infographic Archives - Binary Fountain

[Infographic] The Patient’s Digital Journey Map

digital-patient-journey-map-infographicThere are five main steps on the digital patient journey map, and each one is an opportunity to deliver patients an exceptional experience.

In this infographic, you’ll find new insights from leading healthcare systems’ reputation management initiatives and our fourth annual Healthcare Consumer Insight & Digital Engagement survey to understand crucial touchpoints along the modern healthcare consumer’s path to care.

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1. Finding a Doctor

When healthcare consumers start their patient journey searching for care:

  • 55% ask family and friends for recommendations
  • 53% visit a provider, hospital, or physician website
  • 44% use an online search engine

Meanwhile, third-party directories like Zocdoc, CareDash, Vitals and U.S. News & World Report all have seen triple-digit growth since 2018.

Prisma Health used Binary Star Ratings along with Press Ganey patient experience surveys to publish star ratings on physician profile pages. The transparency initiative increased appointment requests by 56% and quickly improved its CGCAHPS Rate Provider score.

2. Evaluating Care Options

Location is a top factor for 49% of healthcare consumers in evaluating physicians. Patients use multiple channels and tools in their decision- making process:

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Tidewater Physicians Multispecialty Group used Binary Fountain’s listings and reputation management solutions to optimize Google My Business pages, analyze patient feedback and improve quality of care. The initiative drove up patient experience and engagement metrics across the board.

3. Booking Appointments

Offer multiple channels for patients to schedule an appointment. Consumers are using third-party sites to book appointments nearly 70% more than in 2018. Plus, incorrect or missing contact information and services not being listed are the top booking frustrations for patients.

Willis-Knighton Health System used mass text messaging campaigns to send immunization reminders to 45,000 pediatric parents and guardians during COVID-19. It reported a 60-100% increase in average online appointment bookings in the three following months.

4. Evaluating Patient Experience

Time spent waiting to see the doctor was cited by 32% of survey respondents as the most frustrating part of the patient experience, followed by:

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Temple University Health System used Binary Star Ratings to automate survey intelligence and publish physician directory pages across three medical groups. In one year, the reputation management program led to 53% higher review volume, including a 153% increase in Google Reviews.

5. Reviews and Surveys

Evaluating patient feedback can inform review generation strategies. Only 18% of consumers have never shared healthcare feedback on online platforms. The top sites where patients share their healthcare experiences online are:

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And there’s much more. Check out the full infographic:

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For more on patient experience and reputation management, you can visit our COVID-19 Resources Page and browse these articles:


[Infographic] How the Rise of Telemedicine Will Impact Patient Experience

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The adoption of telemedicine has shifted into hyper-drive over the past few months, with virtual healthcare interactions on pace to top 1 billion by year’s end. Yet, in 2019, only 17% of consumers were aware that their health system or insurance provider offered telemedicine as an alternative to in-person care.

To build online visibility for these services and improve the quality of virtual care, providers need to understand the impact of telemedicine on patient experience.

In our latest infographic, we’re sharing data on telemedicine surveys and reviews that can shape your marketing and patient experience strategies as the technology becomes ubiquitous.

The surge in telehealth popularity is clear. Teladoc Health says its video appointments surged 50% in a single week in March, and Kaiser Permanente similarly used telemedicine to reduce in-person visits to specialty physicians by 40% in one week.

Consumer comfortability with telemedicine is high as well, and they frequently seek it out as a care option. Four out of five consumers are more likely to select a medical provider who offers telemedicine services over one who does not.

Care quality is the top consumer concern about telemedicine, followed by data security and privacy, but studies show promise in the quality of virtual visits. Massachusetts General Hospital research showed that, when comparing virtual video visits and office visits, most patients and clinicians reported no difference in the overall quality of the visit. Not to mention, nearly 95% of reviews in the study indicated positive emotions.

So, how will the rise of telemedicine impact patient experience at your organization?

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For more about telemedicine’s impact on reputation management and patient experience, you can visit our COVID-19 Resources Page and browse these resources:


The Online Conversation Around COVID-19 [Infographic]

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How do you engage with the online conversation surrounding COVID-19? First, you have to know what patients and consumers are saying – and where they’re saying it.

