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July 27, 2018

Do You Know How Your Practice Looks Online?

By: Sabrina Egan

One vital factor in reputation management is to regularly assess the impression your practice makes online. You won’t be pleased with everything you see, but the path to improvement begins with a clear-eyed appraisal. Here are some steps to assessing your online image: Audit your online footprint. Make sure people see an accurate picture of the…

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One vital factor in reputation management is to regularly assess the impression your practice makes online. You won’t be pleased with everything you see, but the path to improvement begins with a clear-eyed appraisal. Here are some steps to assessing your online image:

Audit your online footprint. Make sure people see an accurate picture of the practice. Check your Google business listing, and make corrections and updates. One eye-opening example: HCA shared in a webinar how they analyzed their physician practices’ online presence and discovered that their Tri-Star Spring Hill ER address, which is very close to the nearest interstate exit, showed up on Google Street View as located on an empty lot on a dead end street, with no buildings in sight. HCA took steps to correct this through listings management.

Also, try a “doctor near me” search. Seventy-two percent of potential patients use online reviews as their first step in finding a new doctor. You need to know how your practice ranks versus competing practices.

Prioritize Reputation Management

In a recent survey by SoftwareAdvice.com, 82 percent of patients who responded said they visited a review website to view or post online reviews about healthcare staff. As the report puts it, “A healthy online presence is essential.” So, do not settle for being a little better than other providers in your market – be the exceptionally good one.

Monitor and respond to third party reviews. 85% of respondents will trust an online review as much as a personal recommendation, according to a 2017 BrightLocal consumer survey. Binary Fountain’s partner providers use its proprietary Natural Language Processing feature to learn what patients say in their online reviews. They can also set up alerts to flag negative reviews, allowing them to respond promptly and effectively.

Emphasize Patient Experience

Collect and post patient surveys.The best time to get a patient review of your practice is now. By prompting patients to participate in an online survey or post a review, you can increase your online presence and capture patient feedback that can be used to deliver service recovery and improve the patient experience.

Respond to all reviews. Research from the Harvard Business Review indicates that people who read online reviews are impressed by the reviewed business’ response, whether it is a “thank you” for a good review or a sincere apology and an offer of direct offline contact to discuss a bad one. It shows that the responder cares enough to acknowledge the reviewer. The HBR report  reasons that a person who might have been inclined to post a complaint could change their mind, if they see that similar complaints are addressed promptly, respectfully, and constructively.

Do you have a success patient experience story to share? Let us know here.

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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July 18, 2018

Responding to Negative Online Reviews About Wait Times

By: Mike Belvedere

When patients post online reviews of visits with healthcare providers, it is common to see negative remarks about non-medical aspects of the appointment. Complaints range from directions and parking to waiting room comfort, staff attitudes, excessive paperwork and billing snafus. Long wait times – between arrival and actually seeing the doctor – is an especially…

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When patients post online reviews of visits with healthcare providers, it is common to see negative remarks about non-medical aspects of the appointment. Complaints range from directions and parking to waiting room comfort, staff attitudes, excessive paperwork and billing snafus. Long wait times – between arrival and actually seeing the doctor – is an especially sore topic. In Binary Fountain’s Healthcare Consumer Insight & Digital Engagement survey, 48 percent of people aged 25 and above selected “wait time” as the most frustrating thing about visiting the doctor.

Doctor's Office Waiting RoomThe most recent survey from Vitals® finds that 84 percent of respondents regard wait time as “somewhat important” or “very important.” The survey reports that close to a third of people have actually walked out on an appointment because of long wait times, and 20 percent have changed doctors over the issue of wait time.

The Vitals survey also reports a correlation between waiting time and the doctor’s average star rating: Five star-rated physicians have an average wait time of 13 minutes, 17 seconds, while one star-rated doctors averaged 34 minutes, 10 seconds.  There’s no avoiding the conclusion that wait times matter. And, while providers may put a lot of effort and expense into efficient, timely scheduling, there are times when systems and staff fall short.

