Resources - Binary Fountain

Resources

Latest case studies, webinars, and blog posts

KURE Pain Management Improves Online Reviews and Scores by 95% with Digital Patient Surveys

Case Study. Learn how this practice leveraged Binary Fountain to deliver first-rate customer service and improve online reputation.

See Details
Download PDF

 

Kure Pain Management is the Mid-Atlantic’s leading pain management practice specializing in spinal treatments. With 14 locations across Maryland, Delaware and Michigan, it offers comprehensive treatment options for patients suffering with severe pain, and advanced training and education for certified physical therapists and providers to meet wide-ranging needs.

The Challenge

Kure Pain Management knew they wanted to deliver first-rate customer service across their seven healthcare centers, but they didn’t have an effective way to measure patient experience. As a result, they had no idea how their current efforts were performing and believed they were at risk of losing a large number of patients. Nick LaRosa, Kure Pain Management’s Director of Sales and Marketing, leveraged Binary Fountain to help better understand their performance and determine what changes needed to be made to help deliver world-class customer service.

The Initiative

The need to measure and improve their patient experience drove Kure’s patient feedback initiative. “We immediately saw Binary Health Analytics platform as a crucial tool to helping us gain patient feedback, benchmark and track progress,” said LaRosa.

The organization had been using iPads to conduct patient surveys initially, but that revealed itself to be a very time-consuming process. As part of the Binary Health Analytics initiative, Kure switched to digital patient surveys through email campaigns. As a result, Kure increased survey responses, greatly improved office staff time management and uncovered critical data on patient concerns.

Boosting Employee Performance with Patient Feedback 

There was some pushback within the Kure organization before they began receiving the data, but once they did, they were able to use it as a developmental tool and uncover patient experience issues. This became an opportunity to improve operations.

By circulating surveys and scores throughout the organization, physicians were held accountable for their customer service and engaged in a little friendly competition to be the top performing physician. According to LaRosa, “Binary Fountain’s platform helped us reveal and share insights on how patients were really feeling. It was a definite eye-opener.”

“Measurable data is really giving us the drive and baseline to improve the customer lifecycle,” said LaRosa. “For instance, one physician really wanted to review his patient experience scores and feedback. He was a brilliant doctor, but his scores didn’t fare so well in the customer service category. Once he was aware of the areas he needed to improve upon, he went from the lowest scoring physician at the practice to the top scoring doctor by implementing personal changes.”

Outcomes

 With the help of digital patient surveys, Kure greatly improved their customer service by educating staff members and introducing better processes, which significantly increased patient experience and loyalty.

After less than a year, not only did Kure manage to enhance online reviews and scores by 95 percent because of the initiative, but positive reviews increased over 30 percent and patient loyalty increased about 35%.

“The Binary Health Analytics platform has allowed us to measure how we do as a business and provides insights on how we can successfully continue forward,” said LaRosa. “We’ve been able to track performance with automated reports, communicate internally and develop our staff. It’s also improved staff time management, decreased patient wait times and even reduced spending across the organization. We’re striving to become world class and Binary Health Analytics is helping us get there.”

LaRosa continued, “the Binary Fountain Health Analytics platform has helped us improve our reputation and the brand image of Kure Pain Management by increasing transparency with our patients as well as throughout the organization.”

About the Author

Kayla Zamary
Marketing

Collapse

UnityPoint Health Achieves 50% Increase in Consumer Engagement with Transparency

Case Study. Learn how this health system improved its CAHPS score, influenced consumer engagement, and enhanced its brand image.

See Details
Download PDF

 

Nearly 75% of Online Appointment Requests for Providers with Reviews

One of the nation’s most integrated healthcare systems, UnityPoint Health, provides care across an extensive network of locations throughout Illinois, Iowa and Wisconsin in nine large geographic regions that work together to access the resources of the UnityPoint Health network while providing compassionate care to the local community.

The Challenge

UnityPoint’s primary challenge was their patient experience scores—which had reached a plateau. Meanwhile, providers and staff lacked accountability. Also, while consumers fully relied on online reviews to make decisions, the organization’s online reputation was controlled by third-party review sites rather than by the providers themselves. UnityPoint needed to find a solution that would allow providers to take the lead in patient experience as well as improve the consumer experience to grow patient acquisition and loyalty.

