Resources - Binary Fountain

Resources

Latest case studies, webinars, and blog posts

Key Strategies for Adopting Transparency and Increasing Health Consumer Engagement

Webinar. Get key takeaways from Binary Fountain’s newly released transparency e-Book and UnityPoint Health’s online physician ratings and reviews initiative.

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Looking to transform your physician directory pages into an engaging consumer experience that informs and guides their decision making?

In this webinar, you’ll gain strategies, recommended practices and practical advice that will help you become a more trusted voice in the physician selection process, including:

  • Steps for adopting and managing transparency, including proven approaches to driving physician engagement
  • Insights from Press Ganey on using patient experience survey data as the ultimate source for trusted online ratings and reviews – and increasing SEO
  • Advice on reviewing and publishing ratings and comments with a technology platform
  • Measurably impacting consumer engagement, physician appointment requests – and influencing patient experience scores

Presenters

Blake LongBlake Long
Marketing Manager
UnityPoint Health

 

Andrew RaineyAndrew Rainey
EVP of Strategy
Binary Fountain

 

 

Anne SternAnne Stern
VP of Product and Strategic Marketingy
Press Ganey

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About the Author

Kayla Zamary
Marketing

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Signature Medical Group Increases Patient Experience Scores 20%, Grows Patient Referrals with Digital Patient Feedback

Case Study. Learn how Signature Medical Group launched a two-pronged initiative using digital patient feedback to better understand patient experience across the organization’s more than 25 practices and 50 offices.

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Signature Medical Group

Signature Medical Group is the largest independent physician-owned multi-specialty group in the St. Louis and Kansas City areas. With more than 150 physicians, 22 specialties/sub-specialties, and over 50 locations, Signature is proud to provide every patient with choices for more affordable, accessible and quality healthcare.

The Challenge
Signature’s marketing department needed to manage the increasing volume of online ratings and reviews about their physicians and practices. However, consistently keeping up with them and responding in a timely manner was challenging. Internally, the operations and quality departments lacked visibility into their patients’ experiences with their physicians and practices.

The Initiative
Signature launched a two-pronged initiative using digital patient feedback and Binary Health Analytics to help manage and improve operations affecting patient experience across their facilities, as well as to better inform patients researching their physicians online.

“As we started the initiative, we realized there was a lot of opportunity to utilize surveys to our advantage, and for cross-functional teams to make a difference. That meant working with a variety of practices and departments, from marketing to operations,” said Digital Marketing Strategist, Melissa Gall.

“We found opportunities to start surveying patients, which we had never done before, and began to discover patient experience issues that had remained hidden,” noted Director of Quality, Don Foster.

Power of Patient Feedback
Insights uncovered from unstructured comments in surveys allowed Signature to pinpoint where improvements were needed. For example, in one case they identified issues with making appointments at one of their practices. They were able to dig deeper and discovered that the issue was the routing of calls in their phone room, which they resolved.

“Being able to pull the data in real time, when surveys or comments come in, has been very effective,” said Don. “Binary Health Analytics has allowed us to engage in conversations as soon as feedback arrives. It has also let us keep track of how we’re performing on a day-to-day basis, all in one platform.”

Signature also created benchmark reports to rank physicians within the practices and shared it with the group. This provided added motivation for doctors as well as staff to make changes for the better and set new performance expectations.

Patient reviews have also been impactful for marketing. They ran email campaigns with quotes from surveys and created videos by recording certain patient success stories.

The feedback also helped them learn more about their physicians and which ones need help with collateral; their patients may not feel like they know enough before or after seeing a doctor.

Outcomes
Since the initiative started, Signature has seen dramatic growth in their overall patient experience scores, rising from 3.4 to 4.1. One of their orthopedic practices even saw scores jump from first quarter averages in the mid-70s to the mid-90s.

Signature has also experienced significant growth in traffic to online ratings sites, and practices are seeing increases in patient referrals and are creating new revenue. The partnership with Binary Fountain has also helped build the Signature brand and increase the popularity of their practices.

With new surveys and branding, they’ve been able to better promote and strengthen the brand’s presence. “Together, patients and physicians clearly see Signature Medical Group as a valuable brand,” according to Melissa.

“All in all, this meant we have a stronger reputation that can elevate our business and create more appointments. I also think it has broken down many barriers between practices and departments,” Melissa said.

About the Author

Kayla Zamary
Marketing

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How to Make an Online Physician Ratings and Reviews Program a Reality

Webinar. On Demand. Learn how Providence Health & Services leveraged patient experience surveys to create trusted reviews, helping inform and guide patient choice.

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Patients now have more choices and information to help make one of their most important health decisions – selecting the best physician for their care. With consumers using online ratings and reviews to help make these decisions, Providence Health & Services (PH&S) saw an opportunity to become a more trusted voice in the provider selection process.

Learn how PH&S’ marketing team directed a transparency initiative, leveraging patient experience surveys to create trusted reviews, helping inform and guide patient choice. They’ll share their experiences and best practices for reviewing and publishing survey data to physician profile pages and present consumer insights they’ve uncovered.

In this webinar, you’ll learn:

  • Strategies for planning and managing the initiative
  • Steps to gaining buy-in from physicians
  • How a technology platform can help manage the program
  • How patient comments can increase SEO for provider pages

Watch now to learn how your organization can leverage patient experience surveys to guide and inform patient choice.

Featured Speakers

Karina JenningsKarina Jennings
AVP Marketing
Providence Health & Services

 

Sunita MishraDr. Sunita Mishra
Medical Director – Innovation
Providence Health & Services

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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The Impact of First Impressions on Patient Acquisition and Revenue

Webinar. On Demand. Learn what types of information influence patient decisions most, where patients go to look for them, and how increasing discoverability leads to increased appointments and increased revenue for your health system.

