Tenet Health sees an estimated 4 million patients a year in its 65 hospitals and 475 outpatient centers, which cover nine states and 20 medical markets. As a leading innovator in multiple healthcare verticals, the health system understands the value of online reviews as a paramount component driving a positive patient experience.
In 2018, Tenet Health needed to update its online reputation practices to further enhance its reputation and transparency. Binary Fountain used its extensive healthcare reputation management experience to help Tenet Health build a program that included service recovery, reviewing and updating online information, and retraining staff to build a culture of excellence.
With Binary Fountain’s help, Tenet Health developed a solution that focused on:
- Publishing verified patient survey data to provider profile pages to demonstrate transparency with consumers
- Driving online review generation with mobile testimonials
- Standardizing online review responses with templated responses
The initiative launched with pilots in two markets to better understand workflow, impact and effectiveness of engagement.
The initial program followed three protocols to maintain posting accuracy at all times: a process of review, process of appeal and process of removal.
Putting these three guardrails in place was essential to protecting data accuracy and protecting Tenet Health’s providers, during the soft roll-out and when it expanded across all 20 targeted markets.
Binary Fountain aligned its review generation, reputation management and deep analytics resources with Tenet Health’s objectives to oversee the healthcare organization’s mobile review generation program. The program boosted several important KPIs, including:
- 800% increase in mobile review responses
- 89% of all reactions were 5-star reviews
- Average increase in star ratings increased by 14%
Binary Fountain also helped the healthcare system develop a long-term review management protocol to optimize transparency across the organization. It included establishing location benchmarks, streamlining the review request process, an expedited follow-up program and a provider honor roll.
Tenet Health’s mobile review generation program provided extensive insight into the company’s reputation at enterprise, practice and provider levels. The healthcare organization now can plot out reputation changes and identify data patterns based on doctors, staff or facilities. Tenet Health is using this intelligence to develop a specific plan of action based on feedback – one major step to improving service capabilities and overall patient experience.