Resources: Webinars, Blogs, Case Studies | 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 Manager

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Willis-Knighton Text Messaging Campaign Boosts Immunization Awareness During COVID-19

Case Study. Learn how Willis-Knighton Health System successfully notified 45,000 parents about immunizations via text using Binary Fountain’s Messaging platform.

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willis-knighton-logo

The Problem

The web and digital management department at Willis-Knighton Health System manages about 100 websites, including hospitals, clinics, urgent care centers and its aging-in-place community.

Willis-Knighton was seeking additional ways to communicate with patients during COVID-19. As the virus progressed, pediatric parents were not keeping their children’s wellness visits, causing immunizations to fall behind.

The health system needed to send a TCPA-compliant message to remind parents of the importance of immunizations and invite them to make an appointment.

Most patient communications, such as follow-up information and requests for reviews, had been triggered by a visit. But the healthcare organization needed another method of mass messaging its patients and providers about important, timely information.

The Solution

Willis-Knighton engaged Binary Fountain’s Messaging platform to provide a fast, efficient process for sending these crucial patient communications.

First, Willis-Knighton crafted a message and sent a list of phone numbers pulled from its EHR system to the Binary Fountain team. The message included a link to a landing page that offered immunization information and informed parents/guardians that clinics were open.

Having already used Mobile Testimonial campaigns, configuration and setup for the “Immunization Reminder” campaign took under 10 minutes. On that same day, the text message was successfully sent to the phones of more than 45,000 parents or guardians.

The Results

Willis-Knighton’s front desk staff reported double its average number of calls that day and the following day in most of its pediatric clinics.

“Phones were ringing off the hooks in a vast majority of our clinics,” said Director of Web and Digital Management James Bobbitt. “Physicians were happy and clinics were happy that parents were calling to make sure they were up to date or schedule appointments.”

As testimony to the power of SMS campaigns, only 141 people unsubscribed from the texts following the immunization reminder campaign, or 0.4%. And there’s much more.

Click here to read the full case study about Willis-Knighton’s successful Messaging campaign.

About the Author

Kieran McQuilkin
Content Marketing Specialist

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How to Engage Physicians to Recover Lost Revenue from COVID-19

Webinar. Top healthcare communicators cover key strategies for engaging providers and recouping revenue lost during COVID-19 through digital tools.

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webinar-engage-physicians-covid-19Upcoming Webinar
Thursday, Aug. 27 – 11 a.m. PT, 2 p.m. ET
Duration: 60 Minutes

No matter what your specialties are, most healthcare groups have had two common experiences during COVID-19:

The first is a newfound reliance both on local listings and on fast, informative physician engagement. The second is a pressing need to rebuild revenue streams – which means rebuilding patient trust.

In this webinar, Shahid Shah, co-founder of Citus Health and publisher of Netspective Media’s digital health properties, joins David Elstein, senior communications specialist for the American Board of Orthopaedic Surgery. In a conversation with Binary Fountain EVP of Strategy & Corporate Development Andrew Rainey, they’ll cover key strategies for engaging providers, determining which financial losses are recoverable, and recouping lost revenue through reputation improvements and digital tools.

You will learn:

  • How and where Covid-19 is impacting revenue for healthcare systems.
  • How much of that lost revenue is recoverable, and through which channels.
  • Strategies for engaging patients and providers digitally, and which platforms to target.
  • Efficiently communicating with providers and finding business-line or marketing-based opportunities to rebuild patient trust.

Speakers:

  • Shahid Shah – Co-Founder, Citus Health; Publisher of Digital Health Properties, Netspective Media
  • David Elstein – Senior Communications Specialist, American Board of Orthopaedic Surgery
  • Andrew Rainey – EVP of Strategy & Corporate Development, Binary Fountain

About the Author

Kieran McQuilkin
Content Marketing Specialist

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Online Reputation Management ROI: Knowing Costs and Maximizing Returns for Your ORM Program

In this e-book, you will find online reputation management strategies that save on staff resources and costs while boosting ROI. Learn how to budget across your online presence, patient experience, and feedback management initiatives, and how to measure the quantitative impact of ORM investments along with high-level business metrics.

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Limited budget, time, and resources are ubiquitous among healthcare organizations, and the ability to prove return on investment is mission-critical for any reputation management program. Marketers must be able to focus on the areas with the greatest potential for measurable, scalable business outcomes, including an increase in patient base and gains in service-line revenue.

In this e-book, you will find proven ORM budgeting and resource-allocation strategies that save on staff resources, costs, and time. You will learn how to capture organizational buy-in with insights into precisely what various stakeholders are looking to gain from your ORM program.