Fortunately, the executives at UnityPoint Health understood the value of finding innovative ways to improve the organization’s patient experience. The marketing team energized their most recent approach by tying a transparency initiative to the organization’s overall business strategy and marketing objectives.

The Initiative

Driving the initiative, UnityPoint Health’s Regional Marketing Director, Kasey Duffy, and Marketing Manager, Blake Long, clearly saw transparency as a way for providers to take a leadership role in the organization and shape a positive patient experience. For this initiative, Duffy and Long 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 we wanted to give them a clear picture of their options by presenting them with detailed feedback from previous patients,” said Duffy. “That’s where Binary Fountain came in.”

Before implementing Binary Fountain’s Binary Star Ratings platform however, the marketing team identified an executive and provider to champion the initiative as well as to help secure provider buy-in and prepare providers for the new operational processes. They then defined measurable objectives and tied in business strategy.

Empowering Consumer and Patient Experience with Transparency

Consumers today value credible, honest online reviews that provide the “entire picture” of a provider. Due to this, UnityPoint used their transparency initiative to capture consumer trust and improve patient acquisition. The healthcare organization sought Binary Fountain to help them do this as well as increase SEO and online presence by publishing a high volume of verified patient reviews from their Press Ganey patient survey data to their provider profile pages.

Outcomes

Continuing over a year now, the initiative has brought about dramatic success for UnityPoint Health. The marketing team surpassed their objectives, from seeing significant improvements in their CAHPS score on provider communications to influencing consumer engagement and enhancing the organization’s brand image.

“We believe we’ve helped empower healthcare consumers to seek out the best provider for their needs and empowered providers to improve the patient experience,” said Long. “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.”

UnityPoint Health is now leading the way in patient experience. Since the beginning of the initiative through to the end of 2016, the organization saw their provider communications scores increase from 92.1% to 95.2%.

Additionally, the initiative is helping them reach their goal of being the easiest health system to access. And with Binary Star Ratings, they can now effectively manage reviewing and publishing star ratings and comments.

“We needed a platform and company aligned with our goals of improving healthcare consumer and patient experience,” Long added. “Binary Fountain’s focus on healthcare, Press Ganey partnership and deep experience with transparency and reputation management made them a logical choice.”

About the Author

Kayla Zamary
Marketing

Collapse

Key Strategies for Adopting Transparency and Increasing Health Consumer Engagement

Webinar. Get key takeaways from Binary Fountain’s newly released transparency e-Book and UnityPoint Health’s online physician ratings and reviews initiative.

See Details

Looking to transform your physician directory pages into an engaging consumer experience that informs and guides their decision making?

In this webinar, you’ll gain strategies, recommended practices and practical advice that will help you become a more trusted voice in the physician selection process, including:

  • Steps for adopting and managing transparency, including proven approaches to driving physician engagement
  • Insights from Press Ganey on using patient experience survey data as the ultimate source for trusted online ratings and reviews – and increasing SEO
  • Advice on reviewing and publishing ratings and comments with a technology platform
  • Measurably impacting consumer engagement, physician appointment requests – and influencing patient experience scores

Presenters

Blake LongBlake Long
Marketing Manager
UnityPoint Health

 

Andrew RaineyAndrew Rainey
EVP of Strategy
Binary Fountain

 

 

Anne SternAnne Stern
VP of Product and Strategic Marketingy
Press Ganey

Watch Now

About the Author

Kayla Zamary
Marketing

Collapse

Signature Medical Group Increases Patient Experience Scores 20%, Grows Patient Referrals with Digital Patient Feedback

Case Study. Learn how Signature Medical Group launched a two-pronged initiative using digital patient feedback to better understand patient experience across the organization’s more than 25 practices and 50 offices.

See Details

Download PDF
 
Signature Medical Group

Signature Medical Group is the largest independent physician-owned multi-specialty group in the St. Louis and Kansas City areas. With more than 150 physicians, 22 specialties/sub-specialties, and over 50 locations, Signature is proud to provide every patient with choices for more affordable, accessible and quality healthcare.

