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December 05, 2017

Binary Fountain Unveils Results of the “Healthcare Consumer Insight & Digital Engagement” Survey

New survey on how patients find and evaluate their physicians provides fresh look into their use of ratings and review sites and what matters most to them about the patient experience  MCLEAN, Va., December 5, 2017 – Binary Fountain, the leading provider of patient feedback management solutions with one of the largest repositories of online…

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New survey on how patients find and evaluate their physicians provides fresh look into their use of ratings and review sites and what matters most to them about the patient experience 

MCLEAN, Va., December 5, 2017 Binary Fountain, the leading provider of patient feedback management solutions with one of the largest repositories of online patient reviews and surveys in the healthcare industry, today released the findings of the “Healthcare Consumer Insight & Digital Engagement” survey. With the goal of getting an up-to-date view into how patients search and evaluate their physicians, the survey, conducted by OnePoll and commissioned by Binary Fountain, shows that healthcare consumers continue to depend on online ratings and reviews and highly value the non-clinical aspects of their patient experience.

Online ratings and review sites are highly influential 

What’s common practice for restaurants, hotel stays and Amazon purchases, is now prevalent in a person’s experience with their healthcare providers. Today, healthcare consumers value online ratings and reviews because they provide unfiltered, transparent patient feedback necessary to find the right physician or hospital. The survey results reflect the impact of online ratings and review sites and the rise of healthcare consumerism.

  • 95 percent of respondents find online ratings and reviews “somewhat” to “very” reliable.
  • 75 percent of Americans say online ratings and review sites have influenced their decision when selecting a physician.
  • 30 percent of consumers share their personal healthcare experiences via social media and online ratings and review sites.

Of the respondents that have utilized ratings and review sites when choosing a doctor, many selected Google as a primary source (34 percent), followed by Healthgrades (17 percent), Consumer Health Ratings (13 percent), Rate MDs (13 percent) and Yelp (12 percent).

Millennials like to share their healthcare experiences online

The survey showed that consumers between the ages of 25-34 are the most active over social media and are more inclined to share their healthcare experience online. In fact, 60 percent of respondents ages 25-34 say they share their physician/hospital experiences via online platforms, including social media and online reviews. With the focus on patient-centric care, hospitals have begun to monitor and review social media posts as they do customer support calls. The survey finds that for all age groups (except for the 18-24 age range), Facebook is the most used channel to share their healthcare experiences. For consumers between the ages of 18-24, Twitter is the most used social media channel to share their healthcare experiences.

“Health” and “care” belong together when it comes to consumer expectations 

In today’s experience economy, patients have an expectation that hospitals will provide the best possible standard of care. If these expectations are not met, patients have a multitude of channels to share their thoughts, ratings and reviews. Simply put, patient experience and online reputation impact each other. As such, the “Healthcare Consumer Insight & Digital Engagement” survey examined, through multiple-answer questions, what factors matter most to patients when rating or evaluating a physician. The survey results revealed:

  • 48 percent of Americans, across all age groups, selected “a friendly and caring attitude” as the most important factor.
  • Whereas, 42 percent of Americans selected “thoroughness of the examination” followed by 40 percent of Americans who selected “ability to answer all my questions” as the most important factor.
  • Overall, 54 percent of women believe “a friendly and caring attitude” is the most important factor, while 43 percent of men believe “ability to answer all your questions” is the most important factor.

Time is a pain point for patients

Across the board, patients mentioned “time” as the most frustrating issue about visiting the doctor. The survey results show:

  • 48 percent of all ages 25 and above selected “wait time” as the most frustrating thing about visiting the doctor.
  • 41 percent of millennials between the ages of 18-24 selected “having to schedule an appointment” as the most frustrating thing about visiting a doctor.
  • In fact, millennials between the ages of 18-24 are three times more likely to be frustrated with “having to schedule an appointment” than any other age group.

