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July 07, 2017

5 Ways to Attract Millennial Moms to Your Practice

By: Sabrina Egan

Yeah, we know—we’re a little weary of hearing about millennials, too, but with a purchasing power that just won’t quit, millennials are a significant market to consider. According to the Pew Research Center, more than a million millennials are becoming mothers each year. Today, ninety percent of first-time mothers are millennials, and successful healthcare practices…

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Yeah, we know—we’re a little weary of hearing about millennials, too, but with a purchasing power that just won’t quit, millennials are a significant market to consider. According to the Pew Research Center, more than a million millennials are becoming mothers each year. Today, ninety percent of first-time mothers are millennials, and successful healthcare practices are realizing that this demographic should be taken seriously. And, in typical millennial fashion, this generation is rewriting the rules as they go.

Millennials are thoughtful, engaged consumers who are perhaps the most health-conscious generation to date, and they are increasingly becoming parents who make decisions and purchases that affect their entire family. Millennial women, in particular, are known to research at least ten sources before making a purchase (versus two for men). They control eighty-five percent of household purchases and have a spending power of $2.4 trillion. Because of this, staying up-to-date on trends and investing in physician reputation management should be a top priority for healthcare practices and OB-GYN facilities to help young mothers make informed healthcare decisions.

Here are the top five ways to attract this important market to your healthcare practice.

 

Be Authentic.

The need to build trust with millennial moms is ushering in a new era for physicians and healthcare providers. This generation of young mothers is the first to fully embrace the digital age, and their decision-making skills have been shaped by the rapid introduction of technology in the last decade of the 20th century. Young mothers today are highly sensitive to authenticity and crave genuine engagement, so it’s important for healthcare organizations to join the online conversation.

Millennial moms expect brands to be open about their philosophy and values. Being transparent with both negative and positive reviews on your physician directory pages will demonstrate your dedication to transparency and building patient trust.

 

Be a Part of the Online Conversation.

Brands that embrace technology are likely to be viewed positively by millennial moms, so it’s essential for healthcare practices to take part in the online discussion. Although physicians and healthcare providers should actively participate as experts in their online communities, they must be careful not to turn their interactions into a one-way lecture. Personalization is key. Moms want to feel comfortable in knowing brands will treat them, and their children as individuals. Plus, sixty-two percent of millennials are more likely to become a loyal customer when a brand engages with them.

 

Embrace Online Reviews.

Online presence, search rankings and patient approval ratings and comments, can all impact a physician’s online reputation. Tap into this new era of online consumer engagement by creating physician review and rating pages to help drive traffic to your practice.

Young mothers today share their opinions online more than any other generation of mothers before them, and strongly rely on their support networks for guidance.

These ”digital natives” are likely to be more active on social media as well as proactive in seeking out reviews before making purchasing decisions—and they’re more likely to be sharing content on these social networks, too. Interacting online is simply a part of their daily lives, so healthcare practices should take advantage of the available insights across healthcare review sites and incorporate digital patient surveys into their practice.

 

Be Meaningful.

In an age where big data and digital experiences often trump the message, it’s time for a return to brand relationships that speak to audience’s values. Healthcare practices must consider providing valuable content, engagement and personalized communication. Commit to transparency by publishing reviews and ratings on your provider profile pages to help new or soon-to-be mothers find the care and physician that’s right for them and their families.

 

Don’t Stereotype.

Don’t lump all moms into one market segment. Today’s brands need to consider the various roles of women today and focus on their areas of interest—particularly children and health. For instance, many millennial moms have difficulty identifying with images of the traditional two-parent family with dual incomes. Unlike mothers of past generations, millennial moms have an on-the-go lifestyle and have considerable spending power, as well as busy lives in their online and offline worlds. Marketers should consider developing campaigns that focus on the mother-child relationship and acknowledge the independent identity that many millennial mothers have built for themselves.

No matter what you’ve heard, this young and informed generation is now faced with making important healthcare decisions for their growing families. It’s critical for physicians and providers to understand millennial moms and what influences their healthcare choices. Millennial parents are parents whose lives are immersed in new technologies, but their basic needs and goals are no different than past generations. The conversation is simply happening in new places and at different speeds. Will you be a part of it?

About the Author

Sabrina Egan
Engagement Manager

Sabrina helps healthcare organizations better understand their healthcare consumer challenges and needs, in order to efficiently manage and improve patient satisfaction.