To understand the key considerations for maximizing your healthcare organization’s investment in reputation management, we cover the following:

  • Budgeting across your online presence, patient experience, and feedback management initiatives.
  • Measuring key online reputation metrics across reviews, surveys, search rankings, and conversions.
  • Adopting technologies and processes to automate tasks and maximize your ORM budget.
  • Communicating the quantitative impact of ORM investments and their alignment with high-level business metrics.

About the Author

Kieran McQuilkin
Content Marketing Specialist

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Successful Mobile Testimonials: A Step-by-Step Guide to Impactful Online Reputation Improvements

With click-through rates averaging 36%, text messages present a rich opportunity to generate reviews and gather customer experience data. In this e-book, you will learn how to use mobile testimonial campaigns to increase response rates and inspire actionable feedback.

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With click-through rates averaging 36%, text messages present a rich opportunity to generate reviews and gather customer experience feedback. Yet less than half of businesses are currently equipped to engage consumers via text.

Do you have a strategy in place to make the review process seamless and intuitive for your customers?

In this e-book, you will learn how to meet customers in their most favorable moments for leaving reviews, in the channel where they are most likely to take action: SMS text messaging.

To understand the value of mobile testimonials, we explore the following areas:

  • The impact of online review volume, recency and authenticity on multi-location businesses.
  • Using text message campaigns to improve the quality and quantity of customer feedback.
  • Best practices to increase response rates, measure performance and analyze feedback data.
  • Successful mobile testimonial campaigns in action.

About the Author

Kieran McQuilkin
Content Marketing Specialist

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8 Steps to Rewire Customer Relationships Disrupted by Pandemic (ft. Jay Baer)

Jay Baer breaks down the steps marketers must follow to rebuild customer knowledge (including ratings and reviews), retrain your team, reconnect your nurture sequences, and regain your competitive advantage in the next normal.

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webinar-rewire-customer-relationships-jay-baer
On-Demand Webinar

Duration: 60 Minutes

Information creates understanding. Understanding reduces perceived risk. And risk reduction spurs purchase. That’s been true for thousands of years. But now, the information our customers used to have about us has vanished, due to the pandemic disruption.

Are you open? Do you sell the same things? How have your procedures changed? Is the price still the same? How does customer service work now?

None of this information is universally known by your customers and prospects any longer. In this next normal, we can assume nothing regarding what customers know about businesses. Which is why you must rewire your customer relationships, starting immediately.

Binary Fountain and Rio SEO have teamed up for a special live presentation that will give you the framework you need to immediately kickstart changes to your customer experience touchpoints.

In this session, you’ll hear from Aaron Clifford, SVP of Marketing at Binary Fountain, as well as Jay Baer. Jay is the founder of the marketing and customer experience consultancy Convince & Convert, author of six best-selling business books, and a Hall of Fame keynote speaker.

You will learn the steps you must follow to: rebuild customer knowledge (including ratings and reviews), retrain your team, reconnect your nurture sequences, and regain your competitive advantage.

Speakers:

  • Jay Baer, Founder of Convince & Convert and best-selling author
  • Aaron Clifford, Senior Vice President of Marketing, Binary Fountain

Register now to save yourself a seat for 8 Steps to Rewire Customer Relationships Disrupted by Pandemic. Can’t make it live? RSVP anyway and we’ll send you the recording.

About the Author

Kieran McQuilkin
Content Marketing Specialist

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Ask an Expert: How to Optimize Your Listings for COVID-19 Reopening

Webinar. Google My Business Product Expert and Steady Demand founder Ben Fisher joins Binary Fountain to cover the most important listings platforms and features to monitor as healthcare organizations look to resume services and reopen facilities in the wake of COVID-19.

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webinar-covid-19-reopening-listingsOn-Demand Webinar
Duration: 30 Minutes

Online listings are the cornerstone of healthcare marketing initiatives in the wake of COVID-19. But search algorithms, listings platforms and consumer behavior are changing by the day.

Which local listings strategies will most effectively rebuild consumer trust and bring patients back to your providers?

In this webinar, Ben Fisher, a Google My Business Product Expert and founder of local SEO and social media marketing agency Steady Demand, will join Binary Fountain experts to cover the most important listings platforms and features to monitor as healthcare organizations look to resume services and attract patients to facilities.

You will learn:

  • Which listings features healthcare marketers are using to keep consumers informed and engaged at a local level.
  • Key elements of Google Search and Google My Business that will improve your brand’s online presence and book more appointments for your providers.
  • Ways to promote telemedicine and other virtual services through third-party listings and social media.
  • How COVID-19 has impacted online reviews and ways to manage patient feedback across your listings.

Speakers:

  • Ben Fisher, Co-Founder, Steady Demand
  • Bridget Cardell, Account Director, Binary Fountain
  • Hannah Borchik, Account Director, Binary Fountain

 

About the Author

Kieran McQuilkin
Content Marketing Specialist

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Turning Surveys Into Patient Experience Insights

In this e-book, we explore best practices and tips for making the most of healthcare surveys. You will learn how to generate more responses, inspire actionable feedback, and use survey data to drive meaningful improvements in patient experience.

