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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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Uncovering Nuances in Health Care Data Analytics to Improve the Patient Experience

Webinar. Learn how OSF Healthcare partnered with Binary Fountain to unify their patient feedback and response process by responding to feedback publicly and providing patients with a superior healthcare experience through open access to data and community reviews.

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Thursday, April 25
11 AM PDT; 1 PM EDT
Hosted By SHSMD
 
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Patients today have more choices and information available when selecting the best provider for their care than ever before. Because of this, they have come to expect a greater level of interaction and transparency when making important purchasing decisions online.

With the rise of online review sites and health care related searches on the web, it is vital for organizations to build up their online reputation by consulting patient’s feedback to guide improvements to their experience.

In this webinar, we’ll look at how OSF Health Care partnered with Binary Fountain to unify their patient feedback and response process by responding to feedback publicly and providing patients with a superior health care experience through open access to data and community reviews.

You’ll learn how to:

  • Improve patient satisfaction by making your organization transparent and responsive to feedback.
  • Uncover missing opportunities to generate reviews and manage reputation in a range of online marketplaces.
  • Use data-driven insights from patient reviews and develop actionable strategies based on these reports.
Presenters
Michael-Vujovich
Jeremy Lowry

Michael Vujovich
Director of Digital Marketing
OSF Healthcare

Jeremy Lowry
Product Manager
Binary Fountain

About the Author

Kayla Zamary
Marketing Manager

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How to Make Multifamily Property Listings & Reviews Work for You

Webinar. Learn how online listings and reviews impact potential residents’ impression of your properties and how property managers can outsmart their competition and bring in more business with critical reputation management strategies.

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Date: March 28, 2019
Time: 10 AM PDT; 1 PM EDT
Hosted By Multi-Housing News
 
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As they search online for multifamily housing options, prospective residents will first be exposed to your brand through your business listings and reviews of your properties.

With an understanding that first impressions can make or break a business, property managers are increasingly utilizing online reputation management strategies to ensure their listings are easy to find and their reviews truly reflect their brand.

Because your competitors are already successfully implementing these tools, the question becomes not “Should you invest in reputation management?” but “How can we do it better?”

In this webinar, we will discuss how online listings and reviews impact potential residents’ impression of your properties and how property managers can outsmart their competition and bring in more business with critical reputation management strategies.

You’ll learn how to:

  • Optimize your business listings on Google and other search engines
  • Utilize resident reviews to make operational improvements and decrease vacancies
  • Generate more reviews and supercharge your marketing campaigns
Presenters:
Chase Ausley
George LaDue

Chase Ausley
Senior Director of Product Management
Binary Fountain

George LaDue
Senior Director of Enterprise Sales
Binary Fountain

About the Author

Kayla Zamary
Marketing Manager

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Does Patient Feedback On Online Review Platforms Correlate To Patient Satisfaction Survey Feeds?

Case Study. Learn how this large health system partnered with Binary Fountain to determine the consistency of patient feedback across online reviews sites and surveys.

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Read the Full Case Study

Background

This large health system delivers nationwide medical care at hospitals and multiple practice locations. A leading provider across multiple medical specialties, the large health system (comprised of practitioners and administrative staff) makes millions of patient engagements annually, putting both cutting-edge care and exemplary patient service as top priorities.

Opportunity

Amid continued branch expansion, the large health system identified a mission-critical goal to sustain its reputation as a prominent provider of world-class medical care, delivering an unparalleled visitor experience that both maintained its current patient base and encouraged new patients to visit its national network of medical facilities.

Challenge

The large health system had one primary challenge: to maintain and enhance the industry-leading patient care excellence that had become synonymous with the brand, while also staying in step with rampant national corporate growth. They recognized that the best way to gain comprehensive insights into current consumer satisfaction levels was to aggregate feedback given directly from the consumers themselves.

Solution

The large health system partnered with Binary Fountain to automate data aggregation of both solicited and unsolicited surveys and determine the consistency of patient feedback across both resources. Binary Fountain’s NLP technology broke down patient and social media surveys by both relevant and utilized Common Insight Categories, further classifying information by the number of times a designated category appeared to determine specific data points being quantified in the case study.