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June 30, 2017

3 Ways Online Reviews and Surveys Can Help Your Practice or Hospital

By: George LaDue

Patient feedback is changing the business of healthcare. It’s playing a significant role in digital consumerism as seventy-seven percent of patients today are leveraging online reviews to select a provider. Healthcare systems are also going through a shift as many now see online reviews and surveys as an asset for helping them improve patient experience —…

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Patient feedback is changing the business of healthcare. It’s playing a significant role in digital consumerism as seventy-seven percent of patients today are leveraging online reviews to select a provider. Healthcare systems are also going through a shift as many now see online reviews and surveys as an asset for helping them improve patient experience — and attract and retain patients.

The opportunities for patient feedback to impact a healthcare organization are numerous. Here are three ways you can apply online reviews and patient surveys to help your health system.

  1. Boost Appointment Requests from Physician Directory Pages

As online reviews increasingly affect consumer care choices, healthcare organizations can gain a competitive advantage by publishing them to their physician web pages. Online reviews can significantly impact your rankings in search engines, which search results get clicked on, and consumer purchasing decisions. Publishing verified, rich patient survey comments to your physician directory webpages can help increase SEO and attract consumers seeking a physician. Physician directory pages with online ratings and reviews typically generate more online engagement and physician appointment requests than those without them.

2. Increase Physician, Staff and Patient Engagement

As patients increasingly embrace their role as consumers and seek out reviews before choosing a provider, it becomes ever more important for healthcare organizations to engage with patients online. Encouraging patient feedback is crucial to capturing valuable insights for your practice. Urge patients to participate in online review sites to create more reviews and use those insights to create a patient-centered culture and increase staff engagement in your practice. To foster friendly competition amongst physicians, benchmark their performance and share results with them. You may even consider rewarding employees recognized for receiving positive feedback from patients.

3. Implement Patient Experience Improvements

Take advantage of the opportunity to listen, analyze and act on the plethora of feedback available as patients become increasingly vocal about their care experiences. Adopting digital surveys can provide a significant pathway to collecting patient feedback and can save time by helping healthcare professionals quickly analyze trends and comments. Practices can capture more meaningful feedback with digital surveys today and implement those insights to improve their practice and increase ROI tomorrow.

About the Author

George LaDue
Sales Director

George helps healthcare organizations better understand their healthcare consumer challenges and needs, in order to efficiently manage and improve patient satisfaction.

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June 29, 2017

The Growing Value of Patient Experience Survey Data for Healthcare Marketers

By: John McFeely

In recent years, healthcare practices have been focusing more on engaging patients in their growing role as healthcare consumers. Many healthcare marketing departments are expecting to spend more time and resources influencing patient behavior. As consumers seek and have increased access to healthcare information online, marketing teams are recognizing the value of robust patient experience…

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In recent years, healthcare practices have been focusing more on engaging patients in their growing role as healthcare consumers. Many healthcare marketing departments are expecting to spend more time and resources influencing patient behavior. As consumers seek and have increased access to healthcare information online, marketing teams are recognizing the value of robust patient experience survey data as a resource to inform and guide patients seeking a physician online.

Press Ganey, a leading provider of performance improvement measurement, analytics and strategic advisory solutions, has been a pioneer in advocating for patient experience measurement for decades. We sat down with Press Ganey’s Vice President of Strategic & Product Marketing, Anne Stern, for her insights into the growing value of patient experience survey data to healthcare marketers. 

Hi Anne, What should marketers know about patient experience?

Patient experience is about everything that affects a patient during care—including how it is influenced by the patient’s condition, treatment and associated suffering. To evaluate and improve the patient experience, there is no better source of information than patients themselves.

Press Ganey pioneered patient experience measurement with psychometrically-tested and scientifically-validated surveys and comparative benchmarking. The Centers for Medicare & Medicaid Services (CMS) includes surveys to assess patient perception of care as part of the Consumer Assessment of Healthcare Providers and Systems (CAHPS) program. CMS began publicly reporting HCAHPS results in March 2008, and implemented Hospital Value-Based Purchasing (VBP) in 2012, tying performance on CAHPS to payment.  The industry has been evolving with more and more emphasis on formal surveys to capture and utilize patient feedback. 

What value can patient experience insights bring to marketers?

Traditionally, healthcare provider leadership, quality, nurses and physicians are focused on insights from standardized patient experience surveys, using them to help understand where improvements can be made. As consumers are seeking – and gaining more access to healthcare information online, healthcare marketers are beginning to play a larger role in the patient experience.

