Grateful Patient ProgramImproving the Patient Screening Process at UC Davis Advancement Services

Rowann Tatcortatco@ucdavis.edu

https://www.linkedin.com/in/rowanntatco/

Agenda

• About UC Davis and Advancement Services

• The Grateful Patient Program at UC Davis Health

2%

Gender

Non-

Binary

About UC Davis

Last Campaign

$1 Billion This Campaign

13 Big Ideas & $2 Billionbigideas.ucdavis.edu

Development and Alumni

Relations Staff (DEVAR)

• Shaun Keister, Ph.D. Vice Chancellor

• 300+ Staff Members

• Hybrid Fundraising Environment

About UC Davis Development

The Cousteau CrewAgile Crew of 42 (now 45)

About Advancement Services

The Teams

• Business Intelligence

• Customer Services

• Help Desk and Training

• Customer Relationship Management

• Gift and Data Services

• Gift Policy and Executive Support

• Gift Agreements Team

• Strategy and Operations

Advancement Services: The People

Our Gifts:

• 59,000+ Transactions per Year

• $234 Million Raised from 36,800 Donors

• Average Processing Time: 3.5 Days

• 800 Gift Agreements Produced Each Year

Our Projects:

• Complete Over 50 Priority Projects Each Year

• Managed 14,500+ Service Requests

Our Data:

• 960K+ Entities in Advance

• 13 Systems Supported

Advancement Services:The Numbers

Sure, but what does that mean?

http://blogs.collab.net/agile/what-is-scrum-the-

five-minute-explanation-for-folks-not-yet-

practicing-it

How Do We Work? We Are Agile!

Agile adjective ag·ile | \ˈa-jəl \able to move quickly and easily

It’s difficult to describe. It can change.

And Agile isn’t just one thing. It’s three:

• a framework for getting work done

• a value system

• process

Gift Acceptance & Processing

Kanban Board (Japanese) “Signboard”

Data Services Kanban Board

Customer Requests & Bug Fixes

Priority ProjectScrum Board

(2-week sprints)

Agile is a Framework for Getting Things Done

Individuals and interactions over processes

and tools

Working software over comprehensive

documentation

Customer collaboration over contract

negotiation

Responding to change over following a plan

https://agilemanifesto.org/

Agile is a Value System

Agile is a Series of Processes

…that result in creating teams that:

• generally organize themselves into three roles

• participate in four regular meetings

• and produce and maintain three artifacts.

About the Grateful Patient Program and Our Partnership with UC Davis Health

About UC Davis Health

2019 Points of Distinction

• 625 licensed beds

• 80,574 ER visits

• 908,542 office/clinic visits

• 34,763 admissions

What is a Grateful Patient Program?

• Identify new major gift prospects

• Cultivate giving from patients

• Seek funding for programs that would benefit the greater good

• Help patients in practicing the science of gratitude and healing during their patient journey

Source:

Science of Gratitude and Healing

https://greatergood.berkeley.edu/article/item/how_gratitude_changes_you_and_your_brain

https://ggsc.berkeley.edu/images/uploads/GGSC-JTF_White_Paper-Gratitude-FINAL.pdf?_ga=2.55507435.115447651.1582053146-1768656524.1579236103

Is a Grateful Patient Program worth the investment?

“Many patients want to give

back—even without prompting.”

https://www.advisory.com/daily-briefing/2019/01/30/donations

6

10.4

0

2

4

6

8

10

12

2004 2017

Dollars Given to Hospitals Nationwide (in billions)

Source: Association for Healthcare Philanthropy

A Grateful Patient Success Story at UC Davis Health

Ernest E. Tschannen’s gift total of $38.5 million is the most from an individual in the university’s history

• Ernest E. Tschannen Eye Center and the

Center for Vision Science to be built on health

system campus

• His donation also supports research on optic

nerve and glaucoma

• First Gift: $25 in 2007

• $5,000 for research each year

• $1.4 million pledge in 2014

Source:https://www.ucdavis.edu/news/record-generosity-385-million-uc-davis-vision-science

https://giving.ucdavis.edu/impacts-giving/eye-giving

Special Data Compliance ConsiderationsCompliance: Adhering to privacy standards in using and handling health data

• Federal (HIPAA)

• State laws (CCPA)

• Local laws

• Hospital policies• Business agreement that we (Advancement

Services) need to sign with UC Davis Health

• Internal Security measures for handling and storing data

• Data transfer policies

• Privacy & Security Trainings required for campus staff

What patient data can we use for fundraising (HIPAA)?

