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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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2020 Healthcare Consumer Insight & Digital Engagement Survey

Our fourth annual Healthcare Consumer Insight & Digital Engagement survey includes consumer trends and behaviors shaping the healthcare industry in 2020 and analysis to fuel your patient engagement strategies for years to come.

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Healthcare consumers are sharing more information than ever about their experiences with providers, facilities, listings, and all aspects of the patient journey.

As the digital customer experience changes at every touchpoint – from search to scheduling to surveys – healthcare professionals must understand what consumers need each step of the way.

For the fourth consecutive year, we asked consumers about their preferences and experiences to bring you the results of our 2020 Healthcare Consumer Insight & Digital Engagement survey. In this e-book, you will find the consumer trends and behaviors shaping today’s healthcare industry and analysis to fuel your strategies for years to come.

You will discover:

  • Where patients find healthcare information online and which factors matter most to their decision-making process.
  • How reviews and ratings are influencing consumers, and where they leave feedback about providers.
  • The impact of search engines, social media, and healthcare-specific review sites on your brand reputation.
  • Growing opportunities to engage consumers online and attract new patient revenue.

About the Author

Kieran McQuilkin
Content Marketing Specialist

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What Healthcare Consumers Want in 2021: Breakdown of Key Survey Results

Webinar. Stewart Gandolf of Healthcare Success joins Binary Fountain to analyze results from the 2020 Healthcare Consumer Insight & Digital Engagement survey.

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webinar-2020-healthcare-consumer-surveyOn-Demand Webinar
Duration: 60 Minutes

The digital patient journey is changing at every touchpoint – from search to scheduling to surveys. Will today’s shifts in consumer behavior be an opportunity or obstacle for your healthcare brand in 2021?

Healthcare marketers and patient experience professionals must work together to meet patients at their time of need and match their rising expectations of quality care.

For the fourth consecutive year, we surveyed U.S. healthcare consumers to understand their current preferences, frustrations and influences throughout the digital patient experience.

Stewart Gandolf, CEO of Healthcare Success, joins Binary Fountain’s Aaron Clifford to unveil results from the 2020 Healthcare Consumer Insight & Digital Engagement survey. They offer data-driven tips and strategies that you can immediately use to improve your healthcare brand’s reputation, maximize your online presence, optimize the customer experience, and ultimately drive new patient revenue.

What you’ll learn:

  • How patients are finding doctors online and using reviews to make care decisions
  • Which factors matter most to healthcare consumers throughout the patient journey
  • Where patients leave reviews and how to generate high-quality feedback on all your listings

Speakers:

  • Stewart Gandolf, CEO, Healthcare Success
  • Aaron Clifford, SVP of Marketing, Binary Fountain
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About the Author

Kieran McQuilkin
Content Marketing Specialist

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Guide to Reputation Management for Dentists and Orthodontists

In this e-book, we explore how dental practices can maximize ROI from digital marketing efforts by making the most of patient reviews and local listings.

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The dental industry is competitive, and in most cities, patients have numerous practitioners close to one another. How do you show consumers that they should choose you over another dentist or orthodontist?

Review management has become essential to growing the patient base for oral healthcare providers. Patient reviews build trust and credibility, which in turn improve loyalty and service-line revenue. Your online reputation is even more critical if you work in an area where dental coverage is limited.

Today, patients read an average of nine reviews before choosing a doctor, and 76% of consumers trust online reviews as much as recommendations from family and friends. Actively managing your organization’s online reputation ensures that whenever and wherever prospective patients are looking for services like yours, they are presented with compelling, positive information about your brand.

In this e-book, we explore how dental practices can maximize ROI from digital marketing efforts by making the most of patient reviews and local listings.

You will learn:

  • How reviews impact your dental group and how to create an affective review management strategy.
  • Tips on collecting patient feedback, analyzing consumer sentiment and displaying reviews online.
  • Reputation management strategies that enhance your online presence, local brand authority, and revenue streams.