When asked “what is one thing they think their doctor could do better,” nearly half (48 percent) of the respondents wrote quantitative time-related recommendations. Some responses include: reduced wait time, better scheduling of appointments, stop overbooking appointments, offer more availability, respond to patient calls faster, etc. In addition, more than a quarter (27 percent) of the respondents mentioned qualitative time-related recommendations, such as: make time to be friendlier and more caring, spend more time listening to my concerns and answering my questions, as well as, take the time to provide a better bedside manner, etc.

“The survey results verify that online ratings, reviews and social media need to be carefully monitored and evaluated by healthcare providers to remain competitive in today’s healthcare market,” said Aaron Clifford, senior vice president of marketing at Binary Fountain.  “Industry research shows online ratings and reviews do not indicate quality outcomes of the healthcare providers, however, they do provide insights on how patients are experiencing various aspects of care. Now more than ever before, healthcare organizations need to proactively manage their online reputation in an effort to improve patient experience and increase patient retention.”

To learn more about the survey results and download an infographic, visit: http://bit.ly/2AOppXM.

Survey Methodology

Sponsored by Binary Fountain, the “Healthcare Consumer Insight & Digital Engagement” survey was conducted by OnePoll, a marketing research company specializing in online quantitative research and polling, between July 14-19, 2017. Feedback was obtained from more than 1,000 U.S. adults who have a physician.

About Binary Fountain

Binary Fountain is the leading provider of patient feedback management solutions with one of the largest repositories of online patient reviews and surveys in the healthcare industry. Its patient experience platform is built on a proprietary healthcare-centric Natural Language Processing (NLP) engine that mines patient feedback from surveys, online ratings and review sites, social media, and other data sources. Through Binary Fountain’s signature solutions — Binary Health Analytics, Binary Star Ratings and Provider Social Index® — Binary Fountain provides healthcare organizations with actionable insights needed to improve patient satisfaction and loyalty, increase engagement and drive sustainable bottom-line results. Leading organizations, large and small, rely on Binary Fountain to understand the patient experience, drive comprehensive operational intelligence throughout their organization, and engage with their patients through innovative transparency and reputation management solutions. For more information, visit www.binaryfountain.com or follow Binary Fountain on Twitter @binaryfountain.

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Contact

Kenneth Brooks
Binary Fountain
kbrooks@binaryfountain.com
202.550.5725

Michiko Morales
Gabriel Marketing Group
Michim@gabrielmarketing.com
571.455.9996

About the Author

Kayla Zamary
Marketing Manager

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November 27, 2017

Binary Fountain’s Senior Vice President of Marketing Aaron Clifford to Speak at Next Generation Patient Experience (NGPX) 2017

A digital healthcare marketing expert, Clifford will chair the measurement and design track that provides best practices for health systems to create and evaluate patient experience programs. MCLEAN, VA. (PRWEB) NOVEMBER 27, 2017 WHAT:  The annual Next Generation Patient Experience Conference (NGPX) will bring together patient experience thought leaders and practitioners from around the country on November 28-30,…

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A digital healthcare marketing expert, Clifford will chair the measurement and design track that provides best practices for health systems to create and evaluate patient experience programs.

WHAT: 
The annual Next Generation Patient Experience Conference (NGPX) will bring together patient experience thought leaders and practitioners from around the country on November 28-30, 2017. The three-day conference offers six carefully curated healthcare tracks along with dozens of speakers to discuss healthcare culture and strategy, patient and family engagement, as well as patient experience innovation and technology.

Aaron Clifford, senior vice president of marketing for Binary Fountain, the leading provider of patient feedback management solutions with one of the largest repositories of online patient reviews and surveys in the healthcare industry, will chair the conference’s Measurement & Design Track. Aaron’s introductory remarks will cover emerging digital patient experience trends including Natural Language Processing’s role in helping healthcare systems quickly analyze and act on patient feedback from multiple data sources, including online reviews and surveys, to improve patient experience.

The track will feature senior executives from the Cleveland Clinic, Northwell Health and the Stanford Children’s Clinic, offering attendees guidance and insight into the tools and best practices for creating, managing and evaluating the efficacy of a health system’s patient experience programs.