Responding to Long Wait Time Complaints

The best approach to a waiting-time complaint is to be prompt about responding. Practices that use in-office patient experience surveys can flag a negative review, which offers a way to quickly catch and address a wait time complaint. Spartanburg Regional Medical Center implemented automated alerts to flag patient reviews that scored a 2.5 or below so they could quickly initiate service recovery. They also analyzed patient experience data across their 96 practice locations and discovered that an overwhelming percent of feedback was about getting timely care. They used the data to determine what locations were top scoring in this category and plan to apply their best practices across their physician practices.

If an infrequent reason for a delay does happen – a cardiologist must attend to a heart attack patient, for example, or an OB is called out to deliver a baby – it is very important to immediately let patients know about the situation and offer to reset the visit.

Remembering that the subtext of many negative reviews is “What are you going to do about this,” the best response to online wait time complaints is one that arrives quickly. Offer sympathy, and a sincere apology. Some practices send a gift card or a fruit basket with their apology. Be sure to acknowledge the patient’s dissatisfaction, and demonstrate that the practice does care. Make sure your response conveys the message that your practice regards every comment and review as an opportunity to do better.

Do you have a story of a successful response to a wait time complaint? Let us know.

About the Author

Mike Belvedere

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July 10, 2018

Does responding promptly to all reviews – negative and positive – help overall reputation?

By: Chris Huang

It is a widely accepted principle in today’s healthcare marketing environment: reputation management requires monitoring reviews and comments about your practice. A simple notion, really: you have to know what patients say about their experience in order to make improvements to your service delivery and to stand out in a competitive marketplace. Marketers may feel…

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It is a widely accepted principle in today’s healthcare marketing environment: reputation management requires monitoring reviews and comments about your practice. A simple notion, really: you have to know what patients say about their experience in order to make improvements to your service delivery and to stand out in a competitive marketplace.

Marketers may feel that healthcare operates on a different playing field than online and big box commerce or hospitality sites.  Your visitors are much less inclined to consider differences.  As a recent McKinsey study observes, consumers expect the same qualities in healthcare companies that they value in non-healthcare settings.

Responding to ReviewsIn this environment, responding to reviews is vital to reputation management. The purpose of responding is not to defend your institution, but to demonstrate your commitment to improving patient experience. Nick La Rosa of KureSmart made the point in our recent MGMA webinar on reputation management: In every online interaction, the patient, and the visitor who reads the patient’s review, should receive this message from the provider: “We take everything you say seriously, and we are driven to improve.” Whether positive or negative, the response to every review should translate to “Thank you, your comments are making us better.”

The prominence of third-party review sites can make it feel that providers have no control over their online reputation. In a this reputation-sensitive environment, reputation managers give responding to negative reviews a higher priority. It is only natural: an unfavorable review that goes without response sends the message that you do not care.

But a recent study, described in the Harvard Business Review, reports this: “when managers respond to positive reviews, it has the same benefits as when they respond to negative reviews.”

The reason starts with the commitment described above, to take every review seriously. The patient who posts an unfavorable review is to some extent asking “What are you going to do about this?”

Your consistently responsive stance helps build trust. If a customer or patient has a small complaint, but sees that both large and small concerns are addressed promptly and respectfully, they may choose not to complain.

The HBR study focused on reviews posted at Trip Advisor, so its quantitative conclusions may not translate directly to healthcare. But, there is certainly something to be gained by treating patients as guests, and by responding in terms that a guest would appreciate. As we have reported here and here, Florida Orthopedic Institute has seen measurable improvement in reviews and in patient loyalty by bringing a hospitality-based approach to reputation management.

Do you respond as quickly and thoroughly to favorable reviews as to unfavorable ones? Let us know if you are seeing positive effects in your reputation management program.