Through patient feedback, marketers can understand the perception of their brand and reputation. The opportunity for marketers is to leverage data gathered by patient experience efforts in their efforts to engage with healthcare consumers. Marketers are often the conduit to the organization for patient feedback collected through online review sites. They can also be the catalyst and driver for transparency – sharing standardized patient experience results through stars and comments on their organization’s web site.

Why is it important for healthcare practices to adopt transparency?

Adopting transparency by publicly sharing patient feedback, through star ratings and comments, increases consumer engagement. The robust patient survey data serves as a great opportunity for marketers to help drive consumers to their provider directory pages and control the conversation around their physicians’ brands.

Patient surveys provide large volumes of in-depth, high-quality patient feedback. When marketers share this wealth of comments – both positive and negative – it builds credibility for the practice as well as consumer trust. If only positive comments are made public, this can quickly raise questions to the validity of the data. Publishing all patient feedback communicates that your organization values patient feedback and wants to better understand how they can improve the patient experience.

This rich data is becoming increasingly influential in affecting the consumer experience when it comes to selecting a physician. It’s particularly influential when factoring in the accumulation of online reviews that can increase SEO, and as I mentioned before, drive traffic to the physician directory pages.

How can a transparency initiative affect a healthcare practice?

When they know reviews and ratings are made public, a transparency initiative can spark competition among physicians as well as encourage more focus on improving the patient experience throughout the organization. Organizations leading the transparency movement have seen increases in their patient experience results.

Today, marketers need to prioritize creating an engaging experience that informs and guides consumer decision-making with robust and reliable online evaluations of the patient experience. Press Ganey’s partnership with Binary Fountain provides clients with comprehensive transparency and brand management solutions to effectively engage patients across their healthcare journey.

About the Author

John McFeely
Sales Director

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June 22, 2017

Taking Control of Your Online Healthcare Reputation

By: Sabrina Egan

With patients becoming increasingly vocal about their care experience, marketers are taking control of their healthcare organization’s and physicians’ online reputation and helping them understand where they can improve the patient experience. Located in Frederick, Maryland, The Centers for Advanced Orthopaedics—MMI Division, a physician-owned practice with over 40 providers and 5 locations, believes in providing…

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With patients becoming increasingly vocal about their care experience, marketers are taking control of their healthcare organization’s and physicians’ online reputation and helping them understand where they can improve the patient experience.

Located in Frederick, Maryland, The Centers for Advanced Orthopaedics—MMI Division, a physician-owned practice with over 40 providers and 5 locations, believes in providing the highest quality of life with the least risk while ensuring a seamless treatment experience from beginning to end. Their Director of Marketing, Barbara Hiller, leads the way in facilitating the organization’s online reputation management and patient experience programs. We spoke with Barbara to find out how she was managing them with Binary Health Analytics.

Hi Barbara, can you give us a little background on why you adopted Binary Health Analtyics

From advertising to monitoring online reviews, I wear a lot of hats here.  As part of this initiative, I was spending a lot of time looking through our survey cards and monitoring third-party review sites – one at a time. It was a painstaking, manual process that was challenging to stay on top of every week.

How have you been using the platform?

Binary Health Analytics gave me a single view across all our online reviews and survey responses. Although our patient feedback is 98 percent positive, by monitoring these reviews and surveys, we’ve been able to better understand what issues need to be addressed and tackle that remaining 2 percent.

It’s really been an invaluable tool for turning negative experiences into a positive. With digital patient surveys now offered online and during checkout on our iPads, we’re capturing more survey responses than before and uncovering issues we wouldn’t have known about otherwise.  I can now monitor and receive alerts on less-than-favorable reviews. This has given me the opportunity to reach out to these patients, fix the issue and turn it into a positive experience.

We’ve also used these reviews to have some important one-on-one conversations with physicians. Patient comments provide evidence to our physicians where they need to develop professionally. We also present reports to all our physicians that benchmark their performance against each other and show what’s being said about them. Our physical therapy department is also very active in using these reports as a tool to gauge how they’re doing. Furthermore, the information is a great tool for review purposes when it comes to annual performance evaluations.

How is this affecting your online presence?

