PatientBond joins Upfront to become the market-leading, personalized patient access and engagement platform.  Read press release

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PatientBond Frequently Asked Questions

PatientBond is asked a lot of great questions and we’re happy to answer them. We’ve compiled a list of our most frequently asked questions with corresponding answers.
If you do not see an answer to your question, please contact us and we’ll get back to you as soon as we can.

What is PatientBond?

PatientBond is Engagement AmplifiedTM.  PatientBond amplifies the results for any patient engagement initiative using a unique combination of proprietary healthcare consumer psychographics and digital engagement workflows. 

PatientBond's cloud-based platform automates two-way communications with messaging based on consumers’ health motivations and channel preferences, such as email, SMS/text messages, Interactive Voice Response, in-app and portal messaging and event print. PatientBond improves patient acquisition, loyalty, health outcomes and even payment collections by activating positive healthcare consumer behaviors.

What resources are needed to use PatientBond?

PatientBond is cloud-based and is easy to integrate with any Electronic Medical/Health Record, practice management or CRM system through API connections. There is no software to purchase or capital investment necessary.

PatientBond is also a managed service delivery model, meaning we do everything for you. We recognize healthcare organizations run lean and mean, so we develop and manage the digital workflows and handle all adjustments, updates and service requests at no added cost.  The platform is automated, so staff does not have to be dedicated to operating or managing PatientBond. There is little to no staff training required. The only training, if you’d like it, is a one-hour dashboard training, should you choose to utilize our dashboard to monitor communications activities and patient responses.

What types of providers or organizations use PatientBond?

Any organization that seeks to engage healthcare consumers for the purposes of motivating positive behaviors, marketing, education or other purposes of information sharing can use PatientBond. For example:

  • Hospitals can reduce missed appointments or unnecessary readmissions

  • Accountable Care Organizations (ACOs) can close care gaps and meet quality requirements

  • Urgent Care Centers and retail clinics can cultivate relationships with patients, extending the patient journey by marketing services throughout the year

  • Medical groups and providers can extend their care beyond the walls of their practice

  • Health insurance companies can maintain a connection with members to foster loyalty heading into open enrollment

  • Employers can encourage employees to adopt and sustain wellness-oriented behaviors

  • Pharmaceutical companies can improve medication adherence and strengthen disease management efforts

  • Retail pharmacies can direct front-of-store consumer product selection with prescription medicines for more comprehensive, regimen-based care

How long does it take to get PatientBond up and running?

It depends on the scope of use case utilization or workflow customization, but typical deployment time from contract signature to “go live” is 14 business days. Development of a custom application to address a unique issue may take 3-4 weeks.

There are many companies claiming to offer “patient engagement” technology. Why choose PatientBond? What differentiates PatientBond from other options in the marketplace?

PatientBond has three main advantages over other “patient engagement” technology options:

  • A proven, proprietary psychographic segmentation model: Only PatientBond can target healthcare consumers and personalize communications based on their attitudes and motivations to activate positive behaviors.  This model was developed by healthcare consumer experts from Procter & Gamble, the world’s leading consumer products company.  Click here to learn more about PatientBond’s psychographic segmentation model. 

  • Extensive use cases/applications: PatientBond has dozens of programmed applications, addressing such opportunities as marketing & patient acquisition; patient loyalty & journey support through education on additional services; the reduction of hospital readmissions; chronic care management; reducing missed appointments; payment collections/revenue cycle management; and many other critical issues facing healthcare organizations. Most other companies offer only one or a limited set of applications and charge a significant fee for developing or adding other use cases.

  • Multiple communication channels mix: Most other companies offer only one communication channel, such as text messages or email. PatientBond offers email, text messaging/SMS, Interactive Voice Response, in-app and portal messaging and even print, if needed.  Moreover, a single wave of communications with one channel is not an effective way to engage healthcare consumers. Different people (i.e., psychographic segments) require a different combination of channels, with different messaging, at a different frequency and cadence to activate desired behaviors. PatientBond is not a one-size-fits-all solution. Rather, it is a is a one-stop-shop for all digital communications, tailored to the individual healthcare consumer’s motivations, with patient response capabilities and tracking. 


PatientBond offers all this at a cost that is equal to, or less than, the competition. PatientBond’s Return On Investment is also better than other “patient engagement” technology offerings. Overall, the depth and breadth of the PatientBond platform allows us to bring you a single vendor solution with high ROI.

How much does PatientBond cost?

PatientBond’s cost depends on the actual package of use cases/applications that you choose, ranging from marketing/patient acquisition, patient loyalty/journey extension, health outcomes and payment reminder applications. We’re happy to discuss price in a one-on-one call, once we learn what your specific need is. 

That said, you will find PatientBond is affordable, saves staff costs through automation and generates a remarkable Return On Investment starting at 8:1. We have clients realizing up to 30:1 ROI with some of our use cases, such as 30-day hospital readmissions reduction.

What is psychographic segmentation and why does PatientBond use it?

Psychographics pertain to people’s attitudes, values, personalities and lifestyles. Psychographics are the key to understanding people’s motivations, priorities and communications preferences. Armed with these insights, a healthcare organization can position its products, services, patient education and marketing propositions in a way that resonates with healthcare consumers at an unarticulated level. 

Psychographic segmentation groups healthcare consumers according to these shared characteristics, making it easier to target and engage them in an effective and efficient way and increasing the likelihood of activating positive behaviors. 

Do we have to use the psychographics? What if we just want to use the PatientBond platform to engage patients without psychographics?

You do not have to use psychographics. Using PatientBond without psychographics is also a package offering. We have many packages and options to suit your operational needs.

Can we use PatientBond’s psychographic segmentation model with our own engagement technology?

Yes, PatientBond offers a “bring your own technology” option and you can license PatientBond’s psychographic content, insights and workflows to use in your own CRM, EMR or Practice Management system.  However, other systems may not handle the variable channel mix, communication frequency and number of segment-specific versions as effectively and efficiently as the PatientBond platform.

Does PatientBond work with all Electronic Medical/Health Record, practice management or CRM vendors?

PatientBond is cloud-based and API-driven, and it easily integrates with most EMR/EHR, PM and CRM systems. We would be happy to discuss PatientBond’s integration with your specific system. Click here for a list of integrations that PatientBond employs. Click here to contact us for more information.

How does PatientBond differ from a CRM platform?

At its core, PatientBond is a digital engagement platform. It engages patients through email, text messages, automated phone calls, smartphone apps and portals. PatientBond is not a traditional CRM company because it was not designed to handle millions of customer records and track sales leads.

However, PatientBond has incorporated “CRM lite” capabilities that give clients a 360-degree view of patient interactions through an intuitive dashboard. But in most cases, especially with a larger organization, we sit alongside the CRM application. We use consumer data from the CRM application to do the outreach and then put information (consumer responses) back into the CRM database.

How does PatientBond email and text patients without violating HIPAA?

To ensure compliance with HIPAA, we take the following approach:

  • Get patient consent to receiving follow-up communications at the time of the visit;

  • Do not include any PHI (Protected Health Information) in emails or texts, but have generic content written with psychographic segment-specific verbiage if needed;

  • Give the patients an opportunity to opt out of communications and include disclaimer language;

  • Include links in emails and texts that can be used to get patient-reported outcomes information (which may have PHI information) via a secured web page.