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Latest case studies, webinars, and blog posts

KURE Pain Management Improves Online Reviews and Scores by 95% with Digital Patient Surveys

Case Study. Learn how this practice leveraged Binary Fountain to deliver first-rate customer service and improve online reputation.

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Kure Pain Management is the Mid-Atlantic’s leading pain management practice specializing in spinal treatments. With 14 locations across Maryland, Delaware and Michigan, it offers comprehensive treatment options for patients suffering with severe pain, and advanced training and education for certified physical therapists and providers to meet wide-ranging needs.

The Challenge

Kure Pain Management knew they wanted to deliver first-rate customer service across their seven healthcare centers, but they didn’t have an effective way to measure patient experience. As a result, they had no idea how their current efforts were performing and believed they were at risk of losing a large number of patients. Nick LaRosa, Kure Pain Management’s Director of Sales and Marketing, leveraged Binary Fountain to help better understand their performance and determine what changes needed to be made to help deliver world-class customer service.

The Initiative

The need to measure and improve their patient experience drove Kure’s patient feedback initiative. “We immediately saw Binary Health Analytics platform as a crucial tool to helping us gain patient feedback, benchmark and track progress,” said LaRosa.

The organization had been using iPads to conduct patient surveys initially, but that revealed itself to be a very time-consuming process. As part of the Binary Health Analytics initiative, Kure switched to digital patient surveys through email campaigns. As a result, Kure increased survey responses, greatly improved office staff time management and uncovered critical data on patient concerns.

Boosting Employee Performance with Patient Feedback 

There was some pushback within the Kure organization before they began receiving the data, but once they did, they were able to use it as a developmental tool and uncover patient experience issues. This became an opportunity to improve operations.

By circulating surveys and scores throughout the organization, physicians were held accountable for their customer service and engaged in a little friendly competition to be the top performing physician. According to LaRosa, “Binary Fountain’s platform helped us reveal and share insights on how patients were really feeling. It was a definite eye-opener.”

“Measurable data is really giving us the drive and baseline to improve the customer lifecycle,” said LaRosa. “For instance, one physician really wanted to review 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.”

Outcomes

 With the help of digital patient surveys, Kure greatly improved their customer service by educating staff members and introducing better processes, which significantly increased patient experience and loyalty.

After less than a year, not only did Kure manage to enhance online reviews and scores by 95 percent because of the initiative, but positive reviews increased over 30 percent and patient loyalty increased about 35%.

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

LaRosa continued, “the Binary Fountain Health Analytics platform has helped us improve our reputation and the brand image of Kure Pain Management by increasing transparency with our patients as well as throughout the organization.”

About the Author

Kayla Zamary
Marketing Manager

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Guide to Reviews and Reputation Management for Home Health & Hospice

Learn how marketers and clinical directors at home health and hospice operations can make the most of their online reputation and web presence in 2021.

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The pressure is on across the home health and hospice industry to do more with less.

Seniors requiring additional care due to chronic illness will increase to 21% by 2050, according to the AARP.

And as the shortage of U.S. home health aides and physicians intensifies, marketers and directors of home health care operations will seek to improve their business performance with limited resources.

This e-book is for marketers, digital media specialists, and clinical directors at health systems and nursing home operations, looking to make the most of their online reputation and web presence in 2021.

You will learn how to:

  • build a robust local presence across the search ecosystem.
  • use reviews to engage patients and improve your practice.
  • generate, monitor and respond to feedback efficiently.
  • measure patient experience using caretaker and patient feedback.

Download this e-book today to learn more!

 

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About the Author

Kieran McQuilkin
Content Marketing Specialist

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How Continental Properties Powers Resident Satisfaction Through Reputation Management

This case study shows how Continental Properties used the solution to monitor and respond to reviews, implement service recovery, and analyze resident feedback for property-specific benchmarks and improvement opportunities. Continental Properties develops, owns, and operates high-quality apartments in the U.S., along with retail and hospitality real estate. Continental’s award-winning Springs Apartments brand has 60+ apartment communities in 16 states.

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This case study shows how Continental Properties used the solution to monitor and respond to reviews, implement service recovery, and analyze resident feedback for property-specific benchmarks and improvement opportunities.

