Resources | Binary Fountain

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Latest case studies, webinars, and blog posts

Murfreesboro Medical Clinic and Surgicenter Increases Patient Review Volume by 500% with Binary Fountain

Case Study. Learn how Murfreesboro Medical Clinic and Surgicenter implemented a mobile review generation solution to increase review volume by 500% over 6 months.

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Murfreesboro Medical ClinicMurfreesboro Medical Clinic and Surgicenter (MMC) is the single largest multispecialty clinic in the city of Murfreesboro. It is a physician-owned multi-specialty group offering patients access to primary care services, as well as 20 different specialties. The facility offers patients a single-source solution for all their medical needs, although it also operates two satellite walk-in clinics.

MMC has served patients in the area for almost 70 years and employs 80 physicians with a total of 120 medical professionals, including nurse practitioners and other staff. The city of Murfreesboro is located in one of the fastest growing counties in the United States with a significant influx of new residents.

The Challenge

Patients have greater access to information to help them make decisions concerning medical care providers today thanks to the internet. Online reviews and reputation can have a significant impact on a facility’s success or lack thereof, a fact that MMC learned to their detriment.

Binary Fountain’s offerings helped MMC accomplish their need to move away from the facility’s paper survey system. Paper surveys were available for patients to fill out in the waiting room. The facility had no online focus and only a single patient advocate to follow up on reviews and ratings. They began to notice a marked drop off in patients completing in-house surveys and a surge in online reviews, particularly patients going to Facebook to post negative experiences.

The facility’s marketing department determined they needed to learn how to manage online reviews and discovered Binary Fountain. Binary Fountain’s solution was presented to the board at the ideal time. The need to mitigate the damage from the Facebook post combined with the decline of paper survey completion created an urgency for managing online reviews.

The Initiative

Originally, managing patient reviews did not fall under the purview of marketing. It was the responsibility of the facility’s single patient advocate. However, as more and more negative reviews accumulated, it became marketing’s obstacle.

Murfreesboro Medical Clinic and Surgicenter chose Mobile Testimonials as the tool of choice to help begin repairing their online reputation and manage the online conversation surrounding their brand.

Changing the Conversation and Generating More Reviews

Prior to using Binary Fountain’s Mobile Testimonials platform, MMC had no means for patients to provide feedback on their experience other than their outdated paper survey in the waiting room. There was no digital platform for patients to use; leaving reviews on the facility’s Facebook page was the only recourse available to patients.

MMC opted to roll out a text-based feedback program. The first step was to build patient awareness. They accomplished this by posting notices within the waiting room, the restrooms, and throughout the rest of their facility alerting patients to the fact that they would begin to receive text communications from the facility. As awareness grew, so did patient acceptance, even eagerness to participate.

The Outcome

Using Binary Fountain’s tools and central dashboard, MMC was able to achieve considerable success. Within mere months of instituting its new text message campaign, the facility’s Facebook rating improved from 2.9 to 4.1. The facility’s Patient Feedback Score (PFS) rating rose from 3.1 to 4.2. In addition, the facility’s open rate/conversion rate has increased by 2% since May 2018.

One of the most startling changes has been a dramatic increase in review volume. MMC’s number of reviews has grown significantly since implementing Binary Fountain’s solution. From November 2017 through April 2018 (when the Mobile Testimonials solution was introduced), the facility saw 1,498 reviews. From May 2018 through November 2018, the facility has received 6,945 reviews, marking a 500% increase in review volume.

MMC’s PFS score has also increased substantially since taking control of their brand and the conversation surrounding it. From November 2017 through April 2018, the facility’s PFS score was 3.4. From May 2018 through November 2018, it rose to 4.1, marking a 20.59% increase.

The success with Binary Fountain has created numerous changes within MMC. Reports are shared with the board quarterly, where the competitor feedback score and performance review allow accurate benchmarking. The facility is leaving more personalized feedback to reviews as well in an effort to improve the overall patient experience. Physicians have been happy with the reviews they see and marketing is now delivering monthly reports to each department highlighting patient reviews and enabling agile actions and responses based on feedback concerning real-world scenarios.

The data has shown that in many instances, a negative review has little to do with the physician, and more to do with the rest of the patient’s experience at the facility, including with front-office staff, wait times, insurance, and even with situations in the parking lot.

Not all reviews are receiving responses and MMC is working to improve their response rate, as well as the level of personalization for each response, whether the review is positive or negative.

Ultimately, Binary Fountain’s Mobile Testimonials solution has driven home the importance of patient reviews and online reputation management while enabling better access to real-time information and improving the facility’s ability to respond and engage with patients.