About the Author

Chris Huang

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June 29, 2018

When Providers Take Ownership Of Their Online Reputation

By: John McFeely

Physician buy-in can be one of the more complicated aspects of a successful reputation management program. Some of our customers say that physicians they work with can be reluctant at first to embrace online reviews and ratings, whether positive or negative. Many physicians have been at odds with reviews. A recent study published in the…

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Physician buy-in can be one of the more complicated aspects of a successful reputation management program. Some of our customers say that physicians they work with can be reluctant at first to embrace online reviews and ratings, whether positive or negative.

Many physicians have been at odds with reviews. A recent study published in the Journal of General Internal Medicine revealed that 78 percent of providers said that online physician reviews cause them stress. Physicians may be concerned that their ratings could be influenced by factors unrelated to the actual patient interaction. Some doctors hold the attitude that they will not change the way they practice medicine because of an unfavorable review. One physician even sued a patient over allegations posted in a negative review.

As part of a recent Healthcare Marketing and Physician Strategies Summit presentation on Engagement-Driven Reputation Management, Elizabeth Davis, Reputation Manager for HCA, pointed out that provider concerns about online reviews can result in requests to take down negative reviews.

Speaking with Sarah Heath of Patient Engagement HIT, Davis said, “What matters is that patient comments are out there, so no matter how outdated the comment is or how irrelevant it appears, patients are still making decisions based on it.”

What do we recommend? Make the case with providers for online reputation management. As Davis stated, they need to know that their reputation is already online and consumers are increasingly using online ratings and reviews to select a provider. Back it up with telling healthcare consumer stats and show reviews about the providers. The next message that needs to be communicated: Physicians can take ownership of their online reputation. Educate them on the online reputation management program and what they can do to help with their own reputation. Whether it is cultivating a patient-centered environment at a practice, generating more reviews, or participating in service recovery when needed, providers can make a difference in their own online reputation.

Davis also observes that executive sponsorship can go a long way toward inspiring staff and provider buy-in. Reputation management and patient engagement work best when patient feedback is used as a training tool with staffers and physicians and as a way to celebrate successes based on positive reviews.

When reputation managers understand that physicians are often competitive, results-oriented and data-driven by personality and training, it is easier to inspire them to take a positive approach toward reviews, and an active role in managing their online reputation.

At a recent Binary Fountain webinar hosted by MGMA, KureSmart Pain Management VP of Operations Britni Cullen described a highly capable physician who had great outcomes but received low star ratings in patient communication and bedside manner.

After the KureSmart reputation management team reviewed the direct patient feedback with him, this very competitive individual ended up becoming Kure Smart’s highest ranked physician because he adjusted his behavior based on patient feedback.

When providers embrace reputation management and patient engagement, patients and potential patients take notice, and this shows in the number of reviews, in new patient volume, and ultimately in corporate revenue.

About the Author

John McFeely
Sales Director

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June 13, 2018

Manage Online Reputation to Impact Revenue and Patient Experience Four Takeaways from Our Webinar

By: Sabrina Egan

Our recent MGMA-sponsored webinar on Online Reputation Management covered trends in online consumer behavior and how they are affecting physician practices. KureSmart Pain Management shared how it manages online reviews and patient experience survey data to increase revenue and patient loyalty. Here are four takeaways from the webinar: ONE: Reviews matter, more now than ever…

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Our recent MGMA-sponsored webinar on Online Reputation Management covered trends in online consumer behavior and how they are affecting physician practices. KureSmart Pain Management shared how it manages online reviews and patient experience survey data to increase revenue and patient loyalty. Here are four takeaways from the webinar:

ONE: Reviews matter, more now than ever

Aaron Clifford, Binary Fountain’s SVP of Marketing, discussed patient experience-driven healthcare, offering some stats on reviews.

A recent Binary Fountain study shows that 75 percent of Americans say online ratings and review sites have influenced their decision when selecting a physician. In BrightLocal’s 2017 annual survey, 85% of people said they trust an online review as much as a personal recommendation, and that percentage is trending higher from year to year. And, a survey by Software Advice found that 47% of people would consider choosing an out-of-network provider with more favorable reviews, over an in-network doctor.

