Resources - Binary Fountain

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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.

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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

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Increasing Online Reviews the Right Way in Healthcare

When: Thursday, August 23, 2018 1:00 – 2:00pm EDT Hospitals and practices are quickly adopting email and text messaging testimonial campaigns to increase online reviews and patient volume. But there are lines you can cross in requesting reviews that could hurt your online reputation. In this webinar, you will learn the ins and outs of…

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When:
Thursday, August 23, 2018
1:00 – 2:00pm EDT

Hospitals and practices are quickly adopting email and text messaging testimonial campaigns to increase online reviews and patient volume. But there are lines you can cross in requesting reviews that could hurt your online reputation.

In this webinar, you will learn the ins and outs of review generation, best practices you need to follow, and why text messaging is trending for review acquisition.

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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Mill Creek Residential Increases Consumer Engagement By 65%

Case Study. Mill Creek Residential adopts Social Compass by Binary Fountain to more productively manage online reputation.

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Background

Mill Creek Residential develops, acquires and operates high-quality apartment communities in desirable locations coast-to-coast. They have developed more than 15,000 apartment homes across 50+ communities nationwide. They expect to deliver an additional 5,000+ apartment homes to their growing portfolio.

Opportunity

Mill Creek recognizes that prospective residents search for feedback on social media and review sites before shopping for their new home. In order to influence and attract new residents, they knew they needed to take steps to manage their online reputation.

Challenge

Mill Creek originally rolled out a different reputation management solution to 19 of their communities. The solution was too complex and time-consuming. The solution was not centralized therefore, users had to login to multiple sites to manage their work and community managers were not authorized to post responses. Mill Creek’s marketing team realized that team-based workflow inefficiencies was adversely impacting consumer engagement. As a result, response rates of reviews were less than 25%.

Solution

Mill Creek adopted Social Compass by Binary Fountain to help it more productively manage online reputation. The platform enables Mill Creek’s marketing team to manage their entire program, including team-based workflow tools that help manage the process of posting their marketing messages. ”Social Compass helps us drive engagement by enabling us to quickly and efficiently respond to reviews in a single platform across the company,” said Kellie Hughes, Vice President of Marketing with Mill Creek.

Results

Since implementing Social Compass in 2014, Mill Creek has increased their response rate by 65%. They continue to roll out Social Compass to their growing portfolio in order to efficiently manage their reputation company-wide.

About the Author

Kayla Zamary
Marketing

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How to Manage and Grow Your Multifamily Online Reputation

Webinar. Learn about online consumer trends impacting residential properties and how you can turn ratings and reviews into an advantage.

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Complimentary Webinar
Thursday, May 31
1:00 – 2:00 PM EDT

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Did you know 70 percent of consumers choose to visit a property because it has better online reviews? Your online reputation can make a difference, especially in a competitive market. Learn about online consumer trends impacting residential properties and how you can turn ratings and reviews into an advantage – whether you’re a team of one or many.

You’ll gain insights into how multifamily residences can:

  • Energize their online reputation
  • Reduce time spent managing review sites
  • Use text messaging and email marketing to increase online reviews
  • Respond to reviews to improve service recovery and protect their brand
  • Benchmark their online reputation against competitors

You’ll also get a brief introduction to the Binary Review Manager, Social Compass and Mobile Testimonial solutions that can help you manage online reviews and promote your properties.

About the Author

Kayla Zamary
Marketing

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Manage Online Reputation to Impact Revenue and Patient Experience

Webinar. Learn about online consumer behavior and reputation management trends. See how one practice manages its online reviews and patient experience survey data.

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Complimentary MGMA Webinar
On-Demand

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According to a recent study conducted by the Binary Fountain, 75% of healthcare consumers say online ratings and reviews influenced their decision when selecting a physician or provider. Practices can no longer afford to sit on the sidelines and hope that their online presence is positive.

In this webinar, you’ll learn about the latest trends in online consumer behavior and reputation management. We will show how one practice manages its online reviews and patient experience survey data to increase revenue and patient loyalty.

