Case Study: Mass General Brigham achieves patient-backed decisions at scale with Fuel Cycle

Mass General Brigham gets 1,000+ patient responses in 48 hours with Fuel Cycle

Mass General Brigham, the largest healthcare system in New England, faced a challenge in accessing reliable patient perspectives quickly and credibly for its strategic decisions. With a lean three-person research team, recruiting fresh patient samples for each new study was a slow and costly process that lacked context. The vendor Fuel Cycle provided a solution with its owned research audience platform.

The solution was an owned patient audience called Patient Voice, built and managed on the Fuel Cycle platform. This allowed the team to field quantitative and qualitative studies rapidly to a verified, CRM-recruited patient base without monetary incentives. The results were significant, including the ability to gather over 1,000 patient responses within 48 hours and an 80%+ participation rate. This research directly impacted critical decisions, from department naming to gene therapy communications, ensuring patient feedback informed choices before they were finalized.

Mass General Brigham