bbcon 2013

2. Gifts of Gratitude
The “Gifts of Gratitude Program” provides grateful patients and family
members the opportunity to support Baystate Health while paying tribute to
their special caregiver—the individual, or group of individuals, who made a
positive difference in their stay at the hospital, home or health center.
The “Gifts of Gratitude Program” helps advance health care and patient care
delivery through unrestricted gifts that support the greatest need of the
healthcare system in the following ways: enhances programs and services at
Baystate Health, supports innovative clinical education programs, assists with
the cost of patient care services not covered by medical insurance and
underwrites the cost of new equipment and technology.

3. Connections and Relationships
• Who are the people most connected with
the organization?
– Patients - people that connect with the care providers
•Inpatients - Surgery - Chronic disease management
•Outpatients - Office visits – lab services, radiology testing,
rehabilitation
•Long term care patients - Cancer – Heart Disease – COPD -
Diabetes

4. Gifts of Gratitude
“There is a personal
touch to what they
do! Sarah got the
best care possible…”
Ann Reno, with daughter Sarah, Baystate Children’s Hospital grateful family.

5. Grateful Patients…
Tracy Opalinski, Baystate Mary Lane
Hospital grateful patient.
David Warpula, Baystate Health
grateful family.

6. Implementation
• Develop a strategic plan for administering and rolling out the program
identify appropriate patient donor data base, design points of patient contact
• Gain approval from Leadership
• Design and develop collateral materials
• Introduce the program system wide
Educate management - care providers - staff
• Recognize all care providers
• Steward all donors
connect honoree to donor through acknowledgement of gift

7. Approval From Leadership
• Build a case for support – patients affinity to support
healthcare is based on experience
• Present the facts. It is the #1 best practice model being
incorporated in hospitals across the nation.
• Provides a simple vehicle for patients to express their
appreciation for good care
• Creates opportunity for future donor relationship
development
• Builds employee morale and engagement as all employees
are potential honorees

8. Develop Collateral Materials
• Brochures and Videos – for admit packets, physician
practices, lobby areas and mailings
• Pins for recipient of awards to wear on collar or lapel
• Training materials for staff
• Certificates for individual and department recipients
• Note cards for the Major Gift Officers to donors
• Thank you cards for caregivers who were honored to send
back to the donor to thank them for the gift
• Bookmarks that may be sent to new employees explaining
the program

9. Educating and promoting the program
• Present the program at all manager meetings
• Distribute all brochures and training materials
throughout the institution
• Use videos about program on TVs in patient rooms
and main areas of the hospital
• The best training tool is honoring a caregiver in
front of their managers and peers!

10. Raiser’s Edge Data management
• Tracking and coding patients in RE is essential!
– Action Tracks (reminders)
– Relationships (solicitors, caregivers)
– Gift coding
– Constituency coding
– Proposals
– Tributes
• ImportOmatic
– Tools that helps you enter batches of patients in RE
• Automatic coding
• Assigning solicitors
• Adding proposals

11. Direct Mail
• Screening Patients Daily
– Arrange for IT to send select patient files daily
– Screen files for specific donor information
• Previous donor
• Propensity to give
• Mailings
– Monthly mailing to all patients (5,000)
• Emergency Department
• Admits to Hospital
• Day stay surgeries

12. Personal Visits
• Major Gift Officers visit patient donors and
prospects in the hospital (identified in Wealth
screening)
– Speak with the manager or nurse on duty to
make sure it is ok to visit
– Introduce themselves to the patients and thank
them for being a friend of the Foundation
– Inquire how their stay is going and if there is
anything that they can do to help their stay be
more comfortable (follow through)

13. Recognition for the care provider
• Gift is made in honor of a caregiver
• Foundation notifies the manager and sets up a
time to visit and pin the recipient
• Certificates are awarded to group honorees
• Staff Meetings (nice to have managers or
supervisors pin their employee)
– On the floor during normal work hours
– During a leadership meeting

14. Commemoration of the Act of Giving
Patient – Caregiver – Philanthropy
• Patient makes gift in honor of Caregiver
• Caregivers are recognized amongst peers and awarded a
pin
• Caregivers are given pre-addressed thank you note to send
to the patient
• Meaningful relationships are created between Patient and
Baystate Health

15. Converting Patients to Donors
• Focusing on Patients
• Hearing Patients when they say “Thank you”
• Training Baystate Health employees to have
awareness of their impact on philanthropy
• Introduce Patients to the Baystate Health Foundation

16. Doctors Day
Direct mail sent to all Medical Practice patients
inviting them to honor their physicians.
• Includes a self addressed (foundation office) note card for
them to send a personal note of thanks to their Doctor.
• Foundation distributes the cards to physicians
• 411 donors contributed over $13,000
• Distributed 420 note cards to Physicians
• Honored 235 Doctors

17. Questions or Comments
Thank you for your time today.
Questions?
If you need to contact me with any
question please call me at
(413) 794-2226 or email me at
ann.donah@baystatehealth.org