Format: Audio

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Dennis Kaldenberg

Segmentation can classify patients using complex system characteristics as they relate to the care experience and its outcomes. Using segmentation analytics, this session will demonstrate a method of identifying patients who are more likely to report poor experience and poor health. The session will begin with an overview of the concept of segmentation, followed by a review of approaches to identify vulnerability within the segments of a patient base. The effects of vulnerability on experience will be illustrated using research from Press Ganey clients. The session will conclude with a review and discussion of changes organizations can make to identify segments of patients who might report poorer experiences, followed by a forecast of expected benefits of using segmentation to reduce patient vulnerability to poorer experiences.