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In this e-book, we explore best practices and tips for making the most of healthcare surveys. You will learn how to generate more responses, inspire actionable feedback, and use survey data to drive meaningful improvements in patient experience.

Learn more here.

About the Author

Kieran McQuilkin
Content Marketing Specialist

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COVID-19 Reopening: How Your Healthcare Brand Can Emerge Stronger from the Crisis

Webinar. Stewart Gandolf of Healthcare Success joins Binary Fountain to discuss ways healthcare brands can prepare for reopening in the wake of COVID-19, offering data and actionable advice on changing online consumer behavior, content marketing, telemedicine promotion and monitoring employer brand.

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webinar-covid-19-reopening-healthcare
On-Demand Webinar
Duration: 60 Minutes

The digital marketing landscape is changing every day for healthcare professionals in the wake of COVID-19.

Is your brand prepared to update strategies and manage communications as states begin to reopen and consumers return to your facilities?

In this webinar, Stewart Gandolf, CEO of integrated marketing firm Healthcare Success, will join Binary Fountain’s Senior Vice President of Marketing, Aaron Clifford, to discuss ways for healthcare marketers to position their organization for success as we begin to emerge from the crisis.

We will offer data trends and actionable advice on changing online consumer behavior, content marketing best practices, strategies for promoting telemedicine, ways to improve employer brand, and more.

You will learn:

  • How to regain the trust of consumers who are hesitant to visit care facilities or schedule elective medical appointments.
  • New trends and strategies behind the rise of telemedicine, and how to effectively promote virtual services.
  • Ways to publish informative content, manage surveys and online reviews, and protect your employer brand in this new marketing environment.

Speakers:

  • Stewart Gandolf, CEO, Healthcare Success
  • Aaron Clifford, SVP of Marketing, Binary Fountain

About the Author

Kieran McQuilkin
Content Marketing Specialist

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How a Multi-Specialty Physician Group Leverages Patient Feedback

Webinar. In this webinar, we provide insights and strategies for using patient feedback to prioritize patient experience improvements at scale.

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webinar-steward-patient-feedbackOn-Demand Webinar
Duration: 45 Minutes

As the healthcare consumer journey continues to change, the best way to prioritize patient experience enhancements is to monitor real-time feedback across all your services – physical or virtual.

How do you identify high-priority practices and initiatives that will provide the best return on your investment?

In this webinar, we provide insights and strategies for using patient feedback to prioritize patient experience improvements at scale.

You will learn how a national multi-specialty group spanning 450 practices uses survey and review data to benchmark provider performance, garner buy-in for telemedicine initiatives, improve care outcomes, and more.

What we’ll cover:

  • Using data from surveys and online reviews to identify patient experience priorities.
  • Implementing healthcare process improvement programs at scale with limited resources.
  • Using patient feedback to benchmark practices and gain provider buy-in.
  • Reporting performance metrics and connecting patient experience to business objectives.

Speakers:

  • Joan Cox, Director of Patient Experience, Steward Medical Group
  • Andrew Rainey, EVP of Strategy & Corporate Development, Binary Fountain

About the Author

Kayla Zamary
Marketing Manager

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Healthcare Crisis Communications: Lessons Learned Through COVID-19

Webinar. We discuss lessons from working with large health organizations through COVID-19 and how to manage healthcare crisis communications without using up the valuable time of frontline staff and providers.

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On-Demand
Duration: 30 Minutes

healthcare-crisis-communications-zingtree

For healthcare organizations in today’s climate, it’s all-hands on deck with the influx of patients and inquiries related to COVID-19. What can we learn from the early ways that we’ve handled our patient communications, and how can we improve as this crisis continues to unfold?

In this upcoming webinar, our new partners at Zingtree join Binary Fountain to discuss learnings from working with health organizations like the Victoria Department of Health and Human Services, and how they’ve helped manage health services communications without using up the valuable time of frontline staff and providers.

We’ll highlight the uses and benefits of Zingtree’s interactive decision tree software, which allows healthcare providers to deliver the right information to the community by embedding an interactive guide on their website, specifically for COVID-19 crisis communications.

You will learn about:

  • The benefits of decision trees for administrative workflow and patient experience.
  • Examples of decision trees in action and how to use them in communications.
  • Specific support Zingtree is offering to Binary Fountain clients.

Speakers:

  • Guillaume Tarralle, Account Director, Binary Fountain
  • Brad Schieber, Vice President – Sales, Zingtree
  • Debbie McCormick, Customer Success, Zingtree

About the Author

Kayla Zamary
Marketing Manager

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