Resources | Binary Fountain

Resources

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.

See Details
Download PDF

 

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 Manager

Collapse

How to Create a Culture of Excellence with Reputation Management and Transparency

Webinar. Learn how Tenet Health successfully launched online reputation management across all 20 markets.

See Details

Watch Now
 
On-Demand
Duration: 60 minutes

In today’s competitive health care market, it can be difficult to implement and socialize a reputation management and transparency initiative across an entire enterprise health care organization. Tenet Health shares the main drivers that helped the organization successfully launch this initiative starting with a soft roll out to expanding across all 20 markets then implementing a provider honor roll to benchmark performance.

In this interactive webinar, Tenet Health and Binary Fountain will discuss:

  • Best practices for scaling a transparency and reputation management program
  • How to gain provider buy-in and socialize provider feedback
  • Managing patient feedback at scale across markets
  • How to create a culture of excellence with a provider honor roll
  • Benchmarking provider and facility performance across an entire system
  • And more!

About the Author

Katrina Yang
Digital Marketing Strategist

Collapse

How to Improve Employer Brand with Reputation Management Tools

Webinar. Learn how to make sure your brand stands out to potential employees by using a reputation management solution to manage your entire employer brand.

See Details
Watch Now

 

On-Demand
Duration: 30 minutes

Online reviews play a vital role in whether or not your business receives interest from highly skilled applicants. How can you navigate these reviews to determine if and how they can work in your favor? With reviews ranging from insightful to scathing, this does not always appear to be an easy task.

Join us for a webinar with Binary Fountain’s product experts to learn how to make sure your brand stands out to potential employees by using a reputation management solution to manage your entire employer brand.

We will also cover the following:

  • How to learn from employee feedback
  • How to improve your employer brand
  • Best practices for responding to reviews on sites like Glassdoor and Indeed
Speakers:

  • Pallavi Kapnadak, Director of Product Management, Binary Fountain
  • Jeremy Lowry, Product Manager, Binary Fountain

About the Author

Katrina Yang
Digital Marketing Strategist

Collapse

How to Drill Down into the Resident Experience with Root Cause Analysis

Webinar. Learn how Root Cause Analysis tool allows multifamily properties to drill down into the resident experience and identify the source of the issues impacting a property’s performance.

See Details
Watch Now

 

On-demand Webinar

Duration: 30 minutes

Does your multifamily property keep running into the same challenges over and over again? Perhaps your solutions to this point have only been scratching the surface of a much larger issue internally.

In this webinar, Binary Fountain’s Director of Product Management Pallavi Kapnadak will show how our Root Cause Analysis tool allows multifamily properties to drill down into the resident experience and identify the source of the issues impacting a property’s performance based on analysis of unstructured feedback and reviews.

You’ll learn how to:

  • Leverage natural language processing (NLP) capabilities to provide insights from unstructured comments and highlight issues most important to residents.
  • Analyze insights and breakdown resident sentiment across dozens of themes at any level within your organizational hierarchy.
  • Quickly identify areas of improvement and areas of strength through customized reports.
Speakers:
  • George LaDue, Sales Director, Binary Fountain
  • Pallavi Kapnadak, Director of Product Management, Binary Fountain

About the Author

Katrina Yang
Digital Marketing Strategist

Collapse

Empowering Patient Feedback: A Discussion with Cleveland Clinic

Webinar. Learn how Cleveland Clinic’s new initiatives help develop a strong provider-patient relationship and deliver outcomes that matter.

See Details
Watch Now

 

On-Demand Webinar
Duration: 30 minutes

Providing a quality experience for patients means accounting for every single touchpoint in the care journey. From the initial phone call or online appointment experience, to receiving care, to the follow-up and all the transitions in between, there are countless opportunities to develop a strong provider-patient relationship and ultimately, better clinical outcomes.

Providers need to look to new methods to engage with and win the trust of patients and families, optimize the increasingly prevalent digital experience and deliver outcomes that matter.

In this webinar, we’ll look at new initiatives from Cleveland Clinic and Binary Fountain that will give providers a new perspective of patient experience and explore how to better treat patients as a stakeholder within their organizations, instead of simply a consumer.

We’ll answer important questions, such as:

  • How do renowned organizations like Cleveland Clinic keep the patient experience at top of mind, from administrator to physician levels?
  • What is the reality of patient experience in the minds of patients?
  • What are the tools, channels and feedback analysis healthcare organizations need to be doing to provide an optimal experience?