NGPX’s Measurement & Design Track sessions include:

  • The Power of Patient Feedback
  • Understand the Role of Digital Innovation in Creating Your Patient Experience Strategy
  • Experience Mapping and Design: Mapping the Gaps in The Human Experience
  • Beyond CAHPS Scores: How to Creatively, Effectively and Efficiently Measure Patient Experience

WHEN: 
NGPX’s Measurement & Design Track
Wednesday, November 29, 2017, 1:10 p.m. – 2:50 p.m. PST

WHERE: 
Rancho Bernardo Inn
San Diego, CA 92128

WHO: 
Aaron Clifford, senior vice president of marketing, Binary Fountain
Aaron Clifford is the senior vice president of marketing for Binary Fountain. Clifford brings more than 15 years of experience in the healthcare industry to his current role. Clifford recently joined Binary Fountain from HCA, one of the nation’s leading providers of healthcare services, where he served as the senior director of digital marketing solutions. While at HCA, he created the vision for the organization’s enterprise-wide reputation management program and oversaw digital strategy for 171 hospitals, 119 free standing surgery centers, 830 physician clinics and multiple business units across the healthcare system. Clifford received his BS in management information systems from Trevecca Nazarene University and an MBA from Lipscomb University.

For more information about the conference and to register, visit: https://patientexperience.wbresearch.com/srspricing

About Binary Fountain 
Binary Fountain is the leading provider of patient feedback management solutions designed specifically for healthcare in a single cloud-based platform. Its patient experience platform is built on a proprietary healthcare-centric Natural Language Processing (NLP) engine that mines patient feedback from surveys, online ratings and review sites, social media, and other data sources to equip its customers with the actionable insights needed to improve patient satisfaction and loyalty, increase engagement and drive sustainable bottom-line results. Leading organizations, large and small, rely on Binary Fountain to understand the patient experience, drive comprehensive operational intelligence throughout the organization, and engage patients with innovative transparency and reputation management solutions. For more information, visit http://www.binaryfountain.com or follow on Twitter @binaryfountain.

About the Author

Kayla Zamary
Marketing Manager

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November 01, 2017

3 Ways to Leverage Patient Feedback To Gain A Competitive Advantage

  By Andrew Rainey  via Health IT Outcomes Healthcare providers agree delivering a better patient experience is important to remaining competitive in the marketplace. A recent study revealed 85 percent of healthcare systems believe “patient experience” is one of the top three priorities for their organizations, with 64 percent of healthcare organizations reporting they’ve seen an…

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By Andrew Rainey 
via Health IT Outcomes

Healthcare providers agree delivering a better patient experience is important to remaining competitive in the marketplace. A recent study revealed 85 percent of healthcare systems believe “patient experience” is one of the top three priorities for their organizations, with 64 percent of healthcare organizations reporting they’ve seen an increase in patient acquisition since starting patient experience initiatives.

However, in order to effectively improve the patient experience, healthcare organizations need to identify, analyze, and act on the issues affecting the multiple touchpoints of the patient experience. Below are three techniques which, with the right technology, can leverage patient feedback to engage and acquire more patients in the new consumer-driven healthcare market.

  1. Treat Online Reviews Like They Were Feedback Given At The Point Of Care

Your CAHPS surveys are no longer the only source of patient feedback. We are in a consumer-driven, digital world and the voice of the patient has migrated online. Patients are now sharing their experiences — good and bad — through online rating and review sites like Yelp, Vitals, and Healthgrades, as well as social media sites such as Facebook and Twitter. Similar to rating experiences with restaurants, hotel stays, and Amazon purchases, the 5-star rating resonates in healthcare. As a result, these reviews and ratings are impacting consumer choice in selecting physicians, clinics, and hospitals. This recent shift is causing healthcare systems to rethink their strategy for managing patient feedback.

As part of this initiative, healthcare organizations also need to adopt an engagement strategy for responding to online ratings, reviews, and feedback. When it comes to negative reviews, promptly performing online service recovery and creating a true dialog with the patient enables healthcare providers, physician practices, and medical groups to solve the patient’s issues while demonstrating a patient’s experience is top priority. Setting up alerts to help identify negative reviews will also help healthcare providers address patients’ concerns quickly. This provides healthcare organizations with the opportunity to turn an unhappy patient into an advocate and a negative review into a positive one.