Reference:https://www.givinginstitute.org/news/250351/The-HIPAA-Privacy-Rule-What-Fundraisers-Need-to-Know.htm

CAN USE WITHOUT PERMISSION:

• Patient demographic data (name, address,

phone, email, date of birth, age, gender, etc.)

• Health insurance status

• Dates of patient services

• General type of department in which a patient

is serviced

• Treating physician information• Outcome information

CANNOT USE WITHOUT

WRITTEN PERMISSON:

• Diagnosis

• Nature of services

• Treatment

Our Grateful Patient Partnership: Why?

• Data silos kept us guessing and stressing• Couldn't do prospect screening quickly enough

• UC Davis Health couldn't avail of the data held in Advance because we weren't sure who the Grateful Patients were.

• Advancement Services couldn't provide the segmentation data needed

Lots of great

work going on,

but separate from

one another.

Grateful Patient Program at UCD Health

Prospect Management and Research

Advancement Services

Pre-Automation Solution: OK, but Pain Points Emerged

• Manual process to load data

• Data cleansing after data load

• Manual process to run the entity matching

• Manual upload by PMR to perform wealth screening

• This worked for monthly but daily?

• Could not scale to fit new UCD Health Fundraising goals!

As the partnership evolved, so did our needs:

• A way to securely transfer Grateful Patient data from the patient system of record (EPIC) to our system of record (Advance)

• A method to append pertinent Grateful Patient data to existing records in Advance without bloating the database (to help with segmentation and solicitation)

• A timely method of getting grateful patient Advance entities to our Prospect Research Management for wealth screening.

• A timely method of uploading those new prospects into our system of record.

Over time, we realized that we needed:

Time to Automate?

YES!

How We Automated our Grateful Patient Screening Processes

What Do I Mean By Automation?

Use of technology to perform steps correctlyand consistently with limited or no human intervention!

Why Automate?

• Free up people resources

• Optimize processing times

• Shorten wait times

• Prevent errors from manual processes

Step 1File Drop

Step 2Load to

Advance

Step 3Entity

Matching

Step 4Load ID +

Affiliation

Step 7Upload

New

Prospects

Step 5FTP to

Wealth

Screening

Step 6Wealth

Screening

Review

Step 8

Create

Outputs

Ellucian

Advance

The Grateful Patient Solution

• File Transfer via secure File Transfer Protocol

• Excel File Contents: • Patient ID (EPIC system number)

• Patient Biodata (name, address, phone, email, birthdate, gender)

• Patient Medical Data (treating physician, department, last visit)

• Frequency: • Daily File: 3-5K rows on (weekdays) and 1K rows (weekends)

• C# .NET code downloads the file from the FTP site

Step 1: File Drop

New Automation !

New Automation !

• C# .NET code reads the spreadsheet and inserts each row into a temporary table in Advance

Step 2: Load to Advance

(Temporary Table)

Entity Matching is the task of identifying a record that references the same entity from a different source

Other Usages of Entity Matching

• Online Giving and Crowdfunding

• Admissions Load (Students, Parents etc)

Step 3: Entity Matching

New Automation !

Step 3: Entity Matching

New Automation !ID First Name Middle Last Name Email Phone Address Birthdate Gender

233 Andrea Gonzalez andreag@yahoo.com 510-222-

3333

123 Main St.,

Union City, CA

94555

01/28/1947 F

334 Arnold Gonzales arnold.gonzales@gmail

.com

408-444-

1111

222 Garcia Ave.,

Mountain View, CA

94403

05/12/1988 M

123 Andy M Gonzalez agonzalez@yahoo.com 510-222-

2111

123 Main St.,

Union City, CA

94555

04/11/1945 M

444 Andy Matthew Gonzalez arnold@gonzalez.com 510-222-

2111

123 Main St.,

Union City, CA

94555

01/23/1982 M

ID First Name Middle Last Name Email Phone Address Birthdate Gender

123 Andrew M Gonzalez agonzalez@yahoo.com 510-222-

2111

123 Main St.,

Union City, CA

94555

04/11/1945 M

ID First Name Middle Last Name Email Phone Address Birthdate Gender

554 Andrew M Gonzalez agonzalez@yahoo.com 510-222-

2111

123 Main St.,

Union City, CA

94555

04/11/1945 M

• Phonetic variations

• “Gonzalez” and “Gonzales”

• Reordered terms

• “Jane Marie” and “Marie Jane”

• Nicknames

• “William Clinton” and “Bill Clinton”

• Non Standardized Addresses

• “Blvd” and “Boulevard”

Step 3: Entity Matching

• Prefixes and Suffixes

• “Tom Hanks” and “Tom Hanks Jr.”