Speakers:

  • Kate Slonaker, Vice President of Growth Initiatives, Binary Fountain
  • Carol Santalucia, Director of Business Development, Office of Patient Experience at Cleveland Clinic

About the Author

Katrina Yang
Digital Marketing Strategist

Collapse

Getting to the Root of the Problem: A Demo of Root Cause Analysis Solutions for Healthcare

Webinar. Learn how Root Cause Analysis tools allow healthcare organizations to drill down into patient experience issues by analyzing unstructured reviews.

See Details
Watch Now

On-Demand Webinar
Duration: 30 minutes

Does your healthcare organization keep running into the same obstacles over and over again? Perhaps your solutions to this point have only been scratching the surface of a much larger issue internally.

In this webinar, Binary Fountain’s Director of Product Management Pallavi Kapnadak will show Root Cause Analysis tools allows healthcare organizations to drill down into patient experience and identify the source of the issues impacting a location or provider’s performance based on analysis of unstructured feedback and reviews.

You’ll learn how to:

  • Leverage natural language processing (NLP) capabilities to provide insights from unstructured comments and highlights issues most important to patients.
  • Analyze insights and breakdown patient sentiment across dozens of healthcare themes at any level within your organizational hierarchy.
  • Quickly identify areas of improvement and areas of strength through customized reports.

Speakers

  • Zargham Ghani, Sales Director, Enterprise Healthcare, Binary Fountain
  • Pallavi Kapnadak, Director of Product Management, Binary Fountain

About the Author

Katrina Yang
Digital Marketing Strategist

Collapse

Successfully Implementing Healthcare Reputation Management Strategies at the Enterprise-Level

Case Study. Learn how Tidewater Physician Multispecialty Group increased total review numbers by 167%, improved Patient Feedback Scores by 15% and expanded web impressions by 32% using listings and review management tools.

See Details

 Tidewater Physicians Multispecialty GroupTidewater Physicians Multispecialty Group, formerly Tidewater Primary Care Physicians, P.C., formed in 1992 with four primary care medical groups in Newport News, Hampton, and Yorktown, Virginia. Today, TPMG includes over 220 primary care, specialty physicians, and advanced practice clinicians who provide care to patients throughout southeastern Virginia.

Their mission is to provide superior healthcare that is responsible, physician-directed, and dedicated to keeping their patient’s best interests foremost.

TPMG’s team of expert physicians, nurse practitioners, physician assistants, nurses, medical assistants, diagnostic staff, and non-clinical staff all work together to provide consistent, compassionate, high-quality medical care. They pride themselves on being patient-friendly and dedicated to helping patients maintain optimal health.

Challenges

The managers and marketing staff at TPMG faced several critical challenges throughout the online reputation management initiative: 

Challenge #1: Managing Online Communications at Scale

TPMG’s biggest challenge was finding an online reputation management tool that allowed the company to monitor and respond to all patients in one place. TPMG operates over 75 offices with 220 healthcare providers throughout southeastern Virginia, so having one tool to manage its reputation management was crucial to responding to every patient need online. 

TPMG also recognized the value in analyzing the data aggregated in digital surveys and reviews, as well as the ability to benchmark statistics to demonstrate growth and evaluate against competitor performance. 

However, the sheer number of online review sites makes it virtually impossible to effectively harness and analyze all available intelligence as well as consistently respond to all user input, both positive and negative. To systematically manage patient feedback, proactively react to market trends and boost its brand reputation, TPMG needed a single, centralized data capture and analysis solution.

Challenge #2: Lacked Engagement from Patients and Greater Community

TPMG recognized that, despite receiving recognition regionally for their facilities and care, the communities they were located in were often being overlooked for competitors. The staff concluded that its online presence and local SEO strategy needed to be overhauled to increase community engagement and address local concerns.

Solutions

Solution #1: SEO Optimizations Helped Put TPMG in the Public Sphere

Using Binary Fountain listings solutions, TPMG was able to optimize nearly 100 Google My Business pages for physicians’ offices within the network. Previously, many of the same offices in the network were competing with each other over local SEO space. But by claiming properties and carefully narrowing down search results, these listings were no longer overlapping with each other and citation accuracy improved from 57 percent to 99.4 percent.

By implementing Star Ratings from Binary Fountain, physicians were able to pinpoint areas of improvement to focus on and were able to climb online rankings much faster than previously before.

Solution #2: Improving Patient Experience with Reviews

TPMG’s increased focus on generating more patient reviews at all locations and built their internal organization based on the results from these changes. 

Now, doctors were held accountable for negative comments and given feedback on how to improve patient care, and there was an increased focus within the hiring process of finding candidates that matched well with what patients expect from their medical practice. 