We’ve captured such a wealth of great feedback from our surveys that we wanted to publish it on our website. Patients could review them and feel confident in the physician they’re selecting. We’ve started posting them to our physician profile pages and also created a testimonial page for our midlevel providers and physical therapists. We get a lot of detailed patient comments about our physical therapists since they’re very engaged with our patients, and those reviews really speak to the practice as a whole.

In summary, how has it helped you?

It was truly an “ah-ha” moment when we first implemented Binary Fountain’s reputation management solution. I’m now spending 70% less time managing patient feedback while getting over 200% more survey responses. I couldn’t imagine doing my job without this platform again.

Binary Fountain has provided us a time-saving way to control the conversation around our practice and improve the patient experience through one dashboard. We’ve been able to accomplish our goals of efficiently publishing and reviewing patient feedback while continuing to deliver quality healthcare and guarantee our patients that we will go above and beyond to cater to their needs.

About the Author

Sabrina Egan
Engagement Manager

Sabrina helps healthcare organizations better understand their healthcare consumer challenges and needs, in order to efficiently manage and improve patient satisfaction.

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June 02, 2017

Impacting Reputation Management and Patient Experience with Online Feedback: An Interview with Spartanburg Regional Health System

By: Brian Williams

Medical Group of the Carolinas, part of the Spartanburg Regional Health System, has 96 practice locations and 330 physicians throughout western South Carolina and North Carolina. In 2014, they initiated a pilot project with Binary Fountain to boost its online reputation management and patient experience programs in five of its practice locations, and then went…

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Medical Group of the Carolinas, part of the Spartanburg Regional Health System, has 96 practice locations and 330 physicians throughout western South Carolina and North Carolina. In 2014, they initiated a pilot project with Binary Fountain to boost its online reputation management and patient experience programs in five of its practice locations, and then went live throughout the entire system in 2015.

Recently, we spoke with Mary Reid, RN, Senior Physician Development Consultant, Marketing, and Susie Woodward, Physician Development Director at Spartanburg Regional Healthcare System about how they manage online ratings, reviews and survey feedback to impact and improve the patient experience. Mary just came back from presenting at the Healthcare Marketing and Physician Strategies Summit on “Impacting Patient Experience with Online Feedback.”

Can you give us some background on how you identified the need for an online reputation management initiative?

Looking at the big picture, patient experience is one of our healthcare system’s top priorities, and marketing has a role in it.  For this initiative, the initial impetus came from CMS and the need to assess patient experience through the CAHPS® Clinician & Group Surveys (CG-CAHPS). As you know, these survey results can provide great insight into the patient experience, and show us where we can improve care as providers, physician practices and medical groups. Also, survey data can equip consumers with information they can use to choose the provider or practice that’s right for them.

We also discovered a wealth of online patient reviews about our physicians. We quickly realized that we needed a way to monitor and respond to patient comments, and help our physicians manage their online reputations and profile pages. That job was much bigger than our internal team had the capacity to manage effectively, so we needed a more comprehensive strategy.

What steps did you take to get this initiative going?

Because this was such a big challenge, we knew we needed to engage our C-level executives and physician leadership to gain support and buy-in for our patient experience strategy. We secured a physician champion who recognized the importance of this program, and he helped coordinate and launch our pilot project. With his support, we were able to roll out our program throughout the entire Spartanburg Regional Health System. He really has been vital to our success.

Describe for us how the online reputation management program was managed, and how it supports improvements to the patient experience.

Marketing was involved in all aspects of the program. We took a holistic approach using Binary Health Analytics to capture, analyze and engage with online feedback and surveys. We worked with the physician practices to manage the survey process, which were completed by patients during check out using iPads. We kept the survey brief with questions reflecting CG-CAHPS measures. This approach has been effective as we’re getting a 33% completion rate and it’s helping us quickly capture feedback that we can promptly act on.

After we implemented the Binary Fountain platform throughout our system, we began receiving reports that help us identify and track trends in patient experience. That data is tremendously useful in seeing what’s working well and, just as important, which areas need more attention. We also received alerts when we had a patient experience feedback score 2.5 or below. That’s when we proactively worked with a customer service team to engage with the patient and resolve their issue promptly. We take a lot of pride in delivering a great patient experience. Overall, the health system maintains a 4.8-out-of-5 patient experience score.

Here at Spartanburg Regional, our Physician Relations department resides inside of Marketing, and we spend a lot of time orienting new physicians on reputation management and their impact on the patient experience. We monitor physician pages on third-party sites such as Vitals, Healthgrades, RateMD and UCompareHealthCare, as well as what patients are posting on our social media channels. If physicians are concerned about their online ratings or comments, we can help them take steps to address patient complaints, learn from what’s being said about them and encourage positive feedback.