• Abbreviations and Initials

• “JK Rowling” and “Joanne Rowling”

• Missing/extra spaces

• “Annemarie” and “Anne Marie”

• Special Characters

• “650-333-2211” and “650.333.2211”

Fuzzy Matching Considerations:

Why is Entity Matching important?

• Provides a single version of truth for reliable and useful master data

• Data integrity

• Reliable reporting

Sources:

https://en.wikipedia.org/wiki/Record_linkage

Step 3: Entity Matching

New Automation !

After we have identified the existing donors

• Load new PatientIDs onto the matched entity record

• Load new Grateful Patient Affiliation onto the matched entity record

At this point, no new entities created (yet)• We don’t want to bloat our donor’s database with unscreened

prospects

Step 4: Load Patient ID +

Affiliation Code New

Automation !

What is Wealth Screening?

Wealth Screening helps us determine:

• Capacity - a Donor’s capacity to give

• Inclination - Likelihood of donating

• Affinity – Is your cause something they already give to?

Step 5: FTP to Wealth Screening

New Automation !

• Most vendors provide APIs or FTP that allow users to transfer information and back.

• Before, our PMR team the file so they can upload it to the vendor for Wealth Screening.

• With the new automation, we FTP the file directly to the vendor.

• C# .NET code generates a file and uploads it to the vendor FTP site

Step 5: FTP to Wealth Screening

New Automation !

Our new process…

• The automation script generates the file

• Uploads the file to the vendor FTP site directly

• It takes around a few minutes for the vendor to process the file

• By 8am, our PMR team comes in to review the Wealth Screening output

Step 5: FTP to Wealth Screening

New Automation !

• Automated the upload and getting the output but kept the review as a manual process

• Our PMR team goes through the screening outputs daily and reviews them for accuracy

• This step generates new prospects that will need to be loaded back into Advance.

Step 6: Wealth Screening Review

• PMR uploads reviewed Wealth Screening results to OneDrive as an Excel file

• C# .NET script reads the spreadsheet and loads data into Advance using Advance APIs to:

• Create new entities

• Update existing entities with new information like:• contact information: Phone, Email, Address

• birthdate

• wealth screen results

• Evaluation

• Capacity etc

Step 7: Upload New Prospects

New

Automation !

• PMR uploads reviewed Wealth Screening results to OneDrive and a script loads entity data automatically

• Instead of using the Advance Bulk Data Loader functionality, we tapped into how the Advance screen works and used the out-of-the-box Advance APIs to:

• Create new entities

• Update existing entity information like contact information, wealth screen evaluation etc

Step 7: Upload New Prospects

New

Automation !

For PMR, we used to provide an output file so they can upload the file for Wealth Screening (now automated as Step 5), so we’ve eliminated this step in the process.

Step 8: Create Outputs

• For Health, we provide the output file with scanlines to be used for solicitations.

• C# .NET code generates Excel output file:• Patient Biodata

• Patient Medical Information

• Last Physician Seen

• Last Department Seen

• Last Visit etc

• Giving Information

• Last Gift etc

• Wealth Screening Results

• Evaluation

• Capacity etc

Step 8: Create Outputs

New

Automation !

Keys to Success

• ITIL, Scrum and Agile – Iterative development meant several small projects – not one big project!

• Allow Technology to Help

• Data integrity and compliance

• Team: Partnership equals Success

Technical Implementation

• Incoming Data Transfer• Secure FTP

• Data Storage• Oracle

• Microsoft Azure SQL Server

• Outgoing Data Transfer• One Drive

• Programming Language• C# .NET

Thank you!

Rowann TatcoLead Application Developer, Business Intelligence

Advancement Services, UC Davisrtatco@ucdavis.edu

linkedin.com/in/rowanntatco

Please email your questions!