Additionally, benefits and bonuses for current employees were tied to new performance metrics and patient satisfaction, encouraging everyone to do their best and provide quality service at every level of care.

Solution #3: Binary Fountain’s Health Analytics was used to benchmark results

With the implementation of these new initiatives, TPMG needed a way to track progress and measure success to ensure they were making the most of their investment. 

Binary Health Analytics allowed managers to track results in automated reports on a monthly basis, giving them insight into direct patient feedback and a glimpse at how they stacked up compared to the care provided by competitors. 

The reports were what gave staff motivation to improve because they could track measurable data to see how the changes were making a difference in the quality of care they provided. 

Results

By implementing a complete reputation management and listings solution, TPMG was able to improve patient experience and engagement metrics across the board:

Listings

TPMG took over all Google My Business pages associated with their offices and physicians, allowing them complete control to update information and improve SEO rankings for all pages. As a result, total web impressions rose by 34.5 percent and total web actions rose 79.5% (including clicks for the main website, directions and contact information). This meant that not only were they getting more attention online, but their audience was more engaged and interested in finding out more about their healthcare providers.

Reviews

The managers at TPMG took Star Ratings to heart and implemented reviews and patient feedback at every level of the organization. As a result, the overall Patient Feedback Score (PFS) increased 15.38 percent, Star Rating Scores increased by 11.9 percent, and the total number of reviews grew to 167 percent.

The new reports were based on measurable analytics from patient feedback, not abstract suggestions from colleagues, which made it easier for physicians to see how much of an impact performance was having on their business and what they could do to improve the quality of their care.  

Giving the data to physicians helped establish a benchmark for success within the organization and helped in establishing goals and guidelines for all staff to meet.

Marketing Campaigns

In addition to the benefits to the healthcare providers, the marketing team took insights from reviews and patient analytics to create new campaigns for targeted audience demographics.

The marketing team could determine from the results of patient feedback that certain demographics responded to different messages in regards to healthcare than others. For example, older patients who need particular specialists weren’t engaging with TPMG for the kinds of care they needed. 

The TPMG team crafted new marketing campaigns for these target demographics to demonstrate that their needs could be served at their facilities. The campaigns were successful in bringing in more patients, and specialists reported greater engagement with these groups.

“[TPMG] has much more insight into even the smallest details–it’s really changing everything we do” 

Paula Lumsden, Marketing Director at TPMG

 

About the Author

Kayla Zamary
Marketing Manager

Collapse

Using Digital Feedback to Improve Patient Trust and Satisfaction

Case Study. Learn how TUHS exhibited its commitment to exceptional patient care and service excellence throughout all of its facilities with the help of Binary Fountain’s Star Ratings solution.

See Details
Read The Full Case Study

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

About the Author

Kayla Zamary
Marketing Manager

Collapse

What Renters Want: An Analysis of the Resident Journey

Webinar. Review Binary Fountain’s 2019 renters survey results and uncover some of the most surprising findings.

See Details
Watch Now

 

On-Demand Webinar
Duration: 30 minutes

When it comes to finding an apartment, where do consumers look for information and who do they trust for advice?

Binary Fountain’s 2019 Renter Insight and Digital Engagement Survey asked more than 1,100 current and prospective renters to give us their perspectives on a variety of important topics, such as online reviews and listings, referrals, pain points and must-haves for a new apartment.

In this webinar, Binary Fountain’s Executive Vice President of Strategy and Corporate Development Andrew Rainey will go through the results and uncover some of the most surprising findings from the survey, including:

  • The biggest pain points for renters during the apartment search
  • How renters search for and use information in the apartment search
  • The top apartment listing sites used by renters

Speaker:

  • Andrew Rainey, EVP of Strategy & Corporate Development, Binary Fountain

Want to review our e-book Binary Fountain’s 2019 Renter Insight and Digital Engagement Survey? Download this e-book here.

About the Author

Katrina Yang
Digital Marketing Strategist

Collapse

Ask an Expert: Panel on Reputation and Listings Management for Businesses

Webinar. Get all of your questions answered while learning best practices for managing your online listings and reviews from the best in the industry!

See Details

 

On-Demand Webinar
Duration: 45 minutes

 

Have you ever wondered how to generate more positive online reviews for your business? Are you struggling to get your business listed higher than your competitors on Google? Now’s your chance to get all of your questions answered while learning best practices for managing your online listings and reviews from the best in the industry!