Results

Overall, the majority of patient input was positive across all survey formats (social media, inpatient and emergency department) and demonstrated a general correlation between patient feedback from online review platforms and patient satisfaction surveys. However, Binary Fountain’s data proved that structured feedback tends to skew moderately more positive when compared to unstructured replies — a trend that warrants consideration from any healthcare facility seeking to improve consumer satisfaction levels.

About the Author

Kayla Zamary
Marketing Manager

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How to Implement Reputation Management Strategies at the Enterprise-level

Webinar. Learn how to implement reputation management strategies for enterprise healthcare organizations.

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On-Demand Webinar

A crucial challenge for any enterprise healthcare organization is managing its brand perception online. Without a robust reputation management strategy in place to address web optimization and patient reviews, hospitals lose the ability to effectively engage with its patients and struggle to grow as a result.

In this webinar, we’ll go over ways to implement reputation management strategies for enterprise healthcare organizations. You’ll receive best practices and recommendations from a Marketing Director at a large multi-specialty group in Southern Virginia, and learn how her team found success in implementing these strategies.

You’ll learn how to:

  • Optimize your business listings on Google.
  • Utilize patient reviews to make operational improvements.
  • Get universal buy-in and commitment to reputation management initiatives throughout your organization.

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Presenters:
George LaDue

Paula Lumsden
Marketing Director
Tidewater Physicians Multispecialty Group

George LaDue
Senior Director of Enterprise Sales
Binary Fountain

Krystal Taing
Listings Management Product Specialist
Rio SEO

About the Author

Kayla Zamary
Marketing Manager

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How Can Text Messaging Grow My Business?

Webinar. Learn how to increase reviews, save resources, and engage your audiences directly from the phone in their pockets.

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Engaging your audience with a text message isn’t just the latest marketing trend—it’s proving to be an efficient messaging tool that gets results. Research shows that text messaging click-thru rates average 36 percent—a significantly higher ROI than other consumer-facing channels. 

In this webinar, we’ll cover how to increase reviews, save resources, and engage your audience directly from the phone in their pockets.   

You’ll learn how to: 

  • Increase response rates on reviews and testimonials via mobile device 
  • Measure performance on campaigns and automate processes for your staff 
  • Strategically target review sites like Google and Facebook to ensure your reviews are seen  

You will also get a brief introduction to our text messaging and email testimonials capabilities that can save you time managing campaigns and increase online reviews. 

Presenters:

Chase Ausley
Senior Director of Product Management
Binary Fountain

 

About the Author

Kayla Zamary
Marketing Manager

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How to Optimize Your Digital Patient Experience

If you are struggling with how to improve your patient experience, join us to learn why digital is a business problem, not just a digital marketing problem.

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Hosted by SHSMD U Webcasts

You already know that a good digital patient experience is central to providing patient-centered care. But, knowing what to do and in what order is hard. If you are struggling with how to improve your patient and consumer experience, join us to learn why digital is now a business problem, not just a digital marketing problem. We’ll give you a practical approach to how you can unify your organization, implement a patient-first vision, and create the change you want to see.

This webinar is being presented by Joseph Jacobellis, Director of Experience & Innovation, HCA Healthcare, Jackie Martin, Principal, Branch Strategy and Aaron Clifford, SVP of Marketing, Binary Fountain.

Watch the webinar on-demand.

About the Author

Kayla Zamary
Marketing Manager

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What’s Your Google My Business Strategy?

Webinar. Learn how to avoid the common pitfalls that hurt business’ presence on Google My Business and how to optimize your presence by following time-saving local listings tips.

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Co-Hosted by Rio SEO
OnDemand Webinar

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There’s no doubt Google My Business impacts local businesses. 80% of consumers use search engines to find local information. What’s your strategy to acquire them, when they’re making buying decisions in the moment – and they’re looking at your competitors as well?

Watch now to learn how to avoid the common pitfalls that hurt business’ presence on Google My Business and how to optimize your presence.

About the Author

Kayla Zamary
Marketing Manager

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How to Build Your Property’s Digital Curb Appeal

Webinar. Learn how a multifamily property management company developed a successful marketing strategy to restore its properties’ online reputation.

