A detail that cannot wait is that my BCM colleague, Lona Leigh and I gave our presentation yesterday and enjoyed great discussion regarding grateful patient programs and best practices. Business cards, great ideas, and encouraging words were exchanged as we wrapped up our “BCM Grateful Patient Pilot Program” details.

Rachel and I could not have experienced this conference without the assistance of APRA Greater Houston. We are deeply appreciative!

Well I’d better get back to begging my critters to forgive me for being away. More later…

Today was the first full day of APRA. Yesterday’s schedule of two single long sessions switched to several shorter time blocks with half a dozen sessions in each one. Evading the eagle eyes of the proctors, er, volunteers, many participants hopped and shopped among the offerings. In general the sessions have been good. Some have been better than others. From a first-timer’s perspective, the range of both content and level of knowledge is well-planned. Things I already know are reinforced, things I don’t yet know are inspiring, and I already have a good set of session notes and ideas for work.

Here are a few, in no particular order: In a grateful-patient scenario, physicians are the #1 source for donor referrals among their patients, nurses and patient advocates are not far behind, and HIPAA regulations are not an obstacle but rather a defining boundary. Before any large-scale campaign, an organization should establish an internal culture of philanthropy so that every employee in every department understands that through contact with patients/clients/patrons, he or she is part of bringing financial resources to the organization. Targeted mini-campaigns can bring in new donors. Visual representations of data are eminently digestible for board leadership. The capital or comprehensive campaign is a product of historical evolution, reflects certain expectations and desires, and may be evolving back into smaller, targeted campaigns. Lots to learn!

And now, a light dinner of Whole Foods groceries in the comfort of our Hilton hotel room. Over to you, Barbara…

Barbara: Well said Rachel! By the way, I’d been enjoying a bit of our light supper while my friend and colleague shared her observations with you. Lovely! Today’s highlights for me included the following items.

Mailings that go out 30 to 59 days from the discharge date often receive a 1.28 percent response rate. If you wait and send a mailing 188 days after discharge that rate drops to .88 percent. I heard this data point in my first session of the day presented by Val Roberts of Brigham and Women’s Hospital, a Harvard cohort.

In my session with David Lamb of Blackbaud Analytics, I took special note of his suggested readings, all of which promise ideas to help focus campaign research to achieve success. Mr. Lamb suggests that for a seven-year campaign, a major gift officer needs about 400 prospects – 100 in the first year and 50 in each of the following years. Additionally, he suggested that portfolios should be no larger than 150 prospects and not include stewardship folks. Very interesting.

I took time to visit with a product expert from Blackbaud, who gave me wonderful news about updates to a service we just acquired from them, Research Point. The Blackbaud folks are referring to this as the Q3 update and it will fix a number of issues that we had experienced with this product. For my work mates back home, take heart! There will be more flexibility in the export feature and improved output in the Noza offerings. There are many more updates that I’ll with you once home.

While running from one session to another, I was able to visit with many of our Houston friends including:
Ali McLane,Bentz Whaley Flessner
Sonia Gilmore, University of Texas M.D. Anderson
Jessica Ritter, Audubon Society
Audra Jesudason, Houston Zoo
and Summer Bartlett-Moore, Baylor College of Medicine

I connected again with a particularly marvelous presenter from yesterday, Qaya Thompson from the Yale New Haven Hospital.  Her comments were very helpful to me and inspired some ideas for the grateful patient program were are creating at BCM.  Thank you Qaya and thank you to your marvelous co-presenters.

There is a great energy here and I believe that we are all getting some terrific actionable information.

Images of the day:

Highlights for Rachel:  A recurring theme among the panelists was that the best referral source for prospective donors are the physicians.  Rachel substituted, in her mind, “clinician” for “physician” and “client for “patient” to frame the discussion for a mental-health perspective.

Highlights for Barbara: Surveys are a good way to connect with patients eliciting their thoughts about their experience with their healthcare provider.  One of the best questions one can offer: “What was your overall experience of your visit?”  Successful grateful patient programs typically have been made institutional priorities.  Johns Hopkins uses an online HIPAA classes.  Members of their development are encouraged to take these classes before making contact with potential grateful patients.

Here is a memorable quote from one of the afternoon sessions: “The loftier the position, the more they like pictures!”  Visualization data and developing clear communication styles help get information across to our colleagues no matter position they hold in your institution.

This was a pre-conference day filled with data analyzing suggestions, best practice thoughts for grateful patient programs, and  much more.  After sessions concluded Rachel and I connected with friend and colleague Summer Bartlett-Moore of Baylor College of Medicine and found dinner on Rainey Street.  Go there as soon as you can.  It is marvelous.  When you get there, try the G’Raj Mahal for a unique and delicious dining experience.

On our way up we stopped at Hruska’s, a traditional stopping place on Highway 71 in Ellinger between La Grange and Austin.  Fabulous!  We both enjoyed pan fried sausage and sauerkraut Klobasnikys.  If I was asked, “Barbara, what is the best thing you ever ate?,” this might be that thing.  Good food and good company on our way to a great conference.  Not bad.

Hruska's

While the Internet at the Austin Hilton is SLOOOW, we know that this will be a great experience.

More tomorrow…

http://www.apragreaterhouston.org/contact-us/

Our first post will be published next Tuesday evening.  Check back here daily for our comments about the Conference.   We plan on sharing so descriptively that you’ll believe you are right there with us.  By the way, this activity is another way of announcing that we have added a blog to our AGH website.  Many thanks to Aaron Baxter of Method21 for creating our website and for adding this new feature.