Psychographic Segments
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

6. PatientBond:
Consumer Psychology + Adaptive Technology
Dear Trevor,
I want to personally thank you for being a pa9ent at Priority Care. As you probably
know, our number one goal here is to provide the absolute best healthcare
possible in a comfortable seAng.
Did you know that new pa9ents generally find out about our prac9ce through
word-of-mouth from pa9ents like you? So that brings me to a favor I would like to
ask you. Could you please take a few minutes to think of some friends and family
members of yours who may be looking for a medical clinic and let them know
about us? Whether it's one person, ten people or even more, your referral would
be greatly appreciated.
So, please feel free to introduce them to our office, and I promise we will take
very good care of them. If you have any ques9ons at all, please feel free to call us
at 312 402 4006.
Thanking you very much in advance!
Very truly yours,
Dr. Kalpana Narang
P.S. The referral of a friend or a loved one is the ul9mate compliment you can give
us. Thanks again!
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Powered by PatientBond
Email Text Interac/ve
Voice Response
Your Healthcare Consumer
Audience
Pa/entBond segments your
pa/ents/consumers
Pa/entBond modifies
pa/ent behavior using a
preference based, outbound
communicaEons plaHorm

7. Who?
Why?
What?
How?
Who is this patient
What are they doing?
Why are they doing what
they do?
How should we reach out
to them?
Healthcare focuses here
Psychographics add focus here
• Healthcare historically knows “WHAT” pa7ents are doing
• To change behavior you must know “WHY” pa7ents are doing things
Healthcare Behavior Change Foundation
Pa/entBond executes here

8. • Large, nonprofit hospital system
• ObjecEves - Use the PaEentBond plaHorm to:
• Primary: Reduce Readmission Rates aOer CHF
Discharge currently at 18.5%
• Secondary: Improve paEent experience &
engagement while opEmizing nurse Eme
CHF 30 Day Readmissions Reduction Pilot

9. Communication Sequence Over 30 Days
1! 3! 5! 10! 15! 20! 30!
Discharge
instructions and
Welcome to 30 day
program!
How to track
recovery and
symptoms!
Medication
Adherence!
Follow up Appointment
and access questions!
Monitoring your
weight!
When to seek
medical attention!
Your recovery
zone!
Salt and Fluid
in your diet!
Appointment
Follow Up!
Making Changes
in your Diet!
Activity, Smoking,
Drinking Tips!
Congratulations!!
2! 4! 7! 12! 17! 25!
Days after Discharge!
Medication Status
& Access!

10. Communications Include Patient Response Prompts

11. Patients Answer the Five Questions

12. Patient Response Dashboard

13. • 315 CHF discharges over 5 months
• 90% reduc/on in 30 days all-cause readmissions (from 18.5% to <2%)
• 62% paEent response rate to 14 waves of psychographic communicaEons
• 94% of paEents (age 65+) liked the electronic discharge process and digital
communicaEons
Results

14. • 315 CHF discharges over 5 months
• 90% reduc/on in 30 days all-cause readmissions (from 18.5% to <2%)
• 62% paEent response rate to 14 waves of psychographic communicaEons
• 94% of paEents (age 65+) liked the electronic discharge process and digital
communicaEons
Results

15. HMA-Personalized Care Plans
Health Mo/va/on Assessment
(HMA) Sets the Priori/es Personalizes Communica/ons
Psychographic Segmenta/on AHA’s Life’s Simple 7TM
the seven most important predictors of heart health
Get
Ac4ve
Eat
Be9er
Manage
Weight
Stop
Smoking
Reduce
Blood Sugar
Control Blood
Pressure
Control
Cholesterol
Self Achiever
Balance Seeker
Priority Juggler
Direc8on Taker
W
illful Endurer
Glucose
Physical Ac8vity
Nutri8on
Weight
Smoking
Cholesterol
Blood Pressure
12-52 week program with segment specific messaging & frequency

16. • 12 week prevenEon/wellness program
• Targeted toward General PopulaEon
• 12 month prevenEon & management program
• Heart Failure
• CABG
• CAD
• AMI
• Arrhythmia
• Stroke
• Cardiac 30 Day Readmission ReducEon program
• CHF
• AMI
• CABG
Collabora/ng in Cardiovascular Disease Preven/on

17. Learn more about PaEentBond at
www.paEentbond.com
brent@pa/entbond.com