Continental Properties develops, owns, and operates high-quality apartments in the U.S., along with retail and hospitality real estate. Continental’s award-winning Springs Apartments brand has 60+ apartment communities in 16 states.

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continental properties logo

About Continental Properties

Continental’s Springs Apartments are designed in a neighborhood setting to foster a sense of community with their signature townhome-style designs and park-like backdrops in suburban locations. However, its distinguishing characteristic is the level of customer service it provides for their residents. Many Springs Apartment communities have won recognition and rewards for their online reputation from industry leaders such as JTurner and Apartment Ratings.

Challenge

In addition to customer experience benchmarks, an excellent online reputation means higher occupancy, more leads, and higher renewal rates for a property management company. Continental wanted better search rankings and higher star ratings that would create a positive perception of its properties to attract more residents.

“The stronger your reputation, the stronger you’ll be in the market,” says Marketing Manager Kayleigh Filo. “We want to build great communities; strong, positive reviews are an asset to a great reputation.”

Across Continental’s constantly growing portfolio, they receive between 300 and 500 reviews per month. Their goals for a reputation management initiative were to increase review volume, boost star ratings, increase their Customer Satisfaction Index (CSI) scores for each property, and prioritize reputation among all communities. Continental created benchmarks for all communities to achieve, which included earning three 5-star reviews each month.

Solution

Continental launched a reputation management initiative that used Binary Fountain’s Social Compass platform to generate reviews, improve its properties’ star ratings, and provide a better customer experience at scale.

Social Compass monitors reviews and comments from surveys, review sites, and social media to bring all aspects of resident experience into a single platform. Continental used the solution to monitor and respond to reviews, implement service recovery, and analyze resident feedback for property-specific benchmarks and improvement opportunities.

Continental’s marketing team also uses Binary Fountain’s custom reporting tools to distribute real-time feedback data reports each month, giving community managers insights into monthly, quarterly, and yearly trends. Its two most important marketing-related KPIs, star rating and CSI, are prominently displayed on the report for instant evaluation.

“We want to build great communities. Strong, positive reviews are an asset to a great reputation.”

Beyond improving online reputation through reviews and star ratings, Continental uses Social Compass to easily spot positive and negative resident experience trends at its communities. It also leverages automated Social Compass data to call out top-performing employees and properties.

Results

Immediately, Continental’s communities showed online reputation improvements across the board, including earning several 5-star locations. And the success continued: In October 2020, Continental communities earned a 4.4 average star rating and 4.2 average CSI score across 730 reviews.

continental-properties-results

Filo says one of the central benefits of Social Compass is quantifying resident experience metrics that previously were more subjective. Continental’s properties now need to match expectations for these scores, just like occupancy and revenue metrics. Meanwhile, community managers have maintained a near 100% response rate for online reviews across all online sources.

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About the Author

Kieran McQuilkin
Content Marketing Specialist

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Keys to Digital Marketing & Reputation Management for Physical Therapy

In this e-book, learn how to maximize your physical therapy marketing and online reputation by improving local search and streamlining review management.

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ebook-physical-therapy-marketingThe physical therapy industry has become highly fragmented, with the 50 largest competitors comprising less than 25% of the market.

While there are a few national companies, at the local level, a patient’s choices consist predominantly of small to mid-size regional providers.

When patients are looking for physical therapy services in your area, what do they see?

Physical therapy providers need high-quality listings, positive ratings and frequent reviews across their web presence to stand out amongst competitors and convert searchers to patients.

This e-book is for marketers, web managers, and patient experience directors who manage physical therapy marketing and customer experience operations. In this guide, Keys to Digital Marketing & Reputation Management for Physical Therapy, you will learn how to improve your practice and its online reputation by:

  • Building a robust, localized presence across the search ecosystem.
  • Streamlining review management efforts to convert patients and book appointments.
  • Leveraging reviews and surveys to improve marketing and patient experience using real-time consumer feedback.
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About the Author

Kieran McQuilkin
Content Marketing Specialist

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Tips for 2021: 3 Key Opportunities for Healthcare Brand Management

Webinar. Jarrard Inc.’s Reed Smith discuss lessons learned from COVID-19, which marketing KPIs to watch next year, and quick tips for capitalizing on reputation management initiatives.

