Resources

Latest case studies, webinars, and blog posts

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 & Serivces

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.”

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About the Author

Kenneth Brooks

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

Webinar. Wednesday, February 22nd. Learn how Providence Health & Services leveraged patient experience surveys to create trusted reviews, helping inform and guide patient choice.

See Details
Wednesday, February 22nd
12:00pm – 1:00pm CT (1:00-2:00pm ET)

RSVP

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

Register 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

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The Impact of First Impressions on Patient Acquisition and Revenue

Webinar. Wednesday, January 18th. 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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Wednesday, January 18th
11:00am – 12:00pm CT (12:00-1:00pm ET)

Hosted by Becker’s Healthcare

Watch Now

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.

To learn more, watch the recording now.

About the Author

Kenneth Brooks

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Reputation Management: From the Marketing Department to the C-Suite

Webinar. On Demand. Three healthcare marketing executives share their experiences and advice on using online feedback to manage reputation, improve patient experience and increase executive and physician engagement.

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On Demand: Watch the recording

In this webinar hosted by the Forum for Healthcare Strategists, three healthcare marketing innovators will share their experiences and advice on using online feedback to:

  • Identify trends and potential problem areas to drive patient experience improvements
  • Increase patient, leadership, and physician engagement in reputation management
  • Elevate marketing’s visibility in impacting the patient experience
  • Extend ROI focus to include “ROE” – Return on Engagement

Watch now to learn what feedback the C-suite values, and tips and strategies for elevating the value of reputation management in your organization!

About the Author

Binary Fountain
Administrator

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FRC achieves 24% response rate, 3,200 completed patient surveys per month

Case Study. Learn how a private radiology practice uses Binary Health Analytics to increase patient survey responses, analyze results and help improve patient experience.

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Fairfax Radiological Consultants (FRC) is the largest private radiology practice in the Washington D.C. Metropolitan Area. FRC implemented Binary Health Analytics to send e-mail surveys to patients and provide analysis on the results.

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The Challenge

For years, FRC sent paper surveys to patients following an office visit or procedure. The paper surveys presented
many challenges including low response rates, latency receiving results, and dif culty analyzing responses. With the paper surveys, staff manually reviewed individual surveys to assess patient satisfaction, a process that the staff found overwhelming. FRC needed a survey and analytics solution to promptly issue, receive and analyze patient survey responses to enable staff to take action.

The Solution

With Binary Fountain, FRC customized structured survey questions and included an open ended question for patients to provide free‐form comments. FRC patients now receive surveys via email on the same day as their appointment. The results are available in real‐time within the Binary Fountain dashboard.

Results: High volume of surveys and response rates

FRC achieves a 24% response rate which far exceeds their initial goal of 10%. They also receive more than 3,200 completed surveys per month with over 1,100 free‐form comments. Janet Hoffman, the Director of Professional Operations, Risk Management, and Patient Experience at FRC describes the testimonials as, “one of the best parts for us. I’ve been surprised by the length of the comments. With the paper survey, patients had only two lines.”

In Practice: Quickly respond to patients

FRC practice managers receive alerts for negative surveys that receive a score below a 2.5 on 5‐‐point scale. Through the Binary Fountain dashboard, practice managers can respond to patients to resolve issues and turn negative experiences into positive ones. For extremely positive reviews, practice managers send a thank you to patients letting them know that the comment has been shared with staff.

Make operational changes

FRC staff found that patients who experience long waiting times have low patient satisfaction. If there is a wait, front desk now proactively apologize to patients and explain why there is a delay, which has resulted in improved patient satisfaction. In another case, practice managers received complaints that of ces did not stock extra‐large gowns. This prompted an action stock more robes. Soon after, FRC received feedback from a patient who had a positive experience with the practice because he had a gown that t.

Communicate feedback

At management meetings, FRC reviews a report tracking the total number of surveys, the response rate, and the overall Patient Feedback Score of the comments. In addition, a staff member chooses a number between 1 and 31. All of the comments received on that particular day are read aloud to the group. At the monthly of ce manager meeting, staff similarly review a performance report based on survey feedback just for their center. A staff member picks a date and reads the positive comments.

Recognize and motivate employees

FRC’s management created to ‘Cornerstone award’ to recognize the employee with the most positive survey comments. On a quarterly basis, one employee receives a $100 gift card and the entire of ce celebrates with a pizza party.

About the Author

Binary Fountain
Administrator

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Journey to Excellence: Online healthcare reputation management

Webinar. On Demand. Carilion Clinic’s Mike Dame, vice president, marketing and communications, and Chris Turnbull, senior advisor, PR and reputation management, show you how to uncover and act on patient experience insights to help your brand’s reputation.

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Wednesday, June 29th

Click Here to Watch the Recording

In this webinar, Carilion Clinic’s Mike Dame, vice president, marketing and communications, and Chris Turnbull, senior advisor, PR and reputation management, show you how to uncover and act on patient experience insights to help your brand’s reputation.

Learn how communicators at Carilion are transforming their online reputation program into a driver of consumer engagement and operational change.

About the Author

Binary Fountain
Administrator

Lorem ipsum dolor sit amet, consectetur adipiscing elit. Integer tempor lobortis placerat. Ut tincidunt mi ipsum, eu interdum lectus scelerisque in. Donec at magna rutrum, fringilla justo consequat, feugiat lacus. Phasellus ut nibh vitae lorem malesuada egestas. Ut egestas sem massa, id egestas metus faucibus sit amet.

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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 present the strategies, process and technology they’ve used…

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Thursday, May 26th

Click Here to Watch the Recording

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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