Reviews impact revenue. An HCA study of 50 practices showed a 17% increase in average monthly patient volume when a practice had 90-100% positive reviews. Practices with below 80% positive reviews recorded only a 2% increase in average monthly volume.

TWO: Responding to reviews is no longer optional

Many negative reviews are really asking “What are you going to do about this?” People reading reviews, whether positive or negative, want the confidence of knowing someone is listening, and is committed to improving patient experience. Aaron’s advice on reviews:

  • Treat online reviews like they were given face to face
  • Responding shows patients and prospects that you care about their experience
  • Not responding is like not answering a customer service call
  • Practices are noticing an increase in online reviews when they respond

Nick LaRosa, Vice President of Sales and Marketing, KureSmart Pain Management, said that how you respond to a negative online review could overshadow the original complaint. In every online interaction, the patient, and the visitor who reads the review, should hear this message: “We take everything you say seriously, and we are driven to improve.” Whether positive or negative, the response should translate to “Thank you, your comments are making us better.”

THREE: Buy-in is crucial

Britni Cullen, Vice President of Business Operations, KureSmart Pain Management, outlined how resistance turned to buy-in at KureSmart. At first, staffers felt they did not have time to encourage surveys and respond to reviews. Initial goals were set to be achievable, and managers helped staffers find enthusiasm for expanding their efforts. Today, it is standard practice to publicly celebrate positive reviews at quarterly staff lunch meetings.

She related ways that patient feedback can change corporate practice. KureSmart noticed complaints about billing that revealed dissatisfaction with patient deductibles. The company started to help patients understand, before the procedure, where their deductible stands and what would be their obligation. With complaints noticed and problem addressed, complaints reduced in number.

Britni also described a physician who had great outcomes but received low star ratings on patient communication and bedside manner. After the team reviewed direct patient feedback with him, this very competitive individual adjusted his behavior and became KureSmart’s highest rated doctor.

FOUR: A commitment to exceptional patient experience yields bottom-line results

Nick LaRosa said that turning toward being driven by patient engagement has reshaped the entire company. Here is how success looks at KureSmart:

  • Patient experience increased 68%
  • Patient loyalty increased 52%
  • Physicians’ rating increased 59%
  • Positive online reviews increased 52%
  • 29% growth rate nearly doubled the number of new patients

There is much more useful information, insight and actionable advice in the webinar and the Q & A that followed. Sign in here to listen on demand.

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 22, 2018

What’s Your Hospital’s Digital Front Door Strategy

By: John McFeely

There’s a lot of discussion these days about the Digital Front Door, and how it informs the experience hospitals and medical practices offer healthcare consumers. As you consider ways to improve online patient experience, here are a few big factors to consider: Consumers want the same experience with healthcare companies that they value in non-healthcare…

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There’s a lot of discussion these days about the Digital Front Door, and how it informs the experience hospitals and medical practices offer healthcare consumers.

As you consider ways to improve online patient experience, here are a few big factors to consider:

Consumers want the same experience with healthcare companies that they value in non-healthcare settings

When they arrive at your digital front door, visitors expect convenience, ease of use and accessibility on a par with the best. That doesn’t mean merely being better than your healthcare competition. Consumer expectations for online experience and engagement are now set and constantly raised by mega-retailers like Amazon, as well as banks and other service related industries. As marketers we might focus on the things that differentiate healthcare from leading online and big box commerce sites.  Your visitors care much less about those differences – if they can’t quickly see a path to the answers they seek, you have missed an opportunity to connect and engage.
 
Wanted: Convenience, Clarity and Usability

Just as hospitals are adopting wayfinding solutions to help  people navigate their maze of hallways, hospital web sites need to adapt to healthcare consumers seeking information. Your digital front door must welcome the visitor. Whether finding the right provider for their medical issue, getting hold of test results, or paying a bill, it’s imperative to help them find what they need quickly.

It’s not just the homepage

The Digital Front Door is more than just the hospital home page and search window. Dayton Children’s Hospital, for example, identifies some 80 ‘microments’ in the consumer healthcare journey, progressing from Discovery to Exploration to Evaluation to Engagement and Experience. This analysis brings Nurse Chat, ED and Urgent Care check-ins and patient portal into their front door strategy, along with social media, star ratings and local listings.