Online ratings and reviews are a big part of healthcare consumerism, and it helps us improve the care we provide while preserving and promoting the online reputation of our physicians. This initiative allows us to dig deeper into those practices that are consistently ranking high in patient experience scores, so we can standardize their best practices across the entire system.

For instance, if one practice is alleviating patient frustration around wait times by performing regular rounding in the waiting room, we can share that success with all practices. Finally, the insights we gain through patient feedback and online reputation management help us reinforce the work of our dedicated physicians and reduce signs of burnout.

Want to make sure that your online reputation management strategy is designed for success? Contact Binary Fountain today to schedule a personalized demonstration of our reputation management platform.

About the Author

Brian Williams
Engagement Manager

Brian helps healthcare organizations better understand their healthcare consumer challenges and needs, in order to efficiently manage and improve patient satisfaction.

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May 24, 2017

3 Takeaways from the Healthcare Marketing and Physician Strategy Summit

By: Zargham Ghani

We recently came back from exhibiting at another great Healthcare Marketing and Physician Strategy Summit in Austin, TX. We spoke with a lot of engaged marketers and had the chance to hear Spartanburg Regional Health System and our own Andrew Rainey present on “Impacting the Patient Experience with Online Feedback.” For those who missed the…

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We recently came back from exhibiting at another great Healthcare Marketing and Physician Strategy Summit in Austin, TX. We spoke with a lot of engaged marketers and had the chance to hear Spartanburg Regional Health System and our own Andrew Rainey present on “Impacting the Patient Experience with Online Feedback.” For those who missed the event, we wanted to share a few takeaways and observations.

Marketing’s Goal: Holistic Reputation Management

Taking a complete approach to reputation management is on attendees’ marketing roadmap – if they’re not already there. We’ve seen many starting off with the basics of review monitoring and listings and gradually moving up the reputation management stack to implement a complete marketing/patient experience strategy that includes engaging healthcare consumers, analyzing patient experience data, taking a 360-degree approach to listings management, and adopting transparency. As one attendee said, each step we take gets us closer to the goal line. What’s going to help them get there? According to attendees, it’s simple: showing results along the way.

Online Reputation Impacts Patient Experience – and Vice Versa

Everyone we spoke to understands the end goal: the patient experience and marketing coming together. In fact, the direct correlation between HCAHPS scores and social media scores was a topic we were hearing. Marketers see this as an indicator that validates the value of online reviews. In a recent study we did, we discovered a correlation that demonstrated just that. The study of 105 hospitals across 19 states discovered a strong, positive correlation (0.54 coefficient) between patient feedback scores calculated from unstructured online reviews and HCAHPS Top Box scores (overall rating domain).

Transparency and ROI
Everyone gets that patients are consumers – and transparency matters to them. They’re very cautious when implementing features, and are looking at ROI extensively to prove this is worthwhile. This is when relating star ratings to appointment scheduling and gaining new patients becomes a vital metric. Those who are doing it are finding the ROI to be significant.

About the Author

Zargham Ghani
Engagement Manager

Zargham help healthcare organizations better understand their healthcare consumer challenges and needs, in order to efficiently manage and improve patient satisfaction.

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May 19, 2017

Physician and Patient Opinions on Online Physician Rating and Reviews Websites

By: Sabrina Egan

What do patients and physicians really think about online reviews and ratings of physicians and healthcare practices? The Journal of General Internal Medicine (JGIM) decided to find out. JGIM’s recent report, Physician and Patient Views on Public Physician Rating Websites: A Cross-Sectional Study, surveyed 828 physicians affiliated with one of four hospitals in large healthcare…

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What do patients and physicians really think about online reviews and ratings of physicians and healthcare practices? The Journal of General Internal Medicine (JGIM) decided to find out.

JGIM’s recent report, Physician and Patient Views on Public Physician Rating Websites: A Cross-Sectional Study, surveyed 828 physicians affiliated with one of four hospitals in large healthcare organizations across eastern Massachusetts, as well as 494 adult patients who received care in the system throughout May 2015.