 

In this webinar, we will bring together several experts who will be available to take on all of your burning questions about reputation management and listings management, including:
  • Reed Smith, Jarrard Phillips Cate & Hancock
  • John Musser, Sport Clips
  • Aaron Clifford, Binary Fountain
  • Krystal Taing, Rio SEO

 

Some of the great questions that were asked, including:

  • What is the most important aspect of SEO when it comes to ranking higher in Google?
  • With our franchisees so busy running their locations, if they have limited time, what efforts would be most impactful in helping them rank organically in the local map pack?
  • How do I combat a negative reputation on Yelp?

 

RSVP now to watch this on-demand webinar!

About the Author

Katrina Yang
Digital Marketing Strategist

Collapse

Leveraging Online Reputation Management to Drive Resident Satisfaction

Case Study. Learn how Camden Property Trust uses the data stored and analyzed in its Social Compass solution to improve the efficiency and effectiveness of its entire internal staff.

See Details
Read The Full Case Study

Camden Property Trust, headquartered in Houston, Texas, owns and operates more than 162 rental communities and manages more than 54,000 apartment homes nationwide.

The Challenges

As a large, customer-focused multifamily property management firm, Camden faced two critical challenges throughout the online reputation management initiative.

Challenge #1: Consolidate Online Feedback

Camden’s biggest challenge was finding an online reputation management tool that allowed the company to monitor and respond to all customers in one place. The company recognized the value in analyzing the data aggregated in digital surveys and reviews. However, the sheer number of social media and online review sites makes it virtually impossible to effectively harness and analyze all available business intelligence as well as consistently respond to all user input, both positive and negative.

To systematically manage and respond to customer feedback, proactively react to market trends and boost its brand reputation, Camden needed a single, centralized data capture and analysis solution.

Challenge #2: Respond Directly To Reviews

Camden recognized the importance of having internal staff members reply directly to customers filling out online reviews and surveys. When screening through other online reputation management resources, the company realized that most digital solutions require using their own personnel to reply to surveys.

As a company that prioritizes customer service excellence, Camden required a third-party strategy that fully aggregated and analyzed all relevant intelligence, yet still empowered their team to directly engage with customers to respond and expedite resolution of any identified issues.

The Solutions

Solution #1: Binary Fountain’s Social Compass Solution

Camden collaborated with Binary Fountain to develop a customized online reputation management solution using their proprietary data platform, Social Compass.

Designed explicitly for use in the multifamily property management vertical, Social Compass collects consumer feedback from multiple online resources including ratings and reviews, surveys, social media sites and Camden’s own online portal, MyCamden.

Social Compass leverages deep analytics, reporting and benchmarking tools, coupled with its exclusive natural language processing (NLP) technology for full-scale, accurate and actionable insight on customer engagement and satisfaction levels.

Binary Fountain’s Social Compass solution delivered several mission-critical benefits including:

  1. Customized Scoring Process
  2. Streamlined Workflow
  3. Deep Resident Analytics

Solution #2: Camden Team Manages Feedback Responses

Allowing users to respond directly to ratings and reviews is a significant differentiator for Social Compass. Other online reputation management resources manage all responses externally. Camden uses Social Compass to require a 24-hour response time and equips designated users to engage with consumers directly.

Camden leveraged this unique feature to connect with their customers in a more meaningful way, demonstrating their commitment to customer service excellence and further promoting their brand identity as a multifamily property management company that listens to their customers and is ahead of market demand and trends.

Results

Camden recognized several significant findings and results when using Social Compass. Camden used data from Social Compass to meet their Online Reputation Goals. Camden was able to use the findings from this data to:

Make Operational Changes

Social Compass equips Camden with the data and insight needed to make operational changes throughout the organization. For example, Social Compass intelligence can analyze customer feedback to determine specific areas of improvement.

Justify Capital Expenditures

Camden also used Social Compass information to identify investment opportunities and needs throughout its communities. The information collected in the data capture system showed a trend at one property where residents were consistently making negative comments about the size and upkeep of its community pool.

In the first year of implementing reputation management solutions, the company identified the issue and was able to use capital funds to expand and update the pool, resulting in a 15 percent increase in resident satisfaction in pool operation.

Enhance Employee Training

Most importantly, Camden was able to use the data stored and analyzed in its Social Compass solution to improve the efficiency and effectiveness of its entire internal staff.

Camden created several specific training seminars and modules as a direct result of its Social Compass information. Employees had access to extensive internal resources that helped them respond to reviews appropriately

Additionally, Camden used the insight offered from the data system to provide communities with tips and suggestions on how to leverage differentiators that most resonate with prospects, stand out in the market and provide exemplary levels of customer service, ultimately contributing to the company’s overall success.

About the Author

Kayla Zamary
Marketing Manager

Collapse

Request a Demo