Temple University Health System Case Study | Binary Fountain

Using Digital Feedback to Improve Patient Trust and Satisfaction

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The rapidly increasing surge in online data has prompted healthcare providers like Temple University Health System to partner with data capture experts for customized digital intelligence solutions to drive successful patient engagement.

 

The Challenges

Temple University Health System (TUHS) faced two distinctive challenges throughout their initiative:

Challenge #1: Go Beyond HCAHPS To Gain Deeper Insight About Patient Experience

TUHS’ primary challenge was to exhibit its commitment to exceptional patient care and service excellence consistently throughout all of its facilities. TUHS consistently utilizes standardized HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) across three specific clinician groups: Temple University Physicians, Temple Physicians Inc., and Fox Chase Medical Group.

Designed to gauge patient care perceptions in a hospital environment, the HCAHPS survey is the country’s first national standardized data capture tool and is often considered adequate by national healthcare organizations looking to improve its brand image.

However, in the face of rising consolidation and competition throughout the Philadelphia region, TUHS recognized the need to broaden the scope of its data-gathering efforts to best serve local patients where issues such as food insecurity, homelessness, addiction, and government welfare often impact care access, making extending consumer intelligence vital to elevate care practices.

Challenge #2: Get Physician Buy-In

TUHS recognized two physician-related challenges once the Binary Star Rating program was launched. The first issue related to getting doctors across every group who were uncertain about the process engaged in the initiative. Additionally, beyond individual physician buy-in, TUHS quickly realized that partnering with three distinctive medical groups required successfully navigating through three distinctive corporate cultures.

Despite operating under a single organization umbrella, every group would need a completely unique service approach to optimize results.

The Solutions

Binary Fountain collaborated closely with TUHS stakeholders to effectively mitigate each challenge:

Solution #1: Binary Fountain’s Binary Star Rating Program

TUHS partnered with Binary Fountain to automate survey intelligence using its innovative Binary Star Rating solution with all three individual physician groups.

As a leading healthcare data capture resource, Binary Fountain uses cutting-edge technologies and its proprietary natural language processing (NLP) software to help large enterprise healthcare brands gain full-scope patient service and care analytics.

Binary Fountain’s NLP technology analyzes unstructured survey responses with an accuracy rate greater than 90 percent, effectively turning qualitative data into quantitative business intelligence for a deeper, more meaningful conversation about actual patient experience.

Binary Fountain’s Star Rating solution offered TUHS access to three program differentiators:

  • Physician Directory Pages: The program publishes individual provider directory pages with online ratings and reviews to boost online engagement with patients.
  • Survey Verification: The Binary Fountain team verifies and publishes dynamic survey information to specific physician directory pages, establishing provider reputation and helping consumers make an informed decision when selecting a provider.
  • Build Transparency And Patient Trust: The solution delivers optimal survey transparency, helping TUHS build trust with patients when displaying all relevant provider data.

Solution #2: Customized Processes For Each Medical Group

TUHS recognized that a tailored solution was necessary to meet the needs of each of the healthcare groups. TUHS partnered with Binary Fountain to fully understand the critical cultural dynamics of Temple University Physicians, Temple Physicians, Inc., and Fox Chase Medical Group, allowing teams and departments to move forward at a pace that suited each group best.

Results: Measuring The Success Of Transparency

TUHS tracked and analyzed several survey statistics that compared 2017-2018 captured data to 2018-2019 captured data. Every category demonstrated a significant positive change across every group. Some key findings and results from the Binary Star Rating initiative included:

  1. Elevated Organizational Transparency
  2. Patient Feedback Score Benefits
  3. Recognize And Reward Excellence
  4. Eliminate Organizational Silos
  5. Improve General Best Practices

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