Designing a Digital Front Door Strategy

Fairview Health Services of Minneapolis identified critical thresholds along the path to purchase, and considered the impact of influencers from physicians to family members to physical location. The next step was to audit and improve touchpoints around the digital front door, including provider profiles, location directories, and online appointment scheduling, among others. These have a measurable impact on top patient experience priorities like researching, choosing and making an appointment with the right doctor for the patient’s medical need.

Take one bite at a time

Where budget or staffing won’t support a top-to-bottom remodel of your digital front door, it might make sense to carve out a piece of the strategy to concentrate on. Madison, Wisconsin-based Unity Point Health, which operates in 10 cities in Wisconsin, Iowa, and Illinois, decided a top priority for 2018 is connecting consumers with available providers. UnityPoint leveraged PPC, serving up doctors located nearby the prospective patient who started the search. To provide the immediacy and trust that patients demand, the campaign promotes providers who offer 5-day new patient access, and have a star rating of 4 or higher.

Listen to the webinar

For much more on the digital front door, check out the SHSMD hosted webinar called Defining the New Digital Front Door. You’ll get insight on top-of-the-funnel consumer entry paths like organic and paid search, local listings, and third-party reviews, plus advice on avoiding common pitfalls. Also covered are the very important metrics you need to help measure the progress of your program.

Introduced by Binary Fountain’s own Aaron Clifford, three panelists offer great ideas and real world experience in improving patient engagement:

Chris Boyer, host of the Touchpoint Podcast and
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

John McFeely
Sales Director

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May 10, 2018

Our Thoughts on Mayo Clinic’s Study on Negative Online Physician Reviews

By: Aaron Clifford

Last month, Becker’s Spine Review and several other healthcare news outlets reported on a study of online reviews by the Mayo Clinic. Researchers used Google alerts and searches to track negative online reviews of Mayo Clinic physicians for several months back in late 2014. Next, the researchers compared these doctors’ Press Ganey Patient Satisfaction Survey…

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Last month, Becker’s Spine Review and several other healthcare news outlets reported on a study of online reviews by the Mayo Clinic. Researchers used Google alerts and searches to track negative online reviews of Mayo Clinic physicians for several months back in late 2014. Next, the researchers compared these doctors’ Press Ganey Patient Satisfaction Survey scores with those of other Mayo Clinic physicians who did not receive negative online reviews. The comparison revealed no statistical differences between overall scores or patient communication scores, leading to the conclusion in the Becker’s headline that negative online reviews of doctors do not affect patient satisfaction surveys. The article goes on to describe how a negative review of a physician might be influenced by events beyond the doctor’s control: staff interaction, waiting room time, billing issues and even directions and office parking are underlying factors in some complaints.

We at Binary Fountain welcome this study, and all similar research. It broaches the need for a conversation around the value of the patient voice, whether it’s expressed online or through a survey, and how we can better evaluate their online ratings.

Reading the Mayo study, yes you can say there is a difference between how patient experience survey data and online reviews are captured. Patient satisfaction surveys are delivered in a more formal, structured format where patient feedback is sought out and rigorously analyzed by a provider of patient experience measurement solutions, like Press Ganey.  With online reviews, the feedback is unprompted. The patient or caregiver went out of their way to share their experience. In both cases, the patient believes their experience matters and is worth being voiced. That is powerful and should be taken seriously, no matter through which medium it’s delivered.

In cases where there are less online reviews than patient survey responses for a provider, there is the chance that an online rating may increase or decrease more than a survey’s rating scores.  Our customers are seeing that the more online reviews generated for providers, the closer the online reviews/ratings match the patient experience survey scores. The Mayo study also remarks that online reviews provide an “incomplete depiction of the physician’s reputation and his or her true commitment to and expertise in patient care.” Taking the approach of increasing patient feedback, from both online reviews and surveys, will help provide a more comprehensive picture of physicians.