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On-Demand Webinar
Duration: 22 minutes

The pandemic has bent and reshaped the patient journey this year, leaving healthcare marketers with questions about key opportunities for 2021.

How robust will your organization’s brand be next year? What changed? And how will you measure your evolving online reputation?

In this webinar, Jarrard Inc.’s Reed Smith joins Binary Fountain’s Chase Ausley to answer those questions and demystify healthcare brand management heading into 2021.

With data from healthcare systems and consumers as a guide, they will discuss lessons learned from COVID-19, which marketing KPIs to watch next year, and quick tips for capitalizing on reputation management initiatives.

In just 22 minutes, you will learn how three crucial touchpoints of the patient journey are changing and how your brand can respond heading into the new year.

This webinar will cover:

  • Key lessons on branding and reputation management from COVID-19.
  • KPIs that will impact your healthcare brand the most in 2021.
  • Ways to monitor and measure your online presence.
  • Opportunities to address trends in patient reviews and employee reviews.

Speakers:

  • Reed Smith, Vice President of Digital Strategy, Jarrard Phillips Cate & Hancock
  • Chase Ausley, Vice President of Healthcare Product, Binary Fountain
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About the Author

Kieran McQuilkin
Content Marketing Specialist

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Google My Reputation – A Complete Guide to Building Your Healthcare Company’s Reputation on Google

Getting started with Google My Business is easy, but getting the most out of this platform requires deeper knowledge. Our guide is full of instructions, tips and insights to help you build and maintain your company’s reputation on Google.

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When patients need healthcare, they often use online searches to find their next provider.

In recent years, Google has retained its dominance over the online search space, accounting for 96% of all mobile organic searches. So, if you are looking to manage and improve your healthcare organization’s online reputation, you need to focus on your presence in Google’s ecosystem.

Google’s primary offering in this regard is Google My Business (GMB), a multi-faceted directory that lets you create a profile, claim brick-and-mortar business listings and display important business information to online search users in a concise way. Creating and properly maintaining a GMB account is essential for boosting your healthcare organization’s online presence and brand reputation.

Download our e-book to learn how to build and maintain your organization’s reputation on Google. Inside you will learn about:

  • Optimizing your healthcare group’s Google My Business listing
  • Naming conventions for chains, departments, and individual practitioners
  • Getting discovered on Google Maps
  • Keeping an eye on your GMB performance with Google Insights
  • And much more!

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About the Author

Beth Downey

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Tips for 2021: Google, Listings and Local Search with Ben Fisher

In this webinar, Ben Fisher, a Google My Business Platinum Product Expert, joins Binary Fountain to lay out specific ways you can optimize your business listings and put them in the best position for local search in 2021.

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webinar-tips-2021-google-listingsOn-Demand Webinar
Duration: 20 minutes

Your presence on Google could make or break your brand in 2021, as consumers gravitate toward local search to make buying decisions.

What can marketers do to rank their business listings at the top of search results next year?

In this webinar, Ben Fisher, a Google My Business Platinum Product Expert, joins Binary Fountain to lay out specific ways you can optimize your business listings and put them in the best position for local search in 2021.

In just 20 minutes, he will cover how to create content-rich listings that outrank your competition and convert customers from search.

You will learn:

  • The most important Google My Business attributes to get right on your listings.
  • How updates to Google Search will impact your brand’s search rankings in 2021.
  • Where to find the greatest competitive advantages in local search.

Speakers:

  • Ben Fisher – Founder, Steady Demand – GMB Platinum Product Expert
  • Hannah Borchik – Account Director, Binary Fountain – GMB Silver Product Expert

 

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About the Author

Kieran McQuilkin
Content Marketing Specialist

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Guide to Reviews and Listings for Pediatric Clinics

In this e-book, you will learn how to improve your pediatric practice’s online visibility and create an effective online review strategy.

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A parent’s choice of pediatric care provider for their child can be a personal and emotionally charged decision. And when children are sick, parents and guardians are intensely focused on finding the best care possible.

One of their most important considerations is what types of experiences others have had with a practitioner or clinic. Parents search extensively through physician directories, local landing pages, websites, and online review sites for information about a pediatric doctor before deciding on care. Robust online listings with strong ratings and many recent reviews play an essential role in your clinic’s search visibility, as well.