The Challenge
Signature’s marketing department needed to manage the increasing volume of online ratings and reviews about their physicians and practices. However, consistently keeping up with them and responding in a timely manner was challenging. Internally, the operations and quality departments lacked visibility into their patients’ experiences with their physicians and practices.

The Initiative
Signature launched a two-pronged initiative using digital patient feedback and Binary Health Analytics to help manage and improve operations affecting patient experience across their facilities, as well as to better inform patients researching their physicians online.

“As we started the initiative, we realized there was a lot of opportunity to utilize surveys to our advantage, and for cross-functional teams to make a difference. That meant working with a variety of practices and departments, from marketing to operations,” said Digital Marketing Strategist, Melissa Gall.

“We found opportunities to start surveying patients, which we had never done before, and began to discover patient experience issues that had remained hidden,” noted Director of Quality, Don Foster.

Power of Patient Feedback
Insights uncovered from unstructured comments in surveys allowed Signature to pinpoint where improvements were needed. For example, in one case they identified issues with making appointments at one of their practices. They were able to dig deeper and discovered that the issue was the routing of calls in their phone room, which they resolved.

“Being able to pull the data in real time, when surveys or comments come in, has been very effective,” said Don. “Binary Health Analytics has allowed us to engage in conversations as soon as feedback arrives. It has also let us keep track of how we’re performing on a day-to-day basis, all in one platform.”

Signature also created benchmark reports to rank physicians within the practices and shared it with the group. This provided added motivation for doctors as well as staff to make changes for the better and set new performance expectations.

Patient reviews have also been impactful for marketing. They ran email campaigns with quotes from surveys and created videos by recording certain patient success stories.

The feedback also helped them learn more about their physicians and which ones need help with collateral; their patients may not feel like they know enough before or after seeing a doctor.

Outcomes
Since the initiative started, Signature has seen dramatic growth in their overall patient experience scores, rising from 3.4 to 4.1. One of their orthopedic practices even saw scores jump from first quarter averages in the mid-70s to the mid-90s.

Signature has also experienced significant growth in traffic to online ratings sites, and practices are seeing increases in patient referrals and are creating new revenue. The partnership with Binary Fountain has also helped build the Signature brand and increase the popularity of their practices.

With new surveys and branding, they’ve been able to better promote and strengthen the brand’s presence. “Together, patients and physicians clearly see Signature Medical Group as a valuable brand,” according to Melissa.

“All in all, this meant we have a stronger reputation that can elevate our business and create more appointments. I also think it has broken down many barriers between practices and departments,” Melissa said.

About the Author

Kayla Zamary
Marketing

Collapse

How to Make an Online Physician Ratings and Reviews Program a Reality

Webinar. On Demand. Learn how Providence Health & Services leveraged patient experience surveys to create trusted reviews, helping inform and guide patient choice.

See Details

Watch Now
 

Patients now have more choices and information to help make one of their most important health decisions – selecting the best physician for their care. With consumers using online ratings and reviews to help make these decisions, Providence Health & Services (PH&S) saw an opportunity to become a more trusted voice in the provider selection process.

Learn how PH&S’ marketing team directed a transparency initiative, leveraging patient experience surveys to create trusted reviews, helping inform and guide patient choice. They’ll share their experiences and best practices for reviewing and publishing survey data to physician profile pages and present consumer insights they’ve uncovered.

In this webinar, you’ll learn:

  • Strategies for planning and managing the initiative
  • Steps to gaining buy-in from physicians
  • How a technology platform can help manage the program
  • How patient comments can increase SEO for provider pages

Watch now to learn how your organization can leverage patient experience surveys to guide and inform patient choice.

Featured Speakers

Karina JenningsKarina Jennings
AVP Marketing
Providence Health & Services

 

Sunita MishraDr. Sunita Mishra
Medical Director – Innovation
Providence Health & Services

About the Author

Kenneth Brooks

Collapse

The Impact of First Impressions on Patient Acquisition and Revenue

Webinar. On Demand. Learn what types of information influence patient decisions most, where patients go to look for them, and how increasing discoverability leads to increased appointments and increased revenue for your health system.

See Details

Watch Now
 

Patients now have more choices and online information when it comes to shopping around for healthcare. With patient acquisition and retention impacting revenue of healthcare systems and providers – even more so in competitive markets – do you have a strategy in place for engaging patients online and influencing their decision making?