This 60-minute webinar will provide you with the knowledge to:

  • Illustrate the importance of online reputation for medical practices
  • Leverage patient experience survey data to drive improvement initiatives
  • Explain techniques for online reputation management

Presenters:

Britni Cullen
Vice President of Business Operations
KureSmart Pain Management

Nick LaRosa
Vice President, Sales and Marketing
KureSmart Pain Management

Aaron Clifford
Senior Vice President of Marketing
Binary Fountain

About the Author

Kayla Zamary
Marketing

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Defining the New Digital Front Door

Webinar. Learn how to define the elements needed to align your digital marketing with a patient’s journey to care.

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With 77% of consumers searching online before making an appointment with a provider, health care marketers are building the “digital front door” to help engage and acquire them. But what does a digital strategy look like for this when there are multiple touchpoints a consumer experiences before selecting a provider? This panel will help define the elements needed to align your digital marketing with a person’s journey to care.

In this webcast, presenters will discuss:

  • Top of the funnel entry paths–search (organic/PPC), local listings and third-party reviews–and common pitfalls to avoid.
  • What to consider for provider profile pages, “first-party” online reviews and appointment requests.
  • Metrics needed to help evaluate the progress of your program.
  • The lessons applied from this webcast can aid in optimizing your marketing strategy and investment and help patients in your community make one of their most important health decisions—finding the best services for their care.

Speakers:

Chris BoyerChris Boyer
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

Kayla Zamary
Marketing

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How It Works

Learn how Binary Fountain is helping healthcare organizations save time managing reviews, increase patient acquisition and loyalty, and improve the patient experience.

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Learn how Binary Fountain is helping healthcare organizations save time managing reviews, increase patient acquisition and loyalty, and improve the patient experience.

About the Author

Kayla Zamary
Marketing

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Creating a Hospitality-Influenced Reputation Management Strategy in Healthcare

Webinar. Learn what happens when a former executive from Starwood Hotels and Resorts takes over marketing at a physician practice.

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What happens when a former executive from Starwood Hotels and Resorts takes over marketing at a physician practice? Florida Orthopaedic Institute implemented a strategy for creating a 5-star customer experience – and attracting more patients – with online reputation management playing a vital role.

In this webinar, they’ll share the approach, tactics and technology platform behind their reputation management program including:

  • Adopting a high-touch approach for responding to patient reviews and surveys
  • Improving the customer experience across it 10 locations with digital patient feedback
  • Increasing online reviews and survey responses with email and mobile texting campaigns
  • Winning over physicians skeptical of online reviews

Whether you’re with a hospital or physician practice, you can take away lessons you can apply to your reputation management program.

Speakers:

Donna BossuytDonna Bossuyt
Director of Marketing & Customer Service
Florida Orthopaedic Institute

 

Kim Mott
Marketing & Customer Service Manager
Florida Orthopaedic Institute

About the Author

Kayla Zamary
Marketing

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Innovating the Digital Healthcare Consumer Experience

Webinar. Learn how Providence St. Joseph Health is innovating the digital consumer experience for the 3 million patients it serves annually.

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Webinar
Thursday, November 16, 12:00 – 1:00 PM CST
Hosted by Forum for Healthcare Strategists

 

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Digital tools and technologies are transforming the experience for consumers across industries—and healthcare is no exception. Are your organization’s digital initiatives meeting consumers’ expectations? In this complimentary webinar, sponsored by Binary Fountain, you’ll hear how Providence St. Joseph Health is innovating the digital consumer experience for the 3 million patients it serves annually.

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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Marketing Strategies for Patient Engagement and Acquisition

Webinar. Learn how to engage patients through their healthcare journey.

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Recorded Webcast
Duration: 1 hour

What You’ll Learn:
Digital healthcare consumerism is surging, forcing marketing leaders to adapt their strategies for driving patient acquisition and loyalty and system brand awareness. However, many haven’t implemented a holistic strategy to engage patients across their healthcare journey, starting with researching a symptom, “shopping” for a physician, all the way through managing online reviews. These healthcare systems are risking falling behind competitors, losing revenue and damaging their organization’s and physicians’ reputations.

