February 16, 2017

Striving Toward a World Class Patient Experience with Digital Patient Feedback

By: Sabrina Egan

Insights from digital patient surveys can help healthcare organizations plan their next moves in the journey towards creating a world-class patient experience.
 
This month, we spoke with Nick LaRosa, Director of Sales and Marketing at Kure Pain Management, about the organization’s recent push to get patient feedback via surveys using the Binary Health Analytics platform. Here, Nick gives us insights into the initial challenges they faced and what they’ve since been able to successfully accomplish.
 
Hi Nick, can you give us a little background on what drove the need for this initiative around patient feedback? 

We knew we wanted to deliver excellent customer service across our seven healthcare centers but we didn’t have an effective way to measure patient experience. We had no idea how our customer service processes were performing and we believed we were at risk of losing a large number of patients. So we sought out a solution to help us better understand how we were performing and what specific changes we needed to make to become a world-class organization.

What steps did you take to address those needs and get this initiative going?

Once we identified the Binary Health Analytics platform, we immediately saw it as a crucial tool to helping us gain patient feedback, benchmark and track progress.

We had previously been using iPads to conduct post-care patient surveys, and this was a very time-consuming process. So, we began the initiative by switching to digital patient surveys through email campaigns with Binary Health Analytics, which greatly improved time management with office staff. And once the data and feedback started coming in, we uncovered significant patient concerns and immediately began addressing them.

What challenges did you face along the way? How did you address them?

There was some initial pushback from physicians and others throughout Kure. They didn’t think there were any issues, and they assumed the organization was doing a great job at patient satisfaction. However, to our good fortune, using Binary Fountain’s platform helped us reveal and share insights on how patients were really feeling. It was a definite eye-opener.

To address adoption, I started forwarding the negative surveys to highlight what pain points the organization or specific physicians needed to tackle. At that point, everyone in the organization agreed there were indeed issues that needed to be addressed. Moving forward, we celebrated positive reviews together and held staff accountable for negative reviews, while motivating them to improve.

How is this initiative impacting the organization?

This initiative has brought about positive results for our organization. It has helped us greatly improve customer service by educating staff members and introducing better-quality processes. This has significantly increased patient satisfaction and loyalty.

Measurable data is really giving us the drive and baseline to improve the customer lifecycle. For instance, one physician really wanted to see 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.

The fact that surveys and scores are being circulated throughout the organization keeps physicians accountable and creates a friendly competition to be the best.

What have the outcomes been to date?

Since implementing this initiative over nine months ago, the digital patient surveys have helped to significantly improve our online reviews and scores by about 95 percent. Kure Pain Management’s Yelp review score went up 110 percent for example, and our GooglePlus score increased by 314 percent.

All in all, positive online reviews have increased over 30 percent, while negative reviews have gone down by more than 60 percent. We’ve also seen a huge increase in patient experience scores, where patient loyalty went up about 35 percent and timely care scores soared over 100 percent.

And finally, what has Binary Fountain’s technology platform helped you do?

The Binary Health Analytics platform has allowed us to measure how we do as a business and provides precise direction on how we can successfully continue forward. We’ve been able to track performance with automated reports, communicate internally and develop our staff. It’s also helped improve staff time management, decrease patient wait times and even reduce spending across the organization. We’re striving to become world class and Binary Health Analytics is helping us get there.

The platform has helped us improve our reputation and the brand image of Kure Pain Management by increasing transparency throughout the organization as well as with our patients.

To learn more about how Binary Health Analytics can help improve your organization, contact us at marketing@binaryfountain.com.

About the Author

Sabrina Egan
Engagement Manager

Sabrina helps healthcare organizations better understand their healthcare consumer challenges and needs, in order to efficiently manage and improve patient satisfaction.

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