Starting with a “first impressions matter” approach, Yext Head of Healthcare, Carrie Liken, and Binary Fountain’s EVP of Strategy, Andrew Rainey, will share what types of information influence patient decisions most, where patients go to look for them, and how increasing discoverability leads to increased appointments and increased revenue for your health system.

In this webinar, you’ll learn:

  • Steps to creating a strategy that will help impact patient acquisition
  • How to attract more patients by optimizing “Rich Listings”
  • The power of online rating and reviews – and why you need them
  • Why taking a transparent approach to sharing information is vital to engaging patients

To learn more, watch the recording now.

About the Author

Kenneth Brooks

Collapse

Patient Engagement Increases up to 29% with Online Physician Ratings and Reviews

Case Study. Learn how Providence Health & Services leveraged patient experience surveys to help inform and guide patients searching online for a physician.

See Details

Download PDF
 

Providence Health & Services (PH&S) is the fourth largest not-for-profit health system in the United States, committed to providing for the needs of its communities across five states. PH&S operates 34 hospitals, 600 physician clinics, 22 long-term care facilities, 19 hospice and home health programs, 693 supportive housing units in 14 locations, and has over 82,000 employees. Its health plan serves caregivers and other large employer groups covering 513,000 members. PH&S includes a family of organizations and is part of Providence St. Joseph Health, a parent organization created by PH&S and St. Joseph Health.

The Challenge

Patients now have more choices and information to help make one of their most important health decisions – selecting the best provider for their care. In fact, a PH&S digital marketing team analysis revealed that the number one consumer activity on its website is finding a physician.

Since rating and review sites are now a key component of a patient’s research, PH&S saw an opportunity to become a more trusted voice in the provider selection process. After improving the accuracy of its provider directories, and building out biographies and related information, PH&S identified ratings and reviews on its provider pages as a priority for increasing consumer interest.

The Initiative

PH&S selected Binary Star Ratings from Binary Fountain to help manage and publish ratings and comments from patient experience surveys to its provider pages. Binary Fountain met PH&S’ needs with its robust transparency solution and healthcare industry expertise. PH&S’ Oregon region was selected as the first market for the program.

The digital marketing team sourced patient feedback data from its Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys, and created an approval process to optimize survey comments. To prevent skewed ratings, providers needed at least 30 patient ratings to have survey data posted on their profile pages. The team gained buy-in from physicians – many whom were skeptical of online reviews – by letting them review their patients’ comments from CAHPS surveys before they went live. This allayed their concerns about the validity of the comments and gave them a voice in the process.

Impacting Consumer Engagement

Binary Star Ratings rolled out across PH&S’ Oregon market in 2015, with star ratings and reviews published on more than 500 of its physicians’ profile pages. Several months post-launch, an analysis of 150 physicians (86 primary care providers and 64 specialists) revealed the program’s dramatic effect on consumer behavior. Primary and specialty care providers with star ratings saw a 25 percent and 29 percent increase in page views, respectively, as compared to providers without star ratings, who saw only a 5 percent increase. Patients confirmed that they found the information valuable in informing their provider selection. In a recent survey of patients who viewed online provider pages, 87 percent found the star ratings to be helpful and 85 percent found the comments useful in their selection process.

PH&S is also meeting the rising demand for transparency in healthcare by publishing all provider reviews, regardless of the rating. To ensure patient privacy as part of this process, Binary Fountain provides PH&S with the tools to analyze comments and remove protected health information (PHI).

PH&S also partnered with Binary Fountain to help raise the visibility of their providers online, given that nearly 80% of consumers start their search for a provider online. Previously, third-party ratings and reviews appeared above a provider’s PH&S profile in search results. Working with Binary Fountain to generate greater and more recent consumer content, providers with reviews on PH&S physician directory pages are now more likely to appear at or near the top of search results – and with more reviews compared to other sites.

Binary Fountain continues to help PH&S engage its patient population online, building a relationship as their trusted healthcare provider. As of September 2016, PH&S expanded the program to include nearly 2,000 providers across several states.