Some highlights of the study include:

  • Physicians reported higher levels of agreement with the accuracy of numerical data (53 percent) and narrative comments (62 percent) from health system patient experience surveys, while only 36 percent agreed to the accuracy on independent online rating and review sites.
  • On the other hand, 57 percent of patients reported trusting the accuracy of data obtained from independent websites more than health system patient experience data.
  • Overwhelmingly, 78 percent of physicians believed that comments published online would increase their job stress, and some even believed this could have a negative effect on the physician-patient relationship.
  • However, 51 percent of patients supported posting comments online and visible to the public, compared to 21 percent of physicians.

All in all, physicians and patients have differing views on whether third-party rating and review sites or patient experience survey data published on health system websites are the more reliable source of information—or even if such data should be shared publicly at all. Physicians are certainly concerned about the impact negative online ratings and reviews can have, however patients feel that such information empowers them to make better informed health‐related choices.

While healthcare practices may be hesitant to implement a transparency initiative in their organization, digital consumerism continues to disrupt healthcare, moving patient experience beyond care alone. Online reviews are increasing and consumers are more frequently heading online to make their healthcare choices. Because of this, healthcare systems that don’t adopt a consumer-driven mindset are likely to fall behind on loyalty and acquisition of new patients.  Transparency and patient engagement are essential for healthcare organizations that want to better understand consumer challenges and needs, and improve patient experience.

About the Author

Sabrina Egan
Engagement Manager

Sabrina helps healthcare organizations better understand their healthcare consumer challenges and needs, in order to efficiently manage and improve patient satisfaction.

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May 10, 2017

Webinar Review: Key Strategies for Adopting Transparency and Increasing Consumer Engagement

By: John McFeely

In case you missed it, Greystone.net – creators of the Healthcare Internet Conference – hosted a webinar, Key Strategies for Adopting Transparency and Increasing Health Consumer Engagement. Guest presenters offered advice for healthcare organizations looking to become a more trusted voice in the physician select process and provided recommended practices on implementing and managing a…

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In case you missed it, Greystone.net – creators of the Healthcare Internet Conference – hosted a webinar, Key Strategies for Adopting Transparency and Increasing Health Consumer Engagement. Guest presenters offered advice for healthcare organizations looking to become a more trusted voice in the physician select process and provided recommended practices on implementing and managing a successful transparency initiative. We heard from Kasey Duffy, Regional Marketing Director and Blake Long, Marketing Manager from UnityPoint Health, along with EVP of Strategy at Binary Fountain, Andrew Rainey, and Anne Stern, Press Ganey’s Vice President of Strategic & Product Marketing. Here were some of the key takeaways:

UnityPoint Health, one of the nation’s most integrated health systems, underwent a transparency initiative with the objectives of improving the consumer and patient experience.

During the webinar, UnityPoint Health emphasized aligning your transparency initiative with overall business strategy. Taking this approach, UnityPoint Health created measurable goals to help them define success – and work toward achieving. Since launching the program, UnityPoint Health has seen physician communications scores increase. They’ve also seen prospective patients spending 50% more time on provider profile pages, while providers with reviews are now receiving nearly 75% of their online appointment requests.

Generating Organization-wide Support and Buy-in

According to Binary Fountain’s latest eBook, The Essential Guide to Transparency and one of its co-authors, Andrew Rainey, gaining physician buy-in is a top priority for many healthcare organizations. Having an executive or physician sponsor champion the initiative can ensure everyone in the practice is on the same page. In fact, Blake and Kasey stressed the importance of this. For UnityPoint Health, their physician champion was the face of the program to their physicians and also provided guidance and support throughout.

More essential steps to transparency initiative buy-in include:

  • Defining how transparency works and its value.
  • Sharing case studies and best practices.
  • Sharing survey scores and feedback.
  • Implementing an internal soft launch.

However, getting buy-in is just the beginning. Transparency is an ongoing process and while someone from the marketing or the patient experience department typically drives the initiative, it requires a team of dedicated professionals to keep the ball rolling.

All in all, healthcare organizations need to prioritize transforming their physician directory pages into an engaging experience that informs and guides consumer decision making. Healthcare practices must ensure ratings are objective, standardized and trustworthy evaluations of the patient experience in order to build patient acquisition and loyalty.

To learn more, listen to the recorded version of this webinar or read our in-depth interview with UnityPoint Health here.

