Glossary

A B C D E F G H I J K L M N O P Q R S T U V W X Y Z

A

activities

Activities are the combined communication activities and response activities associated with the campaign.

aggregated data

Data where a third party data source (e.g., Google AdWords) provides activity data (e.g., impressions, clicks) in a compiled format, grouping it per time/date the activity occurred rather than per individual. Since this aggregated data provided to Healthgrades for ingestion is not at the individual level, we cannot match it to individual records.

anonymous individuals

Individuals whom we know are unique based on identifiers ingested through third-party integrations but for whom we have do not yet have enough information (a standard set by Healthgrades) to connect to unique records in the database. Since we know they are unique, we can still reflect anonymous individuals in a campaign’s reach, awareness conversion, and consideration conversion metrics even before we've identified the individuals. As we load data over time and continuously identify individuals, we actively look back for any response activity we can attribute to the newly identified (formerly anonymous) individuals.

audience groups

In a target audience, you can subdivide the overall audience into smaller, more granular groups of individuals called audience groups. Audience groups allow you to define groups of individuals so you can more closely target and personalize your marketing message to those individuals.

authorized representative

If you work on behalf of a provider (e.g., you work for a provider’s practice), you can became an authorized representive. You can register for your own Healthgrades account and request authorization from the provider so you can update the provider’s profile on his/her behalf.

awareness conversions

The stage of a campaign where the audience’s general awareness, or discovery, of your marketing message is reflected by their passive engagements or micro-conversions (i.e., web sessions) with the campaign's tracked pages. Reflects the passive engagements of identified individuals and anonymous individuals.

C

campaign

A campaign is where you manage your marketing efforts, including attaching a target audience; configuring tracking for URLs and phone numbers; launching marketing efforts for direct mail/email/outbound call channels; and monitoring performance across direct mail, email, outbound call, paid search, and display channels.

category code

Indicates the level of risk that an individual has for a disease or condition against a national percentile. Use category codes in combination with a consumer risk or patient risk model to select individuals who are at a certain risk level for a specific particular disease or condition. The category codes are defined as follows, with '7' as the highest level of risk: 7 = in top 0.5th percentile; 6 = between 98.5th and 99.5th percentile; 5 = between 96th and 98.5th percentile; 4 = between 91st and 96th percentile; 3 = between 81st and 91st percentile; 2 = between 56th and 81st percentile; 1 = in bottom 56th percentile.

channels touched

The marketing channels where identified individuals were exposed to the marketing message. A channel is considered touched if an identified individual has one or more communication activities occurring on that channel.

communication activity

The distribution of the campaign's marketing message through a marketing channel, whether it is direct mail, email, or outbound call where your health system explicitly contacts individuals or the display of ads in digital marketing (paid search or display).

consideration conversions

The stage of a campaign where the audience interest in the product, service, etc. in your marketing message is reflected by their active engagements with the campaign. Active engagements are online form completions, health risk assessment (HRA) submissions, and inbound calls made by identified individuals and anonymous individuals.

consumer risk models

Consumer risk models (also referred to as CHUI models) is one of two types of proprietary Healthgrades predictive health models designed to help you identify the health needs of patients and non-patients within the next 12 months. The other type of predictive health model is patient (PDI) risk. Learn more about our predictive health risk models.

contribution margin

The net reimbursement you expect to receive for patient visits after taking into account costs for providing patient care. Calculation: expected reimbursement for visits minus direct costs for visits.

conversions

Events that reflect an individual's journey from consumer to patient. Campaign reporting in Healthgrades CRM reflects metrics for three distinct stages of conversions: awareness, consideration, and decision.

cost per

The amount your health system paid to accomplish the stated metric (e.g., cost per impression, click, conversion, etc.). Calculation: investment divided by the number of times the action associated with the metric occured.

D

data ingestion

The process of obtaining/receiving data and importing it into the database. Data sources include your health system's visit data, purchased market list data, email activity from Eloqua, impression data from Google AdWords, etc.

Date Sent

For direct mail, the date when Healthgrades CRM begins tracking the individuals in the target audience for response activity. Learn where to set the Date Sent.

decision conversions

The stage of a campaign where the outcome of the audience’s interest in your campaign’s marketing message is reflected by their decisions to have visits with your health system. Evaluate the outcome of your campaign using metrics that reflect individuals’ visits that qualify for the campaign’s objective.

direct mail

A marketing channel where the distribution method for the marketing message is mail.

Display

A marketing channel where the distribution method for the marketing message is online display ads. These ads display to individuals navigating the web. Healthgrades currently supports full data ingestion from the third-party vendor Google AdWords.

E

email

A marketing channel where the distribution method for the marketing message is email. Healthgrades offers a pre-built integration with Oracle Eloqua, a third-party marketing automation tool, for email.

enterprise control group

A designated group of households who are never contacted as part of marketing campaigns. We compare the enterprise control group behavior to the response activities of the identified individuals to determine incremental ROI. Learn more about the enterprise control group.