This free webinar provides insights into shaping an integrated, winning strategy. You’ll learn:

  • Key factors patients evaluate when selecting a physician
  • Crucial gaps and pitfalls in marketing to patients
  • Recommended approach and tools for managing your initiatives
  • How HCA is engaging patients to drive greater acquisition

About the Author

Kayla Zamary
Marketing

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UnityPoint Health Achieves 50% Increase in Consumer Engagement with Transparency

Case Study. Learn how this health system improved its CAHPS score, influenced consumer engagement, and enhanced its brand image.

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Nearly 75% of Online Appointment Requests for Providers with Reviews

One of the nation’s most integrated healthcare systems, UnityPoint Health, provides care across an extensive network of locations throughout Illinois, Iowa and Wisconsin in nine large geographic regions that work together to access the resources of the UnityPoint Health network while providing compassionate care to the local community.

The Challenge

UnityPoint’s primary challenge was their patient experience scores—which had reached a plateau. Meanwhile, providers and staff lacked accountability. Also, while consumers fully relied on online reviews to make decisions, the organization’s online reputation was controlled by third-party review sites rather than by the providers themselves. UnityPoint needed to find a solution that would allow providers to take the lead in patient experience as well as improve the consumer experience to grow patient acquisition and loyalty.

Fortunately, the executives at UnityPoint Health understood the value of finding innovative ways to improve the organization’s patient experience. The marketing team energized their most recent approach by tying a transparency initiative to the organization’s overall business strategy and marketing objectives.

The Initiative

Driving the initiative, UnityPoint Health’s Regional Marketing Director, Kasey Duffy, and Marketing Manager, Blake Long, clearly saw transparency as a way for providers to take a leadership role in the organization and shape a positive patient experience. For this initiative, Duffy and Long also wanted to focus on the consumer experience.

“We knew we wanted to make choosing a provider as easy as possible for healthcare consumers, and we wanted to give them a clear picture of their options by presenting them with detailed feedback from previous patients,” said Duffy. “That’s where Binary Fountain came in.”

Before implementing Binary Fountain’s Binary Star Ratings platform however, the marketing team identified an executive and provider to champion the initiative as well as to help secure provider buy-in and prepare providers for the new operational processes. They then defined measurable objectives and tied in business strategy.

Empowering Consumer and Patient Experience with Transparency

Consumers today value credible, honest online reviews that provide the “entire picture” of a provider. Due to this, UnityPoint used their transparency initiative to capture consumer trust and improve patient acquisition. The healthcare organization sought Binary Fountain to help them do this as well as increase SEO and online presence by publishing a high volume of verified patient reviews from their Press Ganey patient survey data to their provider profile pages.

Outcomes

Continuing over a year now, the initiative has brought about dramatic success for UnityPoint Health. The marketing team surpassed their objectives, from seeing significant improvements in their CAHPS score on provider communications to influencing consumer engagement and enhancing the organization’s brand image.

“We believe we’ve helped empower healthcare consumers to seek out the best provider for their needs and empowered providers to improve the patient experience,” said Long. “Prospective patients are now spending 50% more time on our provider profile pages, and providers with reviews are receiving nearly 75% of all online appointment requests.”

UnityPoint Health is now leading the way in patient experience. Since the beginning of the initiative through to the end of 2016, the organization saw their provider communications scores increase from 92.1% to 95.2%.

Additionally, the initiative is helping them reach their goal of being the easiest health system to access. And with Binary Star Ratings, they can now effectively manage reviewing and publishing star ratings and comments.

“We needed a platform and company aligned with our goals of improving healthcare consumer and patient experience,” Long added. “Binary Fountain’s focus on healthcare, Press Ganey partnership and deep experience with transparency and reputation management made them a logical choice.”

About the Author

Kayla Zamary
Marketing

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