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On-Demand Webinar
Co-Hosted By Multi-Housing News

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Multifamily properties sometimes receive online ratings that don’t reflect their owners’ commitment to a positive resident experience. Can perceptions formed by negative reviews be successfully countered? Watch this webinar to learn how Gene B. Glick developed a successful marketing strategy to restore its properties’ “digital curb appeal.”

About the Author

Kayla Zamary
Marketing Manager

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Marketing to Millennials as Healthcare Consumers

Learn what has shaped millennials’ lifestyle, brand loyalty and how they shop for a healthcare provider. We also provide advice on how to market to them.

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Millennials have set themselves apart from other generations, particularly when it comes to making consumer choices.

During this webinar, we dig into this “experience generation” growing up as digital natives and how it has shaped their lifestyle, brand loyalty and how they shop for a provider.

Register Now

About the Author

Kayla Zamary
Marketing Manager

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Building Digital Curb Appeal with Reputation Management

Case Study. The Gene B. Glick Company implemented an online reputation management strategy across 100 apartment communities with a small marketing team.

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“When it came to reputation management platforms Social Compass was a game changer.”

Emma Cook
Senior Digital Media Specialist
Gene B. Glick Company, Inc.

Multifamily Building

About the Gene B. Glick Company

Founded in 1947 and based in Indianapolis, the Gene B. Glick Company is a privately-held real estate ownership, development and management firm with more than 20,000 units in 13 states. The company’s philosophy, “Built to Be Home,” is reflected through its industry leadership in customer service, property management and quality construction of affordable and market-rate apartment units. The Gene B. Glick Company has a long tradition of giving back to the communities where it operates through its corporate social responsibility efforts, including its Glick Gives and Glick Cares Programs.

Building Digital Curb Appeal

Resident experience has always remained a high priority throughout Glick,  however online ratings did not reflect that and property managers were concerned about how the negative reviews were being received. Recognizing that online reviews affected their properties’ “digital curb appeal” with potential residents, marketing implemented a company-wide reputation management strategy with the support of management.

Online Reputation Management at Scale

To improve Glick’s online presence, marketing set goals for responding to all reviews, increasing positive review volume and using feedback to facilitate quick service recovery. However, Glick needed to address the challenges of scaling their efforts across 100 apartment communities with a small marketing team. They needed a solution that could quickly notify them when online reviews were posted, help them easily and efficiently collaborate on responding, and provide the reporting that would help them track progress, uncover resident experience trends and benchmark against competitors. After going through a solution review process, they selected Social Compass since it met all their needs.

Increasing Online Reviews

The marketing team wanted to increase the online presence of their properties by gaining more online reviews. This could help offset the impact of negative reviews received and provide a more comprehensive picture of the resident experience. The team created a “We are Listening Campaign” where employees were incentivized to ask residents to leave an online review. The campaign’s goal was enough to motivate staff to participate. Also, staff morale improved, and they increased their focus on creating a better resident experience. Social Compass helped this campaign by making it quick and easy for Glick’s teams to login and respond to reviews in one place. They also utilized Social Compass’ reports to track the campaign efforts and report on them monthly.

Creating a Consistent Voice in Online Responses

One of the biggest challenges was working with property managers to draft responses to negative reviews. Many responses were lengthy and inconsistent in voice and at times, responses were drafted that took negative reviews personally. The ability to efficiently collaborate and edit responses with Social Compass helped marketing create appropriate responses faster.

Management Engagement

Glick’s management is hands-on when it comes to the resident experience. With Social Compass’ alerts, executives gain transparency into on-site service recovery and communications with staff. This made their jobs managing customer success easier. Through these communications, they recognized staff for their good work and improved customer interactions. As a result of Glick’s responsiveness to service recovery issues, there have been many cases where negative reviews were deleted by the customer or the online rating and comments improved based on their response to the customer’s feedback.

Benchmarking Performance – Showing Results

Glick consistently focuses on measuring progress against the program’s goals. As a result of its online reputation management initiative, from 2016 to 2017, their key performance indicators (KPIs) showed that reviews increased 84%, overall experience score improved 3.7% and response rates boosted 72%.

 

About the Author

Kayla Zamary
Marketing Manager

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