Personas for Delivery System Reform, Phase 2


In the first phase of this project to inform health system leaders about the challenges facing high-need, high-cost (HNHC) patients, Healthwise created a set of patient "personas," or profiles, to bring to life the needs of different patient subgroups. Based on aggregated interview data, the personas incorporate firsthand, experiential information about how patients interact with the health system to offer practical insights for optimizing these interactions. Under the previous grant, Healthwise completed personas for three HNHC segments-people under age 65 with disabilities, patients with multiple complex chronic conditions, and frail elders. These personas are presented in the five-foundation collaborative's "Playbook" for HNHC patients ( In phase 2, the project team will develop personas for three additional HNHC segments: people with advancing illness, their paid caregivers, and unpaid caregivers for frail elders. After developing screening criteria aligned with The Commonwealth Fund's HNHC segment definitions, the team will conduct one-hour interviews, by phone or in person, with patients and caregivers within the three segments. Interview data will be analyzed and coded for common themes. Project staff will also produce short videos drawing from the in-person interviews. Upon completion, the personas and videos will be added to the Playbook. Developed from the perspective of both patient and caregiver, the new personas will help health care providers and systems identify opportunities to provide more effective, and more cost-effective, care that is tailored to the specific needs of patient subgroups.

Grant Details

Grantee Organization:
Healthwise, Inc.
Principal Investigator:
Becky Reed
Award Amount:
Approval Date:
April 11, 2017

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