Want to learn how Mobile Testimonials can help your organization increase review volume? Schedule a demo today to see it in action.

About the Author

Kayla Zamary
Marketing Manager

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Uncovering Nuances in Healthcare Data Analytics to Improve the Patient Experience

Webinar. Learn how OSF Healthcare partnered with Binary Fountain to unify their patient feedback and response process by responding to feedback publicly and providing patients with a superior healthcare experience through open access to data and community reviews.

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Patients today have more choices and information available when selecting the best provider for their care than ever before. Because of this, they have come to expect a greater level of interaction and transparency when making important purchasing decisions online.

With the rise of online review sites and health care related searches on the web, it is vital for organizations to build up their online reputation by consulting patient’s feedback to guide improvements to their experience.

In this webinar, we’ll look at how OSF Health Care partnered with Binary Fountain to unify their patient feedback and response process by responding to feedback publicly and providing patients with a superior health care experience through open access to data and community reviews.

You’ll learn how to:

  • Improve patient satisfaction by making your organization transparent and responsive to feedback.
  • Uncover missing opportunities to generate reviews and manage reputation in a range of online marketplaces.
  • Use data-driven insights from patient reviews and develop actionable strategies based on these reports.
Presenters
Michael-Vujovich
Jeremy Lowry

Michael Vujovich
Director of Digital Marketing
OSF Healthcare

Jeremy Lowry
Product Manager
Binary Fountain

About the Author

Kayla Zamary
Marketing Manager

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How to Make Multifamily Property Listings & Reviews Work for You

Webinar. Learn how online listings and reviews impact potential residents’ impression of your properties and how property managers can outsmart their competition and bring in more business with critical reputation management strategies.

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On-Demand Webinar

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As they search online for multifamily housing options, prospective residents will first be exposed to your brand through your business listings and reviews of your properties.

With an understanding that first impressions can make or break a business, property managers are increasingly utilizing online reputation management strategies to ensure their listings are easy to find and their reviews truly reflect their brand.

Because your competitors are already successfully implementing these tools, the question becomes not “Should you invest in reputation management?” but “How can we do it better?”

In this webinar, we will discuss how online listings and reviews impact potential residents’ impression of your properties and how property managers can outsmart their competition and bring in more business with critical reputation management strategies.

You’ll learn how to:

  • Optimize your business listings on Google and other search engines
  • Utilize resident reviews to make operational improvements and decrease vacancies
  • Generate more reviews and supercharge your marketing campaigns
Presenters:
Chase Ausley
George LaDue

Chase Ausley
Senior Director of Product Management
Binary Fountain

George LaDue
Senior Director of Enterprise Sales
Binary Fountain

About the Author

Kayla Zamary
Marketing Manager

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Does Patient Feedback On Online Review Platforms Correlate To Patient Satisfaction Survey Feeds?

Case Study. Learn how this large health system partnered with Binary Fountain to determine the consistency of patient feedback across online reviews sites and surveys.

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Background

This large health system delivers nationwide medical care at hospitals and multiple practice locations. A leading provider across multiple medical specialties, the large health system (comprised of practitioners and administrative staff) makes millions of patient engagements annually, putting both cutting-edge care and exemplary patient service as top priorities.

Opportunity

Amid continued branch expansion, the large health system identified a mission-critical goal to sustain its reputation as a prominent provider of world-class medical care, delivering an unparalleled visitor experience that both maintained its current patient base and encouraged new patients to visit its national network of medical facilities.

Challenge

The large health system had one primary challenge: to maintain and enhance the industry-leading patient care excellence that had become synonymous with the brand, while also staying in step with rampant national corporate growth. They recognized that the best way to gain comprehensive insights into current consumer satisfaction levels was to aggregate feedback given directly from the consumers themselves.

Solution

The large health system partnered with Binary Fountain to automate data aggregation of both solicited and unsolicited surveys and determine the consistency of patient feedback across both resources. Binary Fountain’s NLP technology broke down patient and social media surveys by both relevant and utilized Common Insight Categories, further classifying information by the number of times a designated category appeared to determine specific data points being quantified in the case study.

Results

Overall, the majority of patient input was positive across all survey formats (social media, inpatient and emergency department) and demonstrated a general correlation between patient feedback from online review platforms and patient satisfaction surveys. However, Binary Fountain’s data proved that structured feedback tends to skew moderately more positive when compared to unstructured replies — a trend that warrants consideration from any healthcare facility seeking to improve consumer satisfaction levels.

