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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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3 Best Practices for Optimizing Your Social Media Management Strategy

Webinar. Learn best practices for managing social media content at-scale and how to make this process more efficient.

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Tuesday, June 25
11 AM PDT; 1 PM EDT
Duration: 30 minutes

Social networks are one of the biggest sources of inspiration for consumer purchases today, with 37% of consumers finding purchase inspiration through the channel. In order for your organization to succeed, you need to nimbly navigate the social scene and go where your customers are having conversations about your brand.

But even if you already have a social media strategy in place, you need a collection of tools that will post content, alert you when there are replies and track topics that are important to your customers. Without the right management in place, handling all of these tasks can be cumbersome and counterproductive.

In this webinar, Binary Fountain’s Project Manager Jeremy Lowry will cover best practices for managing social media content at-scale and will demonstrate how an all-in-one social media management platform can make this process more efficient and meaningful for your organization.

You’ll learn how to:

  • Uncover opportunities to improve service by tracking online topics and conversations that are important to your customers
  • Open new communication channels by publishing content to multiple social media platforms simultaneously
  • Use insights from social media to tailor marketing messages and campaigns to customer needs

Speakers: 

  • Kayla Zamary, Sr. Marketing Manager, Binary Fountain
  • Jeremy Lowry, Product Manager, Binary Fountain

About the Author

Katrina Yang
Digital Marketing Strategist

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How VITAS Healthcare Responds to 100% of Online Reviews

Webinar. Learn how VITAS increased its online review volume and responded to all online reviews with Binary Fountain.

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On-Demand Webinar
Duration: 60 minutes

How do you get started with managing your organization’s reputation online when you only have a few reviews—if any at all?

In this webinar, we’ll breakdown how a leading hospice care organization went from struggling online to generating 20% more reviews year over year, and how their initiatives to build up their online reputation subsequently increased patient engagement.

You’ll learn how to: 

  • Optimize listings on Google and benchmark analytics across multiple locations.
  • Generate more online reviews by experimenting with new patient engagement strategies.
  • Use star ratings to spark growth and change within your organization.

Speakers 

  • Jeffrey Stewart, Assistant Vice President of Digital Communications, VITAS
  • Russell Pressler, Marketing Analyst, VITAS
  • Nitin Potarazu, Senior Director Strategy and Corporate Development, Binary Fountain

About the Author

Kayla Zamary
Marketing Manager

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Murfreesboro Medical Clinic and Surgicenter Increases Patient Review Volume by 500% with Binary Fountain

Case Study. Learn how Murfreesboro Medical Clinic and Surgicenter implemented a mobile review generation solution to increase review volume by 500% over 6 months.

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Murfreesboro Medical ClinicMurfreesboro Medical Clinic and Surgicenter (MMC) is the single largest multispecialty clinic in the city of Murfreesboro. It is a physician-owned multi-specialty group offering patients access to primary care services, as well as 20 different specialties. The facility offers patients a single-source solution for all their medical needs, although it also operates two satellite walk-in clinics.

MMC has served patients in the area for almost 70 years and employs 80 physicians with a total of 120 medical professionals, including nurse practitioners and other staff. The city of Murfreesboro is located in one of the fastest growing counties in the United States with a significant influx of new residents.

The Challenge

Patients have greater access to information to help them make decisions concerning medical care providers today thanks to the internet. Online reviews and reputation can have a significant impact on a facility’s success or lack thereof, a fact that MMC learned to their detriment.

Binary Fountain’s offerings helped MMC accomplish their need to move away from the facility’s paper survey system. Paper surveys were available for patients to fill out in the waiting room. The facility had no online focus and only a single patient advocate to follow up on reviews and ratings. They began to notice a marked drop off in patients completing in-house surveys and a surge in online reviews, particularly patients going to Facebook to post negative experiences.

The facility’s marketing department determined they needed to learn how to manage online reviews and discovered Binary Fountain. Binary Fountain’s solution was presented to the board at the ideal time. The need to mitigate the damage from the Facebook post combined with the decline of paper survey completion created an urgency for managing online reviews.

The Initiative

Originally, managing patient reviews did not fall under the purview of marketing. It was the responsibility of the facility’s single patient advocate. However, as more and more negative reviews accumulated, it became marketing’s obstacle.

Murfreesboro Medical Clinic and Surgicenter chose Mobile Testimonials as the tool of choice to help begin repairing their online reputation and manage the online conversation surrounding their brand.

Changing the Conversation and Generating More Reviews

Prior to using Binary Fountain’s Mobile Testimonials platform, MMC had no means for patients to provide feedback on their experience other than their outdated paper survey in the waiting room. There was no digital platform for patients to use; leaving reviews on the facility’s Facebook page was the only recourse available to patients.

MMC opted to roll out a text-based feedback program. The first step was to build patient awareness. They accomplished this by posting notices within the waiting room, the restrooms, and throughout the rest of their facility alerting patients to the fact that they would begin to receive text communications from the facility. As awareness grew, so did patient acceptance, even eagerness to participate.

The Outcome

Using Binary Fountain’s tools and central dashboard, MMC was able to achieve considerable success. Within mere months of instituting its new text message campaign, the facility’s Facebook rating improved from 2.9 to 4.1. The facility’s Patient Feedback Score (PFS) rating rose from 3.1 to 4.2. In addition, the facility’s open rate/conversion rate has increased by 2% since May 2018.

One of the most startling changes has been a dramatic increase in review volume. MMC’s number of reviews has grown significantly since implementing Binary Fountain’s solution. From November 2017 through April 2018 (when the Mobile Testimonials solution was introduced), the facility saw 1,498 reviews. From May 2018 through November 2018, the facility has received 6,945 reviews, marking a 500% increase in review volume.

MMC’s PFS score has also increased substantially since taking control of their brand and the conversation surrounding it. From November 2017 through April 2018, the facility’s PFS score was 3.4. From May 2018 through November 2018, it rose to 4.1, marking a 20.59% increase.

The success with Binary Fountain has created numerous changes within MMC. Reports are shared with the board quarterly, where the competitor feedback score and performance review allow accurate benchmarking. The facility is leaving more personalized feedback to reviews as well in an effort to improve the overall patient experience. Physicians have been happy with the reviews they see and marketing is now delivering monthly reports to each department highlighting patient reviews and enabling agile actions and responses based on feedback concerning real-world scenarios.

The data has shown that in many instances, a negative review has little to do with the physician, and more to do with the rest of the patient’s experience at the facility, including with front-office staff, wait times, insurance, and even with situations in the parking lot.

Not all reviews are receiving responses and MMC is working to improve their response rate, as well as the level of personalization for each response, whether the review is positive or negative.

Ultimately, Binary Fountain’s Mobile Testimonials solution has driven home the importance of patient reviews and online reputation management while enabling better access to real-time information and improving the facility’s ability to respond and engage with patients.

Want to learn how Mobile Testimonials can help your organization increase review volume? Schedule a demo today to see it in action.

About the Author

Kayla Zamary
Marketing Manager

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Uncovering Nuances in Healthcare 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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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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On-Demand Webinar

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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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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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