Reasonable Expectations: The New Approach to Grateful Patients
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Transcript of 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
2 #bbcon
What are your expectations?
3 #bbcon
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
4 #bbcon
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
12 #bbcon
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
13 #bbcon
14 #bbcon
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?