About the Author

Kayla Zamary
Marketing Manager

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How to Implement Reputation Management Strategies at the Enterprise-level

Webinar. Learn how to implement reputation management strategies for enterprise healthcare organizations.

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On-Demand Webinar

A crucial challenge for any enterprise healthcare organization is managing its brand perception online. Without a robust reputation management strategy in place to address web optimization and patient reviews, hospitals lose the ability to effectively engage with its patients and struggle to grow as a result.

In this webinar, we’ll go over ways to implement reputation management strategies for enterprise healthcare organizations. You’ll receive best practices and recommendations from a Marketing Director at a large multi-specialty group in Southern Virginia, and learn how her team found success in implementing these strategies.

You’ll learn how to:

  • Optimize your business listings on Google.
  • Utilize patient reviews to make operational improvements.
  • Get universal buy-in and commitment to reputation management initiatives throughout your organization.

 

Presenters:
George LaDue

Paula Lumsden
Marketing Director
Tidewater Physicians Multispecialty Group

George LaDue
Senior Director of Enterprise Sales
Binary Fountain

Krystal Taing
Listings Management Product Specialist
Rio SEO

About the Author

Kayla Zamary
Marketing Manager

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How Can Text Messaging Grow My Business?

Webinar. Learn how to increase reviews, save resources, and engage your audiences directly from the phone in their pockets.

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Engaging your audience with a text message isn’t just the latest marketing trend—it’s proving to be an efficient messaging tool that gets results. Research shows that text messaging click-thru rates average 36 percent—a significantly higher ROI than other consumer-facing channels. 

In this webinar, we’ll cover how to increase reviews, save resources, and engage your audience directly from the phone in their pockets.   

You’ll learn how to: 

  • Increase response rates on reviews and testimonials via mobile device 
  • Measure performance on campaigns and automate processes for your staff 
  • Strategically target review sites like Google and Facebook to ensure your reviews are seen  

You will also get a brief introduction to our text messaging and email testimonials capabilities that can save you time managing campaigns and increase online reviews. 

Presenters:

Chase Ausley
Senior Director of Product Management
Binary Fountain

 

About the Author

Kayla Zamary
Marketing Manager

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How to Optimize Your Digital Patient Experience

If you are struggling with how to improve your patient experience, join us to learn why digital is a business problem, not just a digital marketing problem.

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Hosted by SHSMD U Webcasts

You already know that a good digital patient experience is central to providing patient-centered care. But, knowing what to do and in what order is hard. If you are struggling with how to improve your patient and consumer experience, join us to learn why digital is now a business problem, not just a digital marketing problem. We’ll give you a practical approach to how you can unify your organization, implement a patient-first vision, and create the change you want to see.

This webinar is being presented by Joseph Jacobellis, Director of Experience & Innovation, HCA Healthcare, Jackie Martin, Principal, Branch Strategy and Aaron Clifford, SVP of Marketing, Binary Fountain.

Watch the webinar on-demand.

About the Author

Kayla Zamary
Marketing Manager

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What’s Your Google My Business Strategy?

Webinar. Learn how to avoid the common pitfalls that hurt business’ presence on Google My Business and how to optimize your presence by following time-saving local listings tips.

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Co-Hosted by Rio SEO
OnDemand Webinar

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There’s no doubt Google My Business impacts local businesses. 80% of consumers use search engines to find local information. What’s your strategy to acquire them, when they’re making buying decisions in the moment – and they’re looking at your competitors as well?

Watch now to learn how to avoid the common pitfalls that hurt business’ presence on Google My Business and how to optimize your presence.

About the Author

Kayla Zamary
Marketing Manager

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How to Build Your Property’s Digital Curb Appeal

Webinar. Learn how a multifamily property management company developed a successful marketing strategy to restore its properties’ online reputation.

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On-Demand Webinar
Co-Hosted By Multi-Housing News

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Multifamily properties sometimes receive online ratings that don’t reflect their owners’ commitment to a positive resident experience. Can perceptions formed by negative reviews be successfully countered? Watch this webinar to learn how Gene B. Glick developed a successful marketing strategy to restore its properties’ “digital curb appeal.”

About the Author

Kayla Zamary
Marketing Manager

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Marketing to Millennials as Healthcare Consumers

Learn what has shaped millennials’ lifestyle, brand loyalty and how they shop for a healthcare provider. We also provide advice on how to market to them.

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Millennials have set themselves apart from other generations, particularly when it comes to making consumer choices.

During this webinar, we dig into this “experience generation” growing up as digital natives and how it has shaped their lifestyle, brand loyalty and how they shop for a provider.

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About the Author

Kayla Zamary
Marketing Manager

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