About the Author

John McFeely
Sales Director

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May 05, 2017

Engaging with Patient Online Reviews and Surveys to Improve Reputation Management

By: Sabrina Egan

As consumers increasingly look to the web to make their healthcare choices, it’s critical that practices pay attention to what patients are saying about them online. We spoke with Kim Mott, Physician Liaison from Florida Orthopaedic Institute, about her organization’s recent push to analyze and act on online patient reviews and survey responses. Hi Kim, can…

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Florida Orthopaedic Institute

As consumers increasingly look to the web to make their healthcare choices, it’s critical that practices pay attention to what patients are saying about them online. We spoke with Kim Mott, Physician Liaison from Florida Orthopaedic Institute, about her organization’s recent push to analyze and act on online patient reviews and survey responses.

Hi Kim, can you give us a little background on what drove the need for this initiative around reputation management? 

We know that our current and prospective patients are frequently spending time online researching healthcare providers and we’ve seen a lot of reviews about our practice and physicians on third-party rating and review sites. We have a sizeable practice with 40 physicians and 10 locations, so managing these reviews became a priority. We value being patient focused and our online reputation should reflect the experience we deliver. Also, our physicians were having concerns – and a bit of anxiety – about negative reviews. We’ve even had doctors walk into our office asking if we could take down a negative review.

We realized digital marketing was coming into play and we needed a way, as I mentioned, to manage our online reputation. We also needed to update our website and create one space for patients to share their positive stories.

What steps did you take to address those needs and get this initiative going? And how did you handle any challenges you ran into along the way?

Our Marketing Director went to upper management and explained that we really needed an effective way to manage our reputation and create a better experience for our patients. We’re both from hospitality backgrounds and know that listening to our customers and providing 5-star service is important. They agreed and allowed our team to start researching solutions that could help us monitor and respond to feedback from digital patient surveys, social media and online rating and review sites. Doing this all in one platform was important. This is when we discovered Binary Fountain.

We also began making physicians and managers aware of the new processes and explained that it was a means to improve reputation and the overall patient experience. This was one of the biggest challenges of the program. We had to overcome that initial hesitation from physicians. However, they were much more favorable to it once they understood why we wanted to hear from patients. We told them we couldn’t take down negatives reviews from third-party sites, so they were eager to increase positive reviews online.

We really wanted to hear from our patients and generate more feedback from them. Surveys, like I mentioned, was one way to do this. Previously we had been asking patients to fill out paper surveys to discuss their experience, which was a very manual, time-consuming method and patients were not very elaborate in their comments. So, we worked with Binary Fountain to switch to an online survey process and implement email campaigns using their platform. We also created an awareness campaign for the surveys. We handed out brochures to patients informing them they’d receive an online survey by email after their visit asking them to rate their experience. We asked physicians and office staff to encourage patients to complete them.

Being responsive to our patients’ concerns was also important. Binary Health Analytics was really helpful here. If we received a negative survey score or comment stemming from a specific practice, we could dynamically assign the appropriate person from that office to follow up with the patient. And follow up needs to happen within 24 hours or the issue automatically gets escalated. When it was an online review, I would initially handle it and work with the appropriate person or customer service to quickly resolve the issue.

This level of responsiveness lets patients know that we really care about their experience with us and that we want to make improvements wherever possible. Customers were pleasantly surprised when we followed up with them. They love that we listen to them. For our online presence, we believe that the increased volume of online reviews we’ve received since the beginning of this program is attributed to engaging our patients. We’ve also seen several negative online posts removed after we reached out to them.

How is this initiative impacting the organization?

Due to this initiative, we’ve seen a significant increase in positive online reviews and completed patient surveys. Overall patient feedback scores have also increased.

We strive to create a great overall experience. Binary Fountain has given us an opportunity to share positive feedback and encourage staff members to enhance their performance. It’s making a huge impact on employee morale which affects patient experience. The insights gathered from the comments have also given us a way to coach and train our staff in areas needing improvement.

And finally, what has Binary Fountain’s technology platform helped you do?

Binary Fountain’s platform has allowed us to accumulate and act all of our patient voices into one dashboard. This is something that was desperately needed in our large practice and is certainly needed in healthcare.

We know more and more patients are heading online to read reviews and select their healthcare providers and we needed a way to give them answers. Binary Fountain has helped us streamline communication with our patients and show them we value their feedback. We want to let consumers know we’re listening, we care and we want them to choose us.

About the Author

Sabrina Egan
Engagement Manager

Sabrina helps healthcare organizations better understand their healthcare consumer challenges and needs, in order to efficiently manage and improve patient satisfaction.