About the Author

Kieran McQuilkin
Content Marketing Specialist

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How Baptist Health Increased Review Volume by 320% in 6 Months

Case Study. BHSF launched SMS text campaigns asking for reviews across its urgent care locations to increase review volume and patient volume.

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baptist-health-south-florida-logoThis case study highlights how Baptist Health South Florida (BHSF) increased its review volume with Mobile Testimonial campaigns. The campaign showed significant positive results within 30 days with higher Google ratings and increased patient volume. 

BHSF is one of America’s preeminent healthcare institutions, with more than 23,000 employees and 4,000 physicians in virtually all specialties. 

Headquartered in Coral Gables, Fla.Baptist Health includes 11 hospitals and 100 outpatient centers, urgent care facilities and physician practices spanning across Miami-Dade, Monroe, Broward and Palm Beach counties. In 2019, it recorded 327,000 urgent care center visits and total patient encounters just under 1 million.

 

The Problem

Baptist Health’s immediate need was capturing reviews across its locations, responding to those reviews, and providing service recovery. The marketing team’s digital advertising campaigns were spending too much budget with little impact on urgent care facilities, which had historically low ratings on review sites. 

Baptist Health provided monthly reports to its operations team including the types of patient feedback coming in. Its urgent care team recognized those locations’ historically low star ratings on Google Reviews, with the impression that positive reviews were few and far between. 

The urgent care centers’ review volume was low at many locations and better at others, ranging from eight to 130. Consumers searching for urgent care near me on Google were not frequently seeing Baptist Health listings, says Valeska Valencia, who runs the healthcare organization’s social media and reputation management strategies. 

We weren’t asking people to leave reviews, so we didn’t have an accurate snapshot of our customers’ experience. But how do you know it’s negative if you don’t ask? 

It was clear to Valencia that Baptist Health needed to generate more reviews for its urgent care centers to improve their star ratings and search rankings. The healthcare organization engaged Binary Fountain, who already supplied its review management solution, to launch a Mobile Testimonials campaign.

 

The Solution

Baptist decided to launch SMS text campaigns asking for reviews across its urgent care locations, using Binary Fountain’s Mobile Testimonials solution. 

The marketing department used Binary Fountain’s review management platform to pull review data from urgent care locations. It used that feedback data to figure out which locations to target for improvement and to pitch the review generation campaign to operations teams. 

“Once we got buy-in from the operations team, and laid out all the benefits of the campaign, they wanted to get started right away,” Valencia says. 

BHSF Mobile TestimonialTo choose which review platform these text campaigns should target, Baptist Health used Binary Fountain’s platform to see where its urgent care customers were leaving reviews.

Google was where we were hurting, and that’s where people are searching for urgent care facilities and leaving reviews,” Valencia says. 

Fueled by insights from Binary Fountain, the department decided this campaign would ask patients to leave reviews on Google for maximum ROI. For the best potential conversion rate, text messages were an easy choice over email. 

Baptist Health worked with Binary Fountain to craft the messaging, using examples from our clients, and soon after began sending texts to patients.

“[Setup] was a three- or four-step process, it was very easy,” Valencia says. “And doing mobile testimonials specifically for Google made it a seamless process for the user.”

Baptist Health started its first mobile testimonial campaigns in December 2019 with a goal of reaching a minimum 4.0 star rating and 100 reviews for each locationThe campaigns showed significant positive results within 30 days, and have continued strongly since then.

 

The Results 

These are results from Baptist Health’s Mobile Testimonial campaigns at two dozen urgent care locations.

Review Volume

In six months, the text messaging campaigns delivered a 322% increase in online reviews across urgent care facilitiesgrowing from 1,500 to 6,300. More than 90% of locations using Mobile Testimonials now have more than 100 Google reviews, with an average of 353 reviews.

“Every piece of it was successful,” Valencia said, “especially the number of reviews that each location now has.”

Baptist Health reports that it is getting ranked higher on search results because of the text campaign, given reviews’ impact on search rankings. It also hasn’t seen any negative impact on Press Ganey survey results from the new emphasis on Google reviews. 

The influx of new reviews also gave Baptist Health an immediate opportunity to grow as a business, Valencia says. 

