Resources - Binary Fountain

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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.

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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

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Defining the New Digital Front Door

Webinar. Learn how to define the elements needed to align your digital marketing with a patient’s journey to care.

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With 77% of consumers searching online before making an appointment with a provider, health care marketers are building the “digital front door” to help engage and acquire them. But what does a digital strategy look like for this when there are multiple touchpoints a consumer experiences before selecting a provider? This panel will help define the elements needed to align your digital marketing with a person’s journey to care.

In this webcast, presenters will discuss:

  • Top of the funnel entry paths–search (organic/PPC), local listings and third-party reviews–and common pitfalls to avoid.
  • What to consider for provider profile pages, “first-party” online reviews and appointment requests.
  • Metrics needed to help evaluate the progress of your program.
  • The lessons applied from this webcast can aid in optimizing your marketing strategy and investment and help patients in your community make one of their most important health decisions—finding the best services for their care.

Speakers:

Chris BoyerChris Boyer
Director, Digital Strategy and Analytics
Fairview Health Services

 

Blake Long
Director, Marketing Technology and Strategy
UnityPoint Health

 

Grace Jones
Consumer Brand Manager
Dayton Children’s Hospital

About the Author

Kayla Zamary
Marketing

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How It Works

Learn how Binary Fountain is helping healthcare organizations save time managing reviews, increase patient acquisition and loyalty, and improve the patient experience.

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Learn how Binary Fountain is helping healthcare organizations save time managing reviews, increase patient acquisition and loyalty, and improve the patient experience.

About the Author

Kayla Zamary
Marketing

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Creating a Hospitality-Influenced Reputation Management Strategy in Healthcare

Webinar. Learn what happens when a former executive from Starwood Hotels and Resorts takes over marketing at a physician practice.

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What happens when a former executive from Starwood Hotels and Resorts takes over marketing at a physician practice? Florida Orthopaedic Institute implemented a strategy for creating a 5-star customer experience – and attracting more patients – with online reputation management playing a vital role.

In this webinar, they’ll share the approach, tactics and technology platform behind their reputation management program including:

  • Adopting a high-touch approach for responding to patient reviews and surveys
  • Improving the customer experience across it 10 locations with digital patient feedback
  • Increasing online reviews and survey responses with email and mobile texting campaigns
  • Winning over physicians skeptical of online reviews

Whether you’re with a hospital or physician practice, you can take away lessons you can apply to your reputation management program.

Speakers:

Donna BossuytDonna Bossuyt
Director of Marketing & Customer Service
Florida Orthopaedic Institute

 

Kim Mott
Marketing & Customer Service Manager
Florida Orthopaedic Institute

About the Author

Kayla Zamary
Marketing

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Innovating the Digital Healthcare Consumer Experience

Webinar. Learn how Providence St. Joseph Health is innovating the digital consumer experience for the 3 million patients it serves annually.

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Webinar
Thursday, November 16, 12:00 – 1:00 PM CST
Hosted by Forum for Healthcare Strategists

 

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Digital tools and technologies are transforming the experience for consumers across industries—and healthcare is no exception. Are your organization’s digital initiatives meeting consumers’ expectations? In this complimentary webinar, sponsored by Binary Fountain, you’ll hear how Providence St. Joseph Health is innovating the digital consumer experience for the 3 million patients it serves annually.

About the Author

Kenneth Brooks

Kenneth Brooks serves as Binary Fountain’s senior director of marketing. He brings more than 15 years of high-tech marketing experience, including 7 years in healthcare technology, to the company. In his role, he manages brand awareness and demand generation programs.

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Marketing Strategies for Patient Engagement and Acquisition

Webinar. Learn how to engage patients through their healthcare journey.

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Recorded Webcast
Duration: 1 hour

What You’ll Learn:
Digital healthcare consumerism is surging, forcing marketing leaders to adapt their strategies for driving patient acquisition and loyalty and system brand awareness. However, many haven’t implemented a holistic strategy to engage patients across their healthcare journey, starting with researching a symptom, “shopping” for a physician, all the way through managing online reviews. These healthcare systems are risking falling behind competitors, losing revenue and damaging their organization’s and physicians’ reputations.

This free webinar provides insights into shaping an integrated, winning strategy. You’ll learn:

  • Key factors patients evaluate when selecting a physician
  • Crucial gaps and pitfalls in marketing to patients
  • Recommended approach and tools for managing your initiatives
  • How HCA is engaging patients to drive greater acquisition

About the Author

Kayla Zamary
Marketing

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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.

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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

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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.

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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

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About the Author

Kayla Zamary
Marketing

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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.

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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

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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.

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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

Kenneth Brooks serves as Binary Fountain’s senior director of marketing. He brings more than 15 years of high-tech marketing experience, including 7 years in healthcare technology, to the company. In his role, he manages brand awareness and demand generation programs.

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