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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 Manager

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How Prisma Health’s Transparency Program Increased Provider Appointments by 50%

Webinar. Prisma Health’s patient experience team will share transparency program strategies that led it to widespread physician buy-in and a transparent comment review and appeals process.

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February 20, 2020 – 1 p.m. EST
Duration: 60 minutes

When patient experience managers at Prisma Health saw how third-party reviews led the online conversation about their healthcare organization, they launched a plan to take back control of its digital reputation. To do so, they implemented a transparency program that leveraged first-party survey data to significantly boost web traffic and increase appointment requests by 50%.

In this webinar, Prisma Health’s patient experience team will share the roles and responsibilities assigned to different stakeholders, leading to widespread physician buy-in and a transparent comment review and appeals process.

You will learn how to:

  • Create a realistic timeline for your transparency journey from kick-off to go-live.
  • Identify the tenets of an effective communication plan during all phases of the transparency journey.
  • Select, train and empower physicians to serve in an influential role during all phases of the transparency journey.
  • Develop a comment review and appeals process that is consistent, simple and beneficial to the provider.

Speakers:

  • Theresa Varughese, Patient Experience Officer, Prisma Health
  • David Clinkscales, Patient Experience Program Analyst, Prisma Health
  • Mike Warstler, Sales Director – Healthcare, Binary Fountain

 

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About the Author

Kieran McQuilkin
Content Marketing Specialist

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Ask an Expert: Build a Winning Strategy for Listings Management

Webinar. Learn strategies for listings management that will save hours of work for your staff and boost your bottom line.

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On-Demand Webinar
Duration: 30 minutes

Is your company’s online presence up to date?

It’s never easy to manage online business listings when your organization has multiple locations, but more than two-thirds of consumers search the web for local businesses before making a purchasing decision or scheduling an appointment. Whether its 10, 100 or 1,000 venues, companies large and small need a strategy for claiming, correcting and maintaining listings if they want to attract new customers and retain current ones.

In this webinar, Binary Fountain Customer Success Manager Hannah Borchik and SVP of Marketing Aaron Clifford will lay out strategies for listings management that will save hours of work for your staff and boost your bottom line.

We’ll cover ways to prepare your team to publish location data, optimize SEO and increase search engine visibility, remove duplicate listings and much, much more.

You’ll learn how to:

  • Decide what resources are needed to build and maintain a robust listings management strategy.
  • Establish guidelines and processes that keep your staff informed and in control of your listings.
  • Use technology and services that help maintain your online presence with speed and accuracy.
  • Prepare to manage your online reputation once your local listings are active and updated.

Speakers

  • Hannah Borchik, Customer Success Manager, Binary Fountain
  • Aaron Clifford, Senior Vice President of Marketing, Binary Fountain

About the Author

Kieran McQuilkin
Content Marketing Specialist

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Trust and Transparency Through Binary Star Ratings

Webinar. Our latest upgrades to the Binary Fountain transparency solution make it easier than ever to view, manage and publish your survey ratings and reviews.

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On-Demand Webinar
Duration: 30 minutes

Is your organization looking to boost consumer trust and transparency? Publishing survey ratings and reviews on your provider pages is vital to developing a trusted voice in the consumer selection process. Our latest upgrades to the Binary Fountain platform make it easier than ever to view, analyze and manage that data.

To learn about the updates and to see why leading organizations use Binary Fountain, check out a product demo of our new-and-improved transparency solution. In this upcoming webinar, Senior Director of Product Management Chase Ausley and Sales Director Zargham Ghani will introduce its features – all focused on user-friendliness, simplicity and speed to help you increase workflow efficiency.

You will learn how to:

  • Use new features and functionalities – including an infinite scroll that enables you to access all providers or comments on a single page – that have been added to the platform.
  • Capitalize on optimizations to the user interface, making it simpler and more efficient to manage all your online reviews.
  • Get the most out of our transparency solutions by displaying ratings on your provider pages.

Speakers:

  • Chase Ausley, VP of Healthcare Products, Binary Fountain
  • Zargham Ghani, Sales Director, Binary Fountain

About the Author

Kieran McQuilkin
Content Marketing Specialist

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How to Create a Culture of Excellence Using Online Reviews and Transparency

Case Study. Learn how Tenet Health leveraged Binary Fountain’s technology to update its online reputation practices across three medical groups, further enhancing its reputation and transparency.

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Tenet_Health_logo

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.

The Challenge

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.

The Solution

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 Process

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.

The Results

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.

About the Author

Kieran McQuilkin
Content Marketing Specialist

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Improving Provider Reputation in Academic Medicine with Online Strategies

Webinar. Learn how Temple University Health System used patient feedback to improve the patient experience and increase patient acquisition.

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On-Demand Webinar
Duration: 60 minutes

Healthcare organizations recognize that they not only have to improve patient outcomes, but also improve the overall patient experience to outperform other local healthcare facilities with sustainable results.

The patients as consumers model has driven online care surveys and assessments to the forefront as organizations strive to better understand the patients they serve, beyond individual health profiles and treatment charts.

In this webinar, Temple University Health System will share how the patient experience department and marketing department worked together to analyze survey and digital patient feedback to improve the patient experience and increase patient acquisition.

You will learn how to:

  • Go beyond HCAHPS to gain deeper insight about patient experience
  • Gain physician buy-in across multiple facilities
  • Eliminate organizational silos between the marketing and patient experience departments
  • Measure the success of a reputation management and transparency program
Speakers:

  • Dwight McBee, Chief Experience Officer, Temple University Health System
  • Chelsea Murtin, Patient Experience Analytics Consultant, Temple University Health System

About the Author

Katrina Yang
Digital Marketing Strategist

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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.

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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

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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.

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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

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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.

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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

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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.

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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

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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.

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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

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