In this e-book, you will learn how to improve your pediatric practice’s online visibility and create an effective online review strategy.

In this e-book, Reviews and Listings for Pediatric Clinics, you will learn:

  • How to effectively generate and monitor parent/guardian reviews at scale.
  • Ways to analyze provider feedback across platforms and respond constructively.
  • Tools and tips for converting pediatric surveys and reviews into actionable business insights.
Read Now

 

About the Author

Kieran McQuilkin
Content Marketing Specialist

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Tips for 2021: Flu and COVID-19 Season – 5 Content Creation Tips

Webinar. Aha Media Group President Ahava Leibtag joins Binary Fountain to offer content ideas and strategies for healthcare communicators that will gain consumer trust this season.

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webinar-tips-2021-content-creationOn-Demand Webinar
Duration: 20 minutes

Winters are challenging when it comes to managing health, but never more so than the winter of 2020 and 2021. No matter what the symptom, your audience is going to crave reassuring, empathetic content.

In this webinar, Aha Media Group President Ahava Leibtag joins Binary Fountain to offer content ideas and strategies for healthcare communicators that will gain consumer trust this season.

Learn about content creation tools, SEO strategies and expert tips that you can use to engage patients and schedule appointments in the coming months.

In this webinar, you will discover how to:

  • Use new tools and features for engaging patients through content (e.g. social media, reviews)
  • Involve your physicians in your brand’s digital marketing activities
  • Understand and influence the online conversation around your brand

Speakers:

  • Ahava Leibtag – President, Aha Media Group
  • Andrew Rainey – EVP Strategy & Corporate Development, Binary Fountain
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About the Author

Kieran McQuilkin
Content Marketing Specialist

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Tips for 2021: Social Media’s Biggest Opportunities

Webinar. Intrepy Healthcare Marketing co-founder Kelley Knott joins Binary Fountain to discuss the greatest opportunities for healthcare marketers to leverage social media, engage local consumers, and drive new patient revenue.

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webinar-tips-2021-social-mediaOn-demand Webinar
Duration: 15 minutes

Your healthcare organization’s social media presence has never meant more to your bottom line: Consumers are using social media to find physicians 300% more than they did in 2017. Where are the best opportunities to invest in social and capture this growing online audience?

In this webinar, Intrepy Healthcare Marketing co-founder Kelley Knott joins Binary Fountain to discuss the greatest opportunities for healthcare marketers to leverage social media, engage local consumers, and drive new patient revenue.

This session goes far beyond monitoring Facebook recommendations, LinkedIn shares and retweets. Learn about strategic frameworks and platform-specific tools that will propel your healthcare brand to the top ranks of the social media ecosystem, from messaging to reviews to video.

In this webinar, you will discover:

  • Trends and opportunities in social media impacting healthcare marketers
  • How to monitor and influence the online conversation around your brand
  • Which platforms offer the best value for healthcare marketing budget
  • How to involve physicians in your brand’s social media activities
  • Where to find the biggest ROI on social media messaging and spending

Speakers:

  • Kelley Knott – Co-founder, Intrepy Healthcare Marketing
  • Hannah Borchik – Customer Success Manager, Binary Fountain
Register Now

About the Author

Kieran McQuilkin
Content Marketing Specialist

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Guide to Reputation Management for Urgent Care Clinics

Learn how to improve local listings, monitor for and respond to patient reviews, and master online reputation management for your urgent care centers.

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The growing number of urgent care options available to healthcare consumers is making for a more competitive market than ever. As patients search for efficient, nearby care in times of need, local search visibility and reputation management have come to the forefront of every urgent care clinic’s patient acquisition strategy.

How can your urgent care clinic stand out in crowded local search results and win positioning as your patient’s center of choice?

In this e-book, you will learn how to improve local listings optimization, monitor for and respond to patient reviews, and activate patient experience and local search data. Discover processes to build a robust online presence that converts more searchers to patients, across your brand.

This e-book, “Guide to Reputation Management for Urgent Care,” will cover:

  • Understanding patient intent in search and optimizing your clinics’ local listings
  • Monitoring and managing online reviews, measuring patient experience, and tips for review responses
  • Effective ways to generate new patient reviews and increase star ratings across your outpatient locations

Read Now

 

About the Author

Kieran McQuilkin
Content Marketing Specialist

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