Successful healthcare organizations recognize that they not only have to improve patient outcomes, but also improve the overall patient experience to outperform other providers with sustainable results.
The patients-as-consumers model has driven online care surveys and assessments to the forefront as organizations strive to better understand the patients they serve, beyond individual health profiles and treatment charts.
In our recent webinar, Temple University Health System representatives Dwight McBee, Chief Experience Officer, and Chelsea Murtin, Patient Experience Analytics Consultant, shared how the patient experience and marketing departments worked together to analyze digital patient feedback to improve the patient experience and increase patient acquisition.
“We see how heavily influenced our reputation and that of our providers are by the new social media and ratings platforms,” McBee said.
The health system needed transparency – “taking patient satisfaction survey data that we’re getting every week and putting it online in an easily consumable way” – and social media listening “to complement our ongoing voice of customer activity.”
TUHS recognized the need for broader data-gathering efforts to best serve local patients where issues such as food insecurity, homelessness and addiction impact care access, making extending consumer intelligence vital to elevate care practices. Its primary challenge was to exhibit its commitment to exceptional patient care and service excellence consistently across three clinician groups: Temple University Physicians, Temple Physicians Inc. and Fox Chase Medical Group.
Despite operating under a single organizational umbrella, each of the three groups needed a unique service approach to optimize results. Every TUHS group established a small appeals committee to manage the nuance of survey comments.
TUHS partnered with Binary Fountain to enhance its survey intelligence using its innovative Binary Star Rating solution with all three physician groups, among other solutions.
Building Transparency and Patient Trust
The Binary Fountain solution aimed to deliver optimal survey transparency, helping TUHS build trust with patients and displaying all relevant provider data.
TUHS used Binary Fountain’s managed services offerings to sort through surveys and eliminate comments that didn’t pertain to providers. Binary Fountain ran monthly reports to isolate negative comments for each group, through which TUHS identified the appropriate practice manager and administrators to share them with.
“There are myths out there, for where offices think the negativity is coming from,” Murtin said about patient feedback. “This really broke it down for us to understand when our patients have really commented on the physician and/or the office piece.”
Despite separate process models, TUHS set a single date each month to publish all survey details for full project transparency and assumed ownership management of the data dashboard.
“[Natural language processing] was able to parse comments, and if it was positive or neutral we would automatically post it,” Murtin said. “For negative comments, the provider had a chance to appeal, and it was given to the appeal committee. It’s all about making sure providers understand transparency, and we see an increase of providers logging into the dashboard, using it more and more.”
Keeping Physicians in the Know
Through the Binary Fountain platform, TUHS was able to verify and publish dynamic survey information to specific physician directory pages, establishing providers’ reputations and helping consumers make an informed decision when selecting a provider.
“The PFS score is simple for physicians to grab on to,” McBee said. “The best way to get physicians in the program was to give them one score for reputation, for them to monitor over time. It showed how we’re doing across the most popular social media sites.”
Once on the platform, physicians continued to benefit from the new layers of data and performance metrics. High-performing providers and individual doctors (based on PFS scores) were recognized in organization-wide newsletters and given plaques, along with bragging rights. Meanwhile, low-performing providers in the health system were allotted extra resources for specified improvement areas.
Measuring the Results
TUHS tracked and analyzed several survey statistics that compared 2017-2018 captured data to 2018-2019. Every category demonstrated a significant positive change.
Binary Fountain’s Star Rating and Consumer Analytics platforms accelerated response time for negative comments, and the alert process also boosted organization agility for conversations between the clinical physicians and the supporting team for prompt issue resolution.
In 2017, social media reviews fell just under 2,000, with about 1,600 positive reviews. After partnering with Binary Fountain, reviews climbed to 3,000 in 2018, with positive reviews up to 2,500.
“That’s a 52% improvement in overall reviews, and a similar figure for positive reviews, which is crucial in this environment,” McBee said.
For longer-term benefits, Binary Fountain’s summary reports from survey data created meaningful performance snapshots that gave clinical chairs the authority to properly manage their teams.
“Based on web traffic, reviews and activity on social media and other platforms, we can say yes, there has been an uptick of patients coming in,” McBee said.
As a result, Temple University Health Systems plans to continue its initiatives across all three medical groups for optimized service excellence, transparency and satisfaction for its patients and providers.
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