“Consumers expect to shop for and purchase healthcare just like any other service. Binary Fountain is helping us empower them to see what other patients are saying, so that they can find the best physician,” noted Orest Holubec, senior vice president of communications with PH&S. “As an added bonus, fresh reviews keep our online physician profiles relevant, which helps their profiles hit the top of the list when consumers search for physicians on the web.”

About the Author

Kenneth Brooks

Collapse

Healthcare Reputation Management: From Marketing to the C-Suite

Webinar. On Demand. Three healthcare marketing executives share their experiences and advice on using online feedback to manage reputation, improve patient experience and increase executive and physician engagement.

See Details
Watch Now

 

In this webinar hosted by the Forum for Healthcare Strategists, three healthcare marketing innovators will share their experiences and advice on using online feedback to:

  • Identify trends and potential problem areas to drive patient experience improvements
  • Increase patient, leadership, and physician engagement in reputation management
  • Elevate marketing’s visibility in impacting the patient experience
  • Extend ROI focus to include “ROE” – Return on Engagement

Watch now to learn what feedback the C-suite values, and tips and strategies for elevating the value of reputation management in your organization!

Featured Speakers

Mike DameMike Dame
VP of Marketing & Communications
Carilion Clinic

Richard PalumboRichard Palumbo
VP of Marketing
Amsurg

 

Kate SlonakerKate Slonaker
VP of Marketing
Privia Health

About the Author

Binary Fountain
Administrator

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Integer tempor lobortis placerat. Ut tincidunt mi ipsum, eu interdum lectus scelerisque in. Donec at magna rutrum, fringilla justo consequat, feugiat lacus. Phasellus ut nibh vitae lorem malesuada egestas. Ut egestas sem massa, id egestas metus faucibus sit amet.

Collapse

Journey to Excellence: Online healthcare reputation management

Webinar. On Demand. Carilion Clinic’s Mike Dame, vice president, marketing and communications, and Chris Turnbull, senior advisor, PR and reputation management, show you how to uncover and act on patient experience insights to help your brand’s reputation.

See Details

Watch Now
 

In this webinar, Carilion Clinic’s Mike Dame, vice president, marketing and communications, and Chris Turnbull, senior advisor, PR and reputation management, show you how to uncover and act on patient experience insights to help your brand’s reputation.

In this webinar, you’ll learn how to:

  • Monitor and measure reviews on Healthgrades, Vitals, Facebook and other websites
  • Uncover and respond to feedback quickly and efficiently
  • Boost engagement with satisfied and disgruntled consumers
  • Identify trends in comments about patient experiences
  • Raise your program’s visibility and value with leaders & staff

Watch now to learn how communicators at Carilion are transforming their online reputation program into a driver of consumer engagement and operational change.

About the Author

Binary Fountain
Administrator

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Integer tempor lobortis placerat. Ut tincidunt mi ipsum, eu interdum lectus scelerisque in. Donec at magna rutrum, fringilla justo consequat, feugiat lacus. Phasellus ut nibh vitae lorem malesuada egestas. Ut egestas sem massa, id egestas metus faucibus sit amet.

Collapse

How Spartanburg Healthcare’s Marketing Team is Impacting the Patient Experience

Webinar. On Demand. Spartanburg’s Medical Group of the Carolinas marketing team will share how they’re uncovering opportunities to improve “Timely Care.” Spartanburg will share advice and best practices learned along their journey to impacting reputation management and the patient experience.

See Details

Watch Now
 

In this webinar, Spartanburg’s Medical Group of the Carolinas marketing team will share how they’re uncovering opportunities to improve “Timely Care.”

Spartanburg will present the strategies, process and technology they’ve used to:

  • Efficiently capture and monitor patient feedback
  • Quickly uncover and report patient experience trends
  • Collaborate with leadership to initiate operational change
  • Improve physician engagement

They’ll also share practical advice and lessons learned along their journey to impacting reputation management and the patient experience that healthcare marketers can apply to their programs.

About the Author

Binary Fountain
Administrator

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Integer tempor lobortis placerat. Ut tincidunt mi ipsum, eu interdum lectus scelerisque in. Donec at magna rutrum, fringilla justo consequat, feugiat lacus. Phasellus ut nibh vitae lorem malesuada egestas. Ut egestas sem massa, id egestas metus faucibus sit amet.

Collapse

Request a Demo