With all the back and forth about online ratings and reviews, there is one thing to keep in mind: ratings and reviews are not going away. Our own survey, released late last year, reveals that 30 percent of consumers share their healthcare experiences online, via ratings and review sites and social media. 95 percent of our survey respondents regard online ratings and reviews as “somewhat” to “very” reliable, and 75 percent said that online ratings and review sites have influenced their decision when choosing a physician.

With the popularity of online ratings and reviews, it is important for providers and consumers to undertstand “the why” behind a star rating. Online feedback needs to be rigorously analyzed.  That’s one reason why we built Provider Social Index® (PSI), which aggregates online patient feedback about physicians and then uses our proprietary Natural Language Processing (NLP) engine to extract insights and derive a rating related to 10 patient experience metrics. It excludes all non-provider categories like front desk staff, wait time and billing. This makes online reviews useful to providers and patients in the same way that survey results are. On the provider side, the insights helps identify where a physician is doing well, and where improvements can be made. Consumers looking for a new provider benefit from a comprehensive, clearer view into a physician’s reputation.  This is what our industry should be striving to deliver. Binary Fountain works to make online reviews work for all of us.

We are proud of our new partnership with US News & World Report as the provider of physician ratings displayed on US News’ doctor profile pages. One reason US News chooses to work with Binary Fountain is that our NLP’s formula/algorithm is scientifically developed and published in a peer-reviewed journal. Another is that we don’t display ratings if there aren’t enough reviews of a particular physician to be statistically useful. The richness and recency of reviews are also accounted for when analyzing reviews.

The Mayo study emphasizes physicians need to be aware of their reputation both online and in-person and recommends using their patient satisfaction surveys scores to:

“build and manage their online reputation, which in this day and age is crucial for public perception. Physicians could also take this opportunity to use social media to underscore these formal PSS (patient satisfaction surveys) reviews, counteract negative open source reviews, and help ensure a positive online presence. Furthermore, physicians and their institutions in a more appropriate setting can proactively manage any negative formal patient reviews and prevent having physicians’ reputation negatively affected across the World Wide Web.”

We couldn’t agree more. Our solutions take this approach, helping providers manage online reputation and publishing patient experience survey data. Binary Star Rating helps healthcare organizations, like Providence St. Joseph Health, Unity Point and Dayton Children’s Hospital, publish patitent experience survey coments and star ratings to their physician profile pages. Our strategic partnership with Press Ganey provides health systems with the guidance and support they need as they go down this path to taking control of their online reputation. We also provide a centralized healthcare-specific online reputation management platform, Binary Health Analytics, that helps organizations proactively analyze and act on all patient online ratings and reviews as well as patient experience surveys. Many health systems and practices are now engaging with their patients online and gaining insights into how where they can improve the patient experience.

So, let’s encourage more research on how to make the voice of the patient a driving factor in our efforts to improve patient experience, and how to publish online ratings and reviews that are accurate and reliable.

About the Author

Aaron Clifford
SVP of Marketing

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May 07, 2018

National Nurses Week 2018 – Saying Thank You

By: Kenneth Brooks

Every year National Nurses Week begins May 6 and ends May 12, Florence Nightingale‘s birthday. It’s an opportunity to celebrate those whose job – really, it’s a calling – means providing compassionate, exceptional care and a better patient experience. If you or a family member have been a patient at a hospital, you know that nurses…

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Every year National Nurses Week begins May 6 and ends May 12, Florence Nightingale‘s birthday. It’s an opportunity to celebrate those whose job – really, it’s a calling – means providing compassionate, exceptional care and a better patient experience. If you or a family member have been a patient at a hospital, you know that nurses are at the bedside often, checking in on your condition and comfort – you even get to know them by name.  They’re delivering care in many settings: at physician practices, nursing homes, and on the field of battle, for example. In all cases, the common denominator is they go over and beyond because they care. On top of that, nursing is rated as the most honest and ethical profession.

