latitude™ nxt 3g to 4g transition · if a patient does not transition to a 4g adapter before...

LATITUDE™ NXT 3G to 4G Transition

Cellular providers in the US are discontinuing 3G cellular service

in February 2022.

There are currently 310,000+ LATITUDE™ NXT patients in the US

connecting to LATITUDE NXT via 3G.

As a result of these changes, patients currently connecting to

LATITUDE NXT via 3G will need to transition to a 4G cellular

adapter before February 2022.

Problem Statement

© 2020 Boston Scientific Corporation and its affiliates. All rights reserved. CRM-882807-AB 2

If a patient does not transition to a 4G adapter

before February 2022, they will be unable to send

their device data through LATITUDE™ NXT.

Functionality of patients’ implanted heart devices

will not be affected by these changes.

These changes will only affect the ability to send

patient data to clinics and physicians.

Impact


In 2017, Boston Scientific launched the Connectivity Commitment,

committing to providing appropriate connectivity to patients throughout the

life of their device.

Boston Scientific continues to honor this commitment through the 3G to 4G

replacement project.

• Replacement 4G adapters will be provided to patients at no charge

• Boston Scientific will manage the replacement process to minimize impact

to clinic workflow

• 4G provides patients with a faster connection and more cell coverage.

Boston Scientific remains committed to

connectivity


In response to the cellular network changes, Boston Scientific will manage

the process for replacing existing 3G cellular adapters.

Solution Overview


BSC sends clinic

letter with links

to education

about project

BSC identifies 3G

patients and mails

patient letter with

education and

ordering information

Ordering options:• Online• Call BSC

Information included:

• Discount Code to order the 4G adapter no charge

• Background for 3G shutdown

• Instructions for ordering 4G cell at

no charge

Does

patient

order?

BSC sends 2nd

letter to patient

BSC ships 4G cell

adapter to

patient with

setup instructions

Yes

No

Patient provides

preferred

shipping address

to BSC when

placing order

Yes

BSC notifies clinic

of patients who

have not been

reached or did

not order 4G

No

This proactive effort is called the LATITUDE 3G to 4G Replacement Program.

Does

patient

order?

Online Ordering

Ordering Options


Call-in Ordering

• Online storefront for cell adapter replacement

• Patient or family member can place order for no charge to ship to patient

• Accessible at LATITUDE4G.bostonscientific.com

• Dedicated call center

team to support patients

• Direct phone line to place

orders: 1-833-272-8727

https://latitude4g.bostonscientific.com/

In response to the cellular network changes, Boston Scientific will manage

the process for replacing existing 3G cellular adapters.

Project Timeline


Q1 2021 Q2 2021 Q3 2021 Q4 2021 Q1 2022

1st Letter Sent to Patients

2nd Letter Sent to Patients

Patients order adapter

Quarterly progress reports generated and provided to BSC Field Reps assigned

Feb 2022: 3G deactivated

in US

Clinic Review

LAT NXT database

LATITUDE NXT Account Clean-up


Work with your clinic staff to clean-up LATITUDE

NXT Data:

• Get ‘Not Monitored’ patients connected

– If a patient has not connected to LATITUDE NXT in the

last 365 days, they will not be sent a letter until they

get connected again

• Deceased patients should be reported to BSC

Medical Records

– Email: [email protected]

Phone: 1-800-728-3282

Fax: 1-800-728-1213

– Include patient name, DOB, and date of death if

you know it. If possible, include device model/serial

The LATITUDE NXT data

clean-up improves efficiency

and decreases the likelihood

a deceased patient’s family

receives a letter.

mailto:[email protected]

Patient Communication


Patients will receive up to two (2) letters from Boston Scientific informing them of the update. The letter asks them to claim their 4G adapter at no charge by either:

1. Going to the Shopify website to order themselves

2. Calling the direct BSC 4G cellular adapter ordering phone line

The patient letter includes a discount code that is unique to that patient. Discount codes are required to claim the 4G adapter and assigned to patients automatically.

You can find the patient letter on EDUCARE:

https://latitudepatientmanagement.com/


Patients will only receive a letter and be eligible to order a 4G adapter if

they meet the following criteria:

1. Patient is currently enrolled in LATITUDE™ NXT

2. Patient has an active implanted device

3. Patient has a valid mailing address

a. Patient mailing address is pulled from BSC Medical Records, not LATITUDE™ NXT

4. Patient last connected to LATITUDE NXT with a 3G adapter

5. Patient last connected to LATITUDE NXT in the last 365 days

Patient Mailing Criteria


Process Details:

Send Patient Letters


3G Patients

Identified

BSC sends

letters to

patients

BSC Medical

Records

investigates and

provides new

address to

project team

4G project team tracks the delivery of letters

BSC sends a 2nd

letter to the

patient after one

month

Yesletter

delivered?

• Active Implants

• Last connected to LAT NXT in last 365 days

Patient address

pulled from BSC

Device Tracking

Patient addresses

are validated against the USPS National Change of Address (NCOA) service to ensure accuracy

No

Send letter to

new address

Patient

placed

4G

order?

No

Yes

(next slide)

11

Process Details:

Patient Orders; BSC Ships Adapter

© 2020 Boston Scientific Corporation and its affiliates. All rights reserved. CRM-882807-AB12

Patient places

order for 4G

adapter

Patient’s old 3G

adapter is

deactivated

BSC notifies

clinic of patients

who have not

setup

Does

patient

setup 4G

adapter?

Once an order is placed, Boston Scientific removes the patient from future 4G upgrade mailings

4G adapter is

shipped to the

patient

Included with the 4G cellular adapter are instructions to set-up the 4G adapter.

Patient Setup Instructions can be found on the LATITUDE Patient Management EDUCARE site:https://latitudepatientmanagement.com/

No

After BSC sees the patient’s Communicator connect to the LATITUDE server with 4G, we will deactivate their old adapter.

Yes

12


Roles and Responsibilities


Responsibility Clinic Boston Scientific

Provide project education to clinic staff ✓

Clean up LAT NXT clinic website (deceased, explanted, and not monitored patients)

✓ ✓

Identify 3G LAT NXT Patients ✓

Send letters to Patients with ordering info. ✓

Send 4G adapter to Patient ✓

Educate Patient on 4G adapter setup ✓

Track patient upgrade status ✓

Update project status to clinic ✓

Answer patient questions about process ✓

Provide feedback on the process ✓ ✓

Follow-up on patients BSC couldn’t reach ✓ ✓

Resources


All resources for this project can be found on EDUCARE:


Resources available:

• Patient letter

• 4G setup instructions

• 3G to 4G project overview

• Patient notification communication template

• FAQ

latitude™ nxt 3g to 4g transition · if a patient does not transition to a 4g adapter before...

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