“There’s no more guessing about how people feel. These are real-time reviews, which means real-time service recovery, and that makes a direct impact on the location and the organization.”

Google Star Ratings

Out of 22 urgent care centers using Mobile Testimonials, just five started with a Google star rating above 4.0. Now, every location has a 4.3 Google star rating or above. 

With an average conversion rate of 15.2%, the campaigns increased ratings by an average of 0.8 stars in just six months – some adding 1.6 stars in that time. 

The two locations with the fewest historical reviews had the highest campaign conversion rates – 19% and 20% – which multiplied their respective review volumes several times over. With 4.7-star ratings on Google and healthy review profiles, they are both now more visible through SEO and more enticing to prospective patients.

Patient Experience Insights

With a new trove of patient experience data, Baptist Health analyzed the feedback to understand what its urgent care centers can do more of, what they lack, and where they can improve. 

“Before testimonial campaigns, we were guessing what the patients wanted,” Valencia says. “It was eye opening, because patients pointed out things we didn’t even know we were doing wrong, and it gave our operations team an opportunity to fix it.”

Following the success of its urgent care testimonial campaigns, Baptist Health now plans to repeat the process for all outpatient, sameday service lines, eventually running review generation campaigns for all its locations and providers.

 

Increase Patient Volume with Mobile Testimonials

Baptist knows that we’re living in a world of transparency, especially in healthcare, where consumers want to make informed decisions about whom they trust. It uses Binary Fountain’s platform to strategize where to drive feedback and to gain insights into improving its business. 

The bottom-line improvement is clear, Valencia says: “Patient volume increased – with an easy solution.” 

Read The Full Case Study

 

To join the ranks of Baptist Health and the hundreds of health systems mastering the patient experience using Binary Fountain’s platform, book a free demo today.

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About the Author

Kayla Zamary
Marketing Manager

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Prisma Health Increases Web and Foot Traffic with Provider Transparency Program

Prisma Health used Binary Fountain’s Star Ratings solution to leverage first-party survey data, boost web traffic and increase appointment requests by 56%.

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prisma-health-logoThe Problem

When patient experience managers at Prisma Health saw how third-party reviews led the online conversation about their healthcare organization, they launched a plan to take back control of its digital reputation.

To do so, they implemented a transparency program that leveraged first-party survey data to significantly boost web traffic and increase appointment requests by 56%.

Prisma Health receives about 800 new survey comments per week. While many of them can be reviewed and dealt with quickly, a significant portion fall into “gray areas” where discussion is required for whether to include or exclude a comment.

With that in mind, they had to decide how many providers to include and which types of employees were appropriate to spend their time on those duties.

Prisma Health’s transparency leaders created presentations that explained the many benefits of tracking and displaying these survey comments. But providers also wanted to know exactly how star ratings were calculated and how they were involved in the appeals process.

To gain their trust and participation, the transparency program’s leaders needed to listen and be empathetic, but also needed quantitative and anecdotal data to garner physician buy-in.

The Solution

Prisma Health paired Binary Fountain’s Star Ratings solution with the right team of organizational leaders and a clear, fair appeals process to launch its transparency initiative. It also had a weekly call with partners at Binary Fountain and Press Ganey, who supplied advice on who to include and how to handle pushback from frontline providers.

With six months of survey feedback that had been analyzed by our platform, Prisma Health went live internally with physician champions. Binary Fountain used its Natural Language Processing (NLP) technology to analyze each review every quarter, before sending them to the organization’s transparency leaders for approval and rejection.

Providers received quarterly reports including their Patient Feedback Score, frequently mentioned topics from surveys, and benchmarks among other physicians. Those robust physician profile pages were then used as examples to bring in other providers and publish reviews to their pages.

Prisma Health set up transparent criteria for publishing reviews, detailing which topics were “black-and- white” in terms of exclusion, like PHI, comments related to survey tool, profanity and billing. Criteria in gray areas, which the appeals committee spent the most time on, were more subjective and debatable.

The healthcare organization also frequently edited comments instead of excluding them outright, in order to publish as many valuable reviews as possible.