National Nurses Week

We believe it’s important to recognize the work they do and there are organizations that do this. The DAISY FOUNDATION established the DAISY Awards program as a way of saying “thank you” to nurses everywhere. It now honors nurses in over 3,000 healthcare facilities across the US and in 17 countries. The American Nurses Association provides a toolkit of assets that providers can use to say thank you to nurses.

You can also recognize a nurse who’s provided amazing care: post a positive online review about her or him. If you’re a Binary Fountain client, you can analyze patient comments to identify positive feedback about them and share it at the next nurse staff meeting. It will be a morale booster and appreciated. If you have a family member or spouse who’s a nurse, flowers (and making their favorite dinner) are also a good idea. So get in the spirit and thank a nurse!

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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April 26, 2018

Patient Experience Week – 2018

By: Brian Williams

April 23 through 27 is Patient Experience week, described by the Beryl Institute as “a focused time for organizations to celebrate accomplishments, reenergize efforts and honor the people who impact patient experience every day.” Many providers are recognizing staff and physicians who personify putting patients first. With the patient voice growing in importance, we’d like…

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April 23 through 27 is Patient Experience week, described by the Beryl Institute as “a focused time for organizations to celebrate accomplishments, reenergize efforts and honor the people who impact patient experience every day.” Many providers are recognizing staff and physicians who personify putting patients first.

With the patient voice growing in importance, we’d like to call out some healthcare providers who put the ‘every day’ into their own efforts and use patient feedback as a catalyst to create a better patient experience.

At Florida Orthopaedic Institute, patient experience is informed by a hospitality-inspired program instituted by Director of Marketing & Customer Service Donna Bossuyt and Marketing & Customer Service Manager Kim Mott. They’re helping FOI move from a physician-centric culture to a patient-centric one. You can learn more about it here and here.

KureSmart Pain Management has worked to improve engagement and listen more closely to patient voices by sharing patient feedback with physicians, and inspiring their medical staff to take an active role in engagement. As a result KureSmart’s overall patient experience score increased by 68 percent and patient loyalty increased by 52 percent. Learn more about their program here.

Providence St. Joseph Health are helping patients make a more informed decision when selecting their next physician by publishing star ratings and patient comments from CAHPS surveys to their provider profile pages. You can learn more about it here.

Spartanburg Regional Healthcare places a high priority on patient engagement. They take it so seriously that patient engagement and service recovery are a part of the day one onboarding experience for every newly hired physician. “We hammer home to the physicians how important it is that our patients have good experiences,” says Mary Reid, RN, Senior Physician Development Consultant. Learn more about Spartanburg’s patient-focused onboarding session here.

Have you done something special to celebrate patients and honor staff members who stand out for putting patient engagement first? Tell us all about it!

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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April 16, 2018

SXSW Recap 2018

By: Kenneth Brooks

Aaron Clifford, Binary Fountain’s Senior Vice President of Marketing, attends many conferences, and South by Southwest is one his favorites. Here’s a brief rundown of some of the panels and keynotes Aaron found informative and inspiring. Overview: AI and Trust in the era of purloined data, and real fake news One of last year’s hottest…

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Aaron Clifford, Binary Fountain’s Senior Vice President of Marketing, attends many conferences, and South by Southwest is one his favorites. Here’s a brief rundown of some of the panels and keynotes Aaron found informative and inspiring.

Overview: AI and Trust in the era of purloined data, and real fake news

SXSW

One of last year’s hottest topics, Artificial Intelligence was just as prominent in 2018, because consumers are becoming accustomed to – if not exactly embracing – applications that have come into wider use. Do they like them? Maybe.  Do they trust them? Maybe not. Trust was also a recurring topic in many panel sessions. In this year of data use and abuse, and real stories of fake news, discussion focused on a study that places trust high on the list of challenges among respondents.