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Patients now have more choices and online information when it comes to shopping around for healthcare. With patient acquisition and retention impacting revenue of healthcare systems and providers – even more so in competitive markets – do you have a strategy in place for engaging patients online and influencing their decision making?

Starting with a “first impressions matter” approach, Yext Head of Healthcare, Carrie Liken, and Binary Fountain’s EVP of Strategy, Andrew Rainey, will share what types of information influence patient decisions most, where patients go to look for them, and how increasing discoverability leads to increased appointments and increased revenue for your health system.

In this webinar, you’ll learn:

  • Steps to creating a strategy that will help impact patient acquisition
  • How to attract more patients by optimizing “Rich Listings”
  • The power of online rating and reviews – and why you need them
  • Why taking a transparent approach to sharing information is vital to engaging patients

To learn more, watch the recording now.

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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Patient Engagement Increases up to 29% with Online Physician Ratings and Reviews

Case Study. Learn how Providence Health & Services leveraged patient experience surveys to help inform and guide patients searching online for a physician.

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Providence Health & Services (PH&S) is the fourth largest not-for-profit health system in the United States, committed to providing for the needs of its communities across five states. PH&S operates 34 hospitals, 600 physician clinics, 22 long-term care facilities, 19 hospice and home health programs, 693 supportive housing units in 14 locations, and has over 82,000 employees. Its health plan serves caregivers and other large employer groups covering 513,000 members. PH&S includes a family of organizations and is part of Providence St. Joseph Health, a parent organization created by PH&S and St. Joseph Health.

The Challenge

Patients now have more choices and information to help make one of their most important health decisions – selecting the best provider for their care. In fact, a PH&S digital marketing team analysis revealed that the number one consumer activity on its website is finding a physician.

Since rating and review sites are now a key component of a patient’s research, PH&S saw an opportunity to become a more trusted voice in the provider selection process. After improving the accuracy of its provider directories, and building out biographies and related information, PH&S identified ratings and reviews on its provider pages as a priority for increasing consumer interest.

The Initiative

PH&S selected Binary Star Ratings from Binary Fountain to help manage and publish ratings and comments from patient experience surveys to its provider pages. Binary Fountain met PH&S’ needs with its robust transparency solution and healthcare industry expertise. PH&S’ Oregon region was selected as the first market for the program.

The digital marketing team sourced patient feedback data from its Consumer Assessment of Healthcare Providers and Systems (CAHPS) surveys, and created an approval process to optimize survey comments. To prevent skewed ratings, providers needed at least 30 patient ratings to have survey data posted on their profile pages. The team gained buy-in from physicians – many whom were skeptical of online reviews – by letting them review their patients’ comments from CAHPS surveys before they went live. This allayed their concerns about the validity of the comments and gave them a voice in the process.

Impacting Consumer Engagement

Binary Star Ratings rolled out across PH&S’ Oregon market in 2015, with star ratings and reviews published on more than 500 of its physicians’ profile pages. Several months post-launch, an analysis of 150 physicians (86 primary care providers and 64 specialists) revealed the program’s dramatic effect on consumer behavior. Primary and specialty care providers with star ratings saw a 25 percent and 29 percent increase in page views, respectively, as compared to providers without star ratings, who saw only a 5 percent increase. Patients confirmed that they found the information valuable in informing their provider selection. In a recent survey of patients who viewed online provider pages, 87 percent found the star ratings to be helpful and 85 percent found the comments useful in their selection process.

PH&S is also meeting the rising demand for transparency in healthcare by publishing all provider reviews, regardless of the rating. To ensure patient privacy as part of this process, Binary Fountain provides PH&S with the tools to analyze comments and remove protected health information (PHI).

PH&S also partnered with Binary Fountain to help raise the visibility of their providers online, given that nearly 80% of consumers start their search for a provider online. Previously, third-party ratings and reviews appeared above a provider’s PH&S profile in search results. Working with Binary Fountain to generate greater and more recent consumer content, providers with reviews on PH&S physician directory pages are now more likely to appear at or near the top of search results – and with more reviews compared to other sites.

Binary Fountain continues to help PH&S engage its patient population online, building a relationship as their trusted healthcare provider. As of September 2016, PH&S expanded the program to include nearly 2,000 providers across several states.

“Consumers expect to shop for and purchase healthcare just like any other service. Binary Fountain is helping us empower them to see what other patients are saying, so that they can find the best physician,” noted Orest Holubec, senior vice president of communications with PH&S. “As an added bonus, fresh reviews keep our online physician profiles relevant, which helps their profiles hit the top of the list when consumers search for physicians on the web.”

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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How Spartanburg Healthcare’s Marketing Team is Impacting the Patient Experience

Webinar. On Demand. Spartanburg’s Medical Group of the Carolinas marketing team will share how they’re uncovering opportunities to improve “Timely Care.” Spartanburg will share advice and best practices learned along their journey to impacting reputation management and the patient experience.

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In this webinar, Spartanburg’s Medical Group of the Carolinas marketing team will share how they’re uncovering opportunities to improve “Timely Care.”

Spartanburg will present the strategies, process and technology they’ve used to:

  • Efficiently capture and monitor patient feedback
  • Quickly uncover and report patient experience trends
  • Collaborate with leadership to initiate operational change
  • Improve physician engagement

They’ll also share practical advice and lessons learned along their journey to impacting reputation management and the patient experience that healthcare marketers can apply to their programs.

About the Author

Binary Fountain
Administrator

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