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April 20, 2017

Empowering Consumer and Patient Experience with Transparency

By: Zargham Ghani

  With the increasing importance of online reviews in the provider selection process, healthcare systems are adapting their digital strategies to improve consumer and patient experience. One of the nation’s most integrated health systems, UnityPoint Health, has been doing just that. They’ve been publishing star ratings and comments from their Press Ganey survey data to…

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With the increasing importance of online reviews in the provider selection process, healthcare systems are adapting their digital strategies to improve consumer and patient experience. One of the nation’s most integrated health systems, UnityPoint Health, has been doing just that. They’ve been publishing star ratings and comments from their Press Ganey survey data to provider profile pages for over a year now. We spoke to UnityPoint Health’s Kasey Duffy, Regional Marketing Director, and Blake Long, Marketing Manager, about this transparency initiative and marketing’s role in driving it.

Can you give us a little background on what drove the need for this initiative around transparency? 

Kasey: Fortunately for us, upper management was committed to finding innovative ways to improve patient experience. We saw transparency as a way for providers to take a leadership role in our clinics and shape positive patient experiences.

We also wanted to focus on the consumer experience. We knew we wanted to make choosing a provider as easy as possible for healthcare consumers, and wanted to give them a clear picture of their options by presenting them with detailed feedback from previous patients. That’s where publishing star ratings and comments to provider profile pages came in.

What steps did you take to address those needs and get the initiative going?

Blake: We actually began making preparations for the initiative well in advance. We wanted to make sure that providers were ready and equipped with every tool available to them to lead the way in patient experience. We started by explaining how the program worked, why it was a necessary step to empower consumers in making better healthcare choices and how it would help physicians take control of their online reputation.

Although the initiative was driven by marketing, we thought it would be better for physicians to hear about the program from one of their peers. We spent a lot of time with our provider sponsor, going through all of the ins and outs of the initiative. She gave us great insights into what providers would be concerned about and the best way to educate others on the program. I would definitely recommend this approach to other practices as well. In the end, we were able to gain physician buy-in, which has been key to this initiative’s success.

What challenges did you face along the way? How did you address them?

Kasey: Our biggest challenge was developing an appeals process for patient comments. What would we do if a comment was published and the provider wanted it to be deleted? Should we make a rule that everything gets published good or bad—no exceptions? This was challenging because everyone had a different idea of how the process should work.

Ultimately, we implemented a notification system allowing providers to review all their patient feedback before it is published online and to come forward with any matters of concern within 30 days. We also decided that if a provider wanted a patient comment removed from the website, they would need to fill out a special online form and state their case.

Creating the appeals process was a big challenge, however we have yet to use the process as there has never been an appeals request. I believe this can be attributed to the upfront effort we’ve made in working with physicians and their concerted effort toward delivering a great patient experience.

How is this initiative impacting the organization?

Blake: We believe we’ve helped empower healthcare consumers seek out the best provider for their needs and empowered providers to improve the patient experience. And we’re seeing results. Prospective patients are now spending 50% more time on our provider profile pages and providers with reviews are receiving nearly 75% of all online appointment requests.

Patient experience scores are on the upswing as well. When looking at the data, we’ve seen our physician communications score improve from 92.1% to 95.2 % from the beginning of the initiative through the end of 2016. This has given us an opportunity to take a step forward as an organization, leading the way in patient experience—and our patients have noticed.

Additionally, the initiative has helped us solidify where we want to be in the healthcare marketplace as a medical group with a large network of primary providers and specialists. We want to be the easiest health system to access—and we believe we are accomplishing that.

And finally, what has Binary Fountain’s technology platform helped you do?

Blake: We needed a platform and company aligned with our goals of improving healthcare consumer and patient experience.  Binary Fountain’s focus on healthcare, Press Ganey partnership, and deep experience with transparency and reputation management made them a logical choice. Their Binary Star Ratings solution has helped us effectively manage reviewing and publishing star ratings and comments.

Register now for the upcoming webinar on April 27th, featuring executive guest speakers from UnityPoint Health, Press Ganey, Binary Fountain and more. You’ll hear strategies and advice for helping your practice become a more trusted voice for your patients as well as steps for adopting and managing a successful transparency initiative of your own.

About the Author

Zargham Ghani
Engagement Manager

Zargham help healthcare organizations better understand their healthcare consumer challenges and needs, in order to efficiently manage and improve patient satisfaction.

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