F

facility

A business location that can provide medical services or represents a group of medical providers.

H

health risk assessment

A health risk assessment (HRA) poses a series of questions designed to help an individual better understand his/her current health status/risks. Medicom Health, a third-party vendor who administers/manages HRAs, offers a pre-built integration with Healthgrades to load HRA data to our database. Healthgrades CRM uses the submitted information to identify individuals, matching them to unique records in the database. Configure tracking for HRAs to attribute submissions, and therefore the identified individuals and their downstream visits/revenue, to a specific campaign.

Healthgrades account

With a Healthgrades account, you can edit/enhance your provider profile and respond to Patient Satisfaction Surveys submitted by patients. You can register for an account for yourself and/or have an individual who works on your behalf register for an account. Learn more.

Healthgrades ID

The Healthgrades ID (HGID) is a unique number assigned per individual by Healthgrades. We use this number to tie communication activity and response activity back to the individual.

Healthgrades Star Rating

Your Healthgrades Star Rating reflects your overall score out of five stars as calculated using your patients' responses to the Likelihood to recommend this provider to family and friends question in Patient Satisfaction Surveys. In your provider profile on Healthgrades.com, the Star Rating displays by your name, at the top of your review section, and with the patient comment.

HGID

The Healthgrades ID (HGID) is a unique number assigned per individual by Healthgrades. We use this number to tie communication activity and response activity back to the individual.

household

A grouping of one or more individuals who reside at the same address.

household retention

Of households with visits in the current year, the percentage that also had visits the prior year. To determine this percentage, Healthgrades created a national average using our proprietary historical data across our client base.

I

identified individuals

Individuals for whom we have enough information (a standard set by Healthgrades) to match to existing or create new unique records in the database. Identifying individuals and connecting them to unique records in the database allows Healthgrades CRM to track them for downstream visits and revenue, which we attribute to a specific campaign.

impressions

Instances when your marketing message is in front of individuals (identified and unidentified), regardless of how many times the same individuals saw the message. The method by which an impression occurs and is counted varies per marketing channel, as follows: Direct mail: An impression is counted for every individual in direct mail lists created from target audiences attached to the campaign and for which you entered a Date Sent. Email: An impression is counted when email activity is received from marketing automation. Outbound call: An impression is counted every time call activity is received (via your call center data) for individuals in outbound call lists created from target audiences attached to the campaign. Excludes calls resulting in no answer, busy signal, failure, or cancellation. Paid Search/Display: An impression is counted every time your ad displays on an online advertising platform (currently, Google AdWords).

inbound calls

Phone calls made to your health system (or third-party call center working on your behalf) using a tracked phone number from your marketing message. Healthgrades CRM uses information gathered during calls to identify the callers, matching them to unique records in the database. Configure tracking for phone numbers to attribute the calls, and therefore the identified callers and their downstream visits/revenue, to a specific campaign.

investment

The total amount your health system paid to execute a campaign and used to calculated the campaign's ROI. Healthgrades CRM determines your total investment based on the costs recorded per marketing channel in Cost Schedule.

M

market area

A custom service area comprised of the ZIP codes you select.

marketing channels

The distribution method used to convey a marketing message to consumers. Healthgrades currently supports full data ingestion (impressions to conversions to visits) for the following channels: direct mail; email from Oracle Eloqua; outbound call; paid search from Google AdWords; and display from Google AdWords.

N

new patient

An individual is a new patient when the individual’s visit history meets the following conditions: a. A visit within the last month. b. No visit within the three years prior to the last month. An individual is considered new for three months at which point the individual becomes an existing patient.

O

objective

The specific goal or purpose of your campaign. A subset of overall visits, the objective visits are those 1) had by the identified individuals tracked back to your campaign and 2) qualify for the selected promoted services, promoted facilities, and/or values under Optional Fields > Refine Objective in Campaign Settings.

objective patients

The unique, identified individuals who 1) were tracked back to a campaign and 2) had visits meeting that campaign's objective.

online form

Web pages that prompt individuals to submit information (e.g., request appointment, register for seminar). Healthgrades CRM uses the submitted information to identify individuals, matching them to unique records in the database. Configure tracking for online forms to attribute form completions, and therefore the identified individuals and their downstream visits/revenue, to a specific campaign.

outbound call

A marketing channel where the distribution method for the marketing message is phone calls made by your health system (or a third-party call center on your behalf).

overall

Any visit had by identified individuals who can be tracked back to the campaign. Visits must occur within the time frame specified in the Track Responses up to field in Campaign Settings.

P

pageview

An instance when an individual accesses a webpage configured for tracking in a Healthgrades CRM campaign. Typically for reporting purposes, pageviews are counted as part of web sessions.

paid search

A marketing channel where the distribution method for the marketing message is the placement of ads on the results page of a web search engine based on the specific words searched for by users. Your health system pays to have an ad display based on specific words for which users might search and also for any resulting click-throughs. Healthgrades currently supports full data ingestion from third party vendor Google AdWords.