  1. Analyze Patient Feedback To Uncover Opportunities For Operational Improvements

Take a holistic approach when analyzing your patient experience data. The breadth and depth of patient insights has expanded with CAHPS, online reviews and comments, and digital survey campaigns revealing a wealth of data that needs to be managed.

Considering the increasingly competitive market for patients, this puts more responsibility on healthcare organizations to provide the best patient experience. This means identifying areas where they need to improve, and doing it quickly. After all, there are multiple components involved in evaluating a healthcare experience. Therefore, root cause analysis can let you get to the core of an issue a patient has with your hospital, practice or provider.

For example, one facility we work with identified issues with making patient appointments. Drilling down deeper, they discovered the issue was routing calls — and they fixed it. It sounds like a simple issue, but patient experience scores increased after the change was made because it turned out, it was a common issue for many patients. Monitoring patient feedback and making the necessary adjustments can help optimize your online reputation, CAHPS scores, and your overall relationship with your patients.

  1. Use Patient Feedback Data To Increase Physician And Staff Engagement

Physicians and staff have a significant impact on patient experience and online reputation. Physicians are often skeptical of online reviews and some are simply unaware of any patient experience issues. However, they’re taught to rely on empirical evidence, data and outcomes. This is when patient experience metrics become an eye opener.

These metrics not only identify where doctors need to improve, they incentivize them to make changes for the better. Even brilliant doctors receive negative feedback on his or her bedside manner. Sharing patient experience reports that rank physicians within the practices can spark their competitive side — nobody wants to be rated with the lowest score. Also, sharing and celebrating positive feedback among staff is a motivator while using negative feedback as a teaching tool, and a way to hold staff accountable, can help drive a more patient experience driven culture. Patient experience data isn’t just a game changer— it’s a behavior changer.

As online rating and review sites continue to play a more influential role in healthcare decisions, there will be a greater level of expectation for healthcare providers to respond to patients’ comments and reviews in an appropriate manner. Proper control and management of online reviews will further enhance consumer engagement and strengthen a healthcare provider’s position in the market. With the right tools and strategies in place, healthcare organizations can dig deeper into the practices that are consistently ranking high on patient experience scores, and standardize best practices across an entire system. The time is now for healthcare providers to take full control of their online reputation to become an industry leader in building loyalty and driving new patient acquisition.

About the Author

Kayla Zamary
Marketing Manager

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October 31, 2017

Binary Fountain is Using Data Analytics to Rewrite the Book on Patient Care

via DC Inno Andrew Rainey, Binary Fountain’s executive vice president of strategy and corporate development, spoke with DC Inno regarding company growth and the D.C. tech community. Binary Fountain was selected as one of DC Inno’s 50 on fire D.C. area companies.

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via DC Inno

Andrew Rainey, Binary Fountain’s executive vice president of strategy and corporate development, spoke with DC Inno regarding company growth and the D.C. tech community. Binary Fountain was selected as one of DC Inno’s 50 on fire D.C. area companies.

About the Author

Kayla Zamary
Marketing Manager

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September 26, 2017

The Front Door Is NOT Your Hospital’s Website: Why Reputation Management Matters

Jane Weber Brubaker from eHealthcare Strategy & Trends interviews Elizabeth Davis, reputation manager at HCA. Hospitals and health systems think of their websites as the digital “front door” to their organizations, but before consumers get there, search engine results could steer them away to competitors with higher star ratings and more positive reviews. Reputation is everything. Read…

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Jane Weber Brubaker from eHealthcare Strategy & Trends interviews Elizabeth Davis, reputation manager at HCA.

eHealthcare Strategy and Trends articleHospitals and health systems think of their websites as the digital “front door” to their organizations, but before consumers get there, search engine results could steer them away to competitors with higher star ratings and more positive reviews. Reputation is everything.

Read the article.

About the Author

Kayla Zamary
Marketing Manager

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