The Results

For Prisma Health’s patient surveys, results for both its “rate provider” and “MD communication” questions improved substantially since transparency went live externally – meaning ratings were displayed publicly on physician profile pages.

In about 18 months, its CGCAHPS Rate Provider score increased from the 75th percentile rank to the 83rd. Meanwhile, its CGCAHPS MD Communication Domain score increased from the 60th percentile rank to the 72nd.

As for website metrics, Prisma Health saw appointment requests increase by 56%, unique page views increase by 17%, and average time on page increase from 46 seconds to 80 seconds since implementing Binary Fountain’s transparency solution.

And there’s much more.

Read The Full Case Study

 

 

About the Author

Kieran McQuilkin
Content Marketing Specialist

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Get Ready! How the Digital Patient Journey is Changing

Join Binary Fountain for a data-driven dive into the new healthcare consumer mindset. Discover how to strengthen your online presence, brand reputation and customer experience in 2020 and beyond.

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webinar-medicom-patient-journey

On-Demand Webinar
Duration: 45 Minutes

Leverage What Data Reveals About the Shift in Today’s Healthcare Consumer Behavior

The patient journey has evolved dramatically this year. Healthcare marketers must adjust their strategies to meet patients and prospects where they are – online.

Healthcare consumers are influenced more than ever by local search, review sites and online ratings. To understand their behavior, we must analyze the customer experience before and after they visit a provider.

Join us for a data-driven dive into the new healthcare consumer mindset. Discover how to strengthen your online presence, brand reputation and customer experience right away.

In this 1-hour webinar, we will cover:

  • How consumers search for providers and make care decisions
  • Where patients leave reviews and engage with healthcare brands online
  • Which digital touchpoints are most valuable to healthcare consumers

Speakers:

  • Tony Huth, Co-Founder & President, Medicom Health
  • Andrew Rainey, EVP of Strategy & Corporate Development, Binary Fountain
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About the Author

Kieran McQuilkin
Content Marketing Specialist

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Guiding Consumers from Digital Front Door to Conversion

Jane Crosby and Aaron Clifford discuss ways to combine content, reviews and SEO tools to create a frictionless healthcare consumer experience that leads to conversions.

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true-north-binary-fountain-webinar

 

On-Demand Webinar
Duration: 40 Minutes

The most effective healthcare marketers own the patient experience. It begins with the consumer’s first interactions through search and social media and continues with exposure to online ratings and reviews through to goal conversions and access to care.

Hosted by strategy leads at Binary Fountain and True North, this webinar will teach you how to power the consumer journey by combining content, reviews and SEO tools to create a frictionless online experience.

Aaron Clifford and Jane Crosby will break down how COVID-19 has shifted priorities for healthcare marketers, the state of content marketing in the medical industry, and how to meet patients at the “moment of truth” in their decision-making process. They’ll discuss ways to use marketing content and reviews to turn prospects into patients through strategic calls to action, and how patient feedback data can inform your listings and reputation strategy.

Speakers:

  • Jane Crosby, VP of Business Development, True North
  • Aaron Clifford, SVP of Marketing, Binary Fountain
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About the Author

Kieran McQuilkin
Content Marketing Specialist

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Guide to Review Management for Eyecare and Ophthalmology Clinics

Ebook. Learn strategies for eyecare and ophthalmology clinics to manage reviews, improve business listings and measure patient experience using customer feedback.

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Maintaining an engaged, loyal patient base is a revenue-generating necessity for any eyecare center or ophthalmology office.

Your total review volume, average star ratings, recency of reviews and how your practice responds to feedback all factor into a prospective patient’s decision—and into your online visibility. Not to mention, four out of five patients use online reviews to choose their eyecare provider.

That’s a critically important consideration in this competitive industry, where the compound annual growth rates for independent optometrists (2.8%) and mass retailers (3.1%) are similar, even though the two may be viewed as direct competitors. Ophthalmologists are performing even better, with annual growth of 4-5%. These three vision care industry segments represent an approximately $40 billion market that is projected to grow steadily throughout the next decade.