Patient Engagement Resources

Healthgrades offers these online and offline resources you can use to invite patients to complete Patient Satisfaction Surveys after office visits: Survey Reminder Cards, Review Link, Star Rating Badges. Learn more.

patient risk models

Patient risk models (also known as PDI models) is one of two types of proprietary Healthgrades predictive health models designed to help you identify the health needs for your health system's patients within the next 12 months. The other type of predictive health model is consumer (CHUI) risk. Learn more about our predictive health risk models.

Patient Satisfaction Review Link

The Patient Satisfaction Review Link is a custom, mobile-friendly link you can copy and paste into digital communications (e.g., email) with your patients. The link sends patients directly to your Patient Satisfaction Survey on Healthgrades.com. Learn more.

Patient Satisfaction Surveys

On Healthgrades.com, a patient can submit a Patient Satisfaction Survey about her experience with you and with your office/staff. The survey provides the patient with the opportunity to rate her experience via survey questions and enter a free-text comment. Learn more.

payor category

Types of payors associated with the visits patients have had with your health system (e.g., Commercial, Medicare).

Perceptual Profiles

Perceptual Profiles is a psychographic segmentation model that identifies differences in how consumers process and respond to healthcare messaging. You can use it to customize marketing content and increase response rates. Learn more.

provider profile

Your provider profile displayed on Healthgrades.com allows you to share information about yourself and your practice with consumers searching for a provider. You can add a personal touch to your provider profile by editing and expanding upon the information displayed in your provider profile. Learn more.

R

reach

Unique individuals (identified and anonymous) exposed to your campaign's marketing message regardless of how they came to view the message. The method by which reach is counted varies per marketing channel, as follows: Direct mail: The unique individuals in direct mail lists created from target audiences attached to the campaign and for which you entered a Date Sent. Email: The unique individuals for which email activity (specifically, the dates emails were sent) is received from marketing automation. Individuals do not have to be in the audience you sent to marketing automation in order to be reflected in reach. Outbound call: The unique individuals to whom your health system (or a call center working on your behalf) placed outbound calls. Excludes calls resulting in no answer, busy signal, failure, or cancellation. Display: The unique individuals for which an ad was displayed on an online advertising platform (currently, Google AdWords). Paid Search: Google does not provide reach metrics for paid search.

Recency Frequency model

The Recency Frequency (also known as RF6) model is a segmentation system that defines an individual's relationship (or lack thereof) with your healthcare system based on recently and frequently he has had visits. Learn more.

remainder

In Target Audience, the number of individuals who are members of your overall audience but who do not fall into an audience group you've created within that overall audience.

response activity

The behaviors (by individuals) we consider the result of a campaign: visits, pageviews, web sessions, inbound calls, online form completions, and health risk assessment (HRA) submissions.

S

service line

Service lines group medical visits in a meaningful way. With assistance from data experts, Healthgrades mapped the following types of medical codes to a standard set of service lines: MSDRGs; ICD-9 procedure and diagnosis codes; ICD-10 procedure and diagnosis codes; CPT procedures; and HCPCS procedures.

Smart Template

Templates built by Healthgrades that let you select a target audience using a set of pre-configured criteria.

Star Rating Badge

With a Star Rating Badge, you can share your Healthgrades Star Rating with patients and potential patients on a website, landing page, or other online marketing resource. The badge also links your patients directly to your Patient Satisfaction Survey so patients can access and submit a survey easily. Learn more.

Survey Reminder Cards

Survey Reminder Cards are personalized cards you print and provide to patients after office visits. The card prompts your patient to complete a Patient Satisfaction Survey on Healthgrades.com about her recent visit and can serve as a reminder of your patient's next appointment. Learn more.

T

target audience

A group of individuals you select by applying criteria that include/exclude individuals based on the characteristics you specify in those criteria. Typically, you create a target audience in anticipation of reaching out to them as part of marketing efforts. In Healthgrades CRM, a target audience is comprised of the overall audience, which you can subdivide into more finely defined audience groups. To launch marketing efforts, you attach a target audience to a campaign.

time frame

The period of time during which patient visits have occured for your health system.

U

unidentified individuals

Individuals for whom we do not yet have enough information (a standard set by Healthgrades) to connect them to existing or to create new unique records in the database. As we load data over time, Healthgrades CRM actively works to identify the unidentified -- gathering enough information to either match the unidentified individual to an existing record or to create a new record.

V

visits

Instances when individuals use services at your health system's facilities. Healthgrades CRM employs multiple, ongoing approaches to identify individuals associated with visits in order to attribute the visits/revenue to a specific marketing channel and campaign. Using visit information provided by your health system, we can match them to direct mail/outbound call lists created or sent to marketing automation (email) for a given campaign. We can also use tracked online forms/health risk assessments submitted or tracked phone numbers used to make an inbound call.

W

web session

A period of web browsing that 1) occurs within a given time frame and 2) includes viewing at least one webpage configured for tracking (pageview) in a campaign. A web session is counted only once regardless of the actual number of pageviews that occur during that time.