More Data, More Problems: Transparency in 2018
Panelists:
Toby McKenna, business and revenue growth, Bazaarvoice
Price Glomski, Executive Vice President at digital agency PMG
Atul Singh, Dell Global Ad-Tech
Jennifer Sugarman, Sony Electronics consumer marketing team leader

This panel was not focused strictly on health care, but it covered familiar territory. Campaign performance data, targeting segments are now based on complex combinations of data points; this can lead the users of the data astray. Atul Singh described ’good data’ very simply, as “data that does what it says it will do.” The panelists agreed that brands, data providers and agencies must cooperate to make sure the right data is being used, in the right way to reach the desired consumers. Listen here

Making Healthcare Price Transparency Actionable
Panelists:
Chris Moriates, Assistant Dean for Healthcare Value at Dell Medical School, TX Austin
Vineet Arora, Assistant Dean for Scholarship & Discovery at University of Chicago
Dr. Neel Shah, Assistant Professor at Harvard Medical School and founder of Costs of Care
David Vivero, co-founder and CEO at Amino, a healthcare transparency company

The intro to this panel notes that “93% of Americans are ‘personally worried’ about healthcare affordability.” The panelists described the work of Costs of Care and Amino on bringing clarity in healthcare pricing out of the realm of Google searches and into the doctor’s office.  I was moved to tweet from the audience, “Pricing is a mess in healthcare. Comments and ratings from patients regarding their bill and costs of healthcare are rarely positive.” It’s reassuring to know that there are companies working to solve this problem. Listen here

Austin

Lessons in Innovation from Silicon Valley Elite
This session featured Ann Hiatt, who has been an Executive Business Partner to Marissa Mayer (former CEO of Yahoo), Jeff Bezos (CEO of Amazon.com) and currently Eric Schmidt (former Executive Chairman at Google).  The topic was how to cultivate an atmosphere in your organization that enables it to hire with vision, breed creativity and inspire ambition.

Create Magic: 6 Experiential Storytelling Secrets
Panelists:
Cynthia Jones, GM for Innovation Experiences at the Henry Ford Museum
Christian Lachel of of BRC Imagination Arts
Claire Tolan, of Jameson Distillery, Ireland

This panel explored creativity and engagement in customer experience. Discussion included ways to use six secrets of experiential storytelling to engage, entertain and inspire audiences, and to learn how to create an experience that forges an emotional connection, deepens engagement and inspires life-long loyalty. Listen here

Balancing Brand Building vs Performance
Panelists:
Mary Corcoran, President, Twist Mktg/W2O Group
Ty Shay, SVP and CMO for Symantec’s Consumer Business Unit
Mark Stouse, CEO, founder Proof Analytics
Marissa Tarleton, CMO of RetailMeNot, Inc

Building a likable brand lubricates the wheels of performance marketing, but accountability is more vital than ever. This panel gathered CMOs and CCOs of major brands to discuss how they balance building brand equity with maximizing performance metrics, and to explore how analytics can help define the right mix. Listen here

Trust: The Currency of the Sharing Economy
Panelists:
Juliette Kayyem, CEO of Zemcar, and a homeland security expert
Nick Shapiro, Global Head of Trust and Risk Management at Airbnb, and former Deputy Chief of Staff at the CIA
Arun Sundararajan, professor at NYU  Stern School of Business, teaching tech entrepreneurship, the digital economy, and more

The description for this panel notes that recent studies show society experiences an unprecedented crisis of trust. At the same time, millions of people book lodging through Airbnb, and don’t hesitate to hop into an Uber or Lyft car. The discussion explored the reasons for mistrust, and the enthusiasm that some sharing economy companies inspire in their customers. This is relevant in healthcare customer engagement, because our industry encounters similar peaks and valleys of confidence and mistrust. Listen here

Quantum computing: on the horizon but approaching fast

Still in the far distance for most people in healthcare is the advent of quantum computing. With both panel and keynote events on the subject, SXSW made it clear that this hard-to-grasp next wave of computing is approaching at warp speed. The presentations helped to address the question: “What problems will be solved with this quantum leap in computing power that cannot be solved today with the world’s most powerful supercomputers?” Listen here and here.

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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