Monitoring reviews and reaching new patients online requires engaging consumers on multiple platforms, which can challenge even the most efficient healthcare marketing departments. Building and protecting your online reputation takes time, effort and resources that you may feel you just don’t have.

The good news? You do not have to be everywhere at once to build a robust online presence and successful review management strategy.

In this guide, you’ll learn the best ways to manage your reviews, improve listings and search results for your facilities, and measure patient experience using feedback from eye exams and treatments.

As a framework for review management for eyecare and opthalmology clinics, we cover the following:

  • Understanding patients’ care decisions and optimizing listings for local search.
  • Attracting loyal patients by generating, monitoring and responding to online reviews.
  • Collecting, analyzing and displaying feedback to increase transparency and improve patient experience.
  • Leveraging your online reputation to increase eyecare appointments and service-line revenue.

You’ll learn ways to attract more eyecare patients and use their feedback to efficiently increase appointment bookings and revenue for your healthcare organization.

About the Author

Kieran McQuilkin
Content Marketing Specialist

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How to Engage Physicians to Recover Lost Revenue from COVID-19

Webinar. Top healthcare communicators cover key strategies for engaging providers and recouping revenue lost during COVID-19 through digital tools.

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webinar-engage-physicians-covid-19Upcoming Webinar
Thursday, Aug. 27 – 11 a.m. PT, 2 p.m. ET
Duration: 60 Minutes

No matter what your specialties are, most healthcare groups have had two common experiences during COVID-19:

The first is a newfound reliance both on local listings and on fast, informative physician engagement. The second is a pressing need to rebuild revenue streams – which means rebuilding patient trust.

In this webinar, Shahid Shah, co-founder of Citus Health and publisher of Netspective Media’s digital health properties, joins David Elstein, senior communications specialist for the American Board of Orthopaedic Surgery. In a conversation with Binary Fountain EVP of Strategy & Corporate Development Andrew Rainey, they’ll cover key strategies for engaging providers, determining which financial losses are recoverable, and recouping lost revenue through reputation improvements and digital tools.

You will learn:

  • How and where Covid-19 is impacting revenue for healthcare systems.
  • How much of that lost revenue is recoverable, and through which channels.
  • Strategies for engaging patients and providers digitally, and which platforms to target.
  • Efficiently communicating with providers and finding business-line or marketing-based opportunities to rebuild patient trust.

Speakers:

  • Shahid Shah – Co-Founder, Citus Health; Publisher of Digital Health Properties, Netspective Media
  • David Elstein – Senior Communications Specialist, American Board of Orthopaedic Surgery
  • Andrew Rainey – EVP of Strategy & Corporate Development, Binary Fountain

About the Author

Kieran McQuilkin
Content Marketing Specialist

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Guide to Managing Your Healthcare Organization’s Employer Brand

Your healthcare organization’s recruitment and retention of talent depends on its employer brand. Here are strategies for HR managers to analyze employee reviews across Indeed, Glassdoor and LinkedIn, and build authority as a company of choice for healthcare professionals.

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While marketers create communication plans to attract and retain consumers and build a valuable brand reputation, HR professionals need to do the same to engage and retain top employees.

In healthcare, employer brand is particularly critical given the positive impact that better talent and higher employee satisfaction have on care outcomes. When employees are happy and productive, the organization’s brand, reputation and business goals are all supported.

The outcomes are measurable and real: Employee engagement drives both healthcare quality and financial returns.

Managing your organization’s reputation on recruiting platforms and review sites will be an increasingly important component of your business strategy in the months and years ahead.

To break down the landscape of employer branding in today’s healthcare industry, we cover the following:

  • Understanding the impact of employer brand on recruitment and retention of healthcare talent.
  • Collecting and analyzing employee reviews across Indeed, Glassdoor and LinkedIn.
  • Prioritizing your employer branding efforts and maximizing ROI for online reputation management.
  • Building your online presence and authority as a company of choice for healthcare professionals.

About the Author

Kieran McQuilkin
Content Marketing Specialist

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