Binary Fountain’s platform has collected more than 150,000 online mentions regarding the coronavirus pandemic. Those mentions, across surveys, social media and third-party listings, have increased by more than 8,000% between January and March, with the pace still rising.

In our latest infographic, we’re sharing what we learned about the COVID-19 conversation using data from our healthcare clients. Here are some of the key highlights:

Social media is more densely populated with COVID-19-related brand mentions than third-party review sites, as 75% of consumers use social media every day for virus information. Twitter is attracting the most mentions – more than 100,000 – but Facebook and Instagram are rising in popularity.

Though organic search engine traffic for Binary Fountain clients decreased by 65% between early March and early April, phone calls to healthcare systems from Google Search rose in March as patients asked about coronavirus symptoms, testing and cancellations for other medical appointments.

However, the number of clicks to phone calls on Google My Business profiles has now fallen by 45% in that timeframe. That decrease is smaller, though, than the decrease of clicks to websites (-56%) and clicks to directions (-74%).

With brand mentions related to coronavirus appearing so frequently – more than 53,000 in the first half of April – healthcare organizations will have to prioritize review responses and social media engagement by the amount of informational value they can provide to patients and their communities.

So, how can health systems track the online conversation and keep consumers informed?

Click here to view the full infographic.

For more on reputation management during the coronavirus health crisis, you can visit our COVID-19 Resources Page and browse these articles:


Keys to a Winning Strategy for Local Listings Management [Infographic]

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How important are local listings for multi-location businesses? 

When people conduct an online search, they are often looking for nearby options first and foremost. About 33% of consumers use search engines to find local businesses every day. And 50% of Google searches have local intent.

Simply put, it means your enterprise needs a strong local listings strategy. Whether in-house, manually updating listings or through a vendor, every organization with multiple locations should focus on listings management as a main tenet of their marketing.

Consumers use local search in order to make purchase decisions, and your online listings are their front door.

Check out our local listings infographic for eye-opening statistics on the importance of managing them correctly.

Click here to view the full local listings infographic.

Want to learn more about how Binary Fountain can improve your online reputation?

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Reputation Roundup: How Multifamily Property Managers Boosted Renter Feedback in 2019 [Infographic]

Renter surveys and online reviews hit record highs for Binary Fountain clients last year, pushing multifamily marketers to focus heavily on monitoring and responding to consumer feedback. With nearly 2 million renter reviews, 2019 brought significant increases in both the volume of online feedback and review responses.

Social media and third-party review sites produced nearly 150,000 more positive reviews than first-party renter surveys, incentivizing multifamily marketers to pay close attention to external feedback sources.

That’s no small change: The amount of review responses increased by 69% between 2018 and 2019. Not to mention, positive reviews for multifamily facilities outnumbered negative reviews five to one.

That positivity was reflected in consumer ratings throughout the year. Ratings of property managers steadily rose in 2019, with average Patient Feedback Scores, Facebook Reviews ratings and Google ratings all holding above 3.4 out of 5. Facebook’s 4.4 average rating was the highest of the three platforms last year.

Meanwhile, hundreds of thousands of comments were processed by Binary Fountain’s proprietary Natural Language Processing software, producing 2.5 million unique insights into consumer sentiment.

 

For all the insights and a peek into Binary Fountain clients’ 2019 results, download the infographic here.

Want to learn more about how Binary Fountain can give your multifamily organization’s online reputation a boost?

Schedule a Demo

 


Reputation Roundup: Healthcare Organizations Upped Their Patient Feedback Game in 2019 [Infographic]

Patient surveys and online reviews hit record highs for Binary Fountain clients last year, pushing healthcare marketers to focus heavily on monitoring and responding to patient feedback. With nearly 13 million healthcare facility and provider reviews, 2019 brought significant increases in the volume of both feedback and review responses.

Patient surveys produced nearly 1 million more positive reviews than social media and third-party review sites, giving healthcare marketers using Binary Star Ratings a swath of favorable comments and ratings to display on provider profile pages.

That’s no small change: The amount of review responses increased by 200% between 2018 and 2019. Not to mention, positive online reviews for providers using the Binary Fountain platform increased for both surveys and social media/review sites.

That positivity was reflected in provider ratings throughout the year. Online provider ratings remained high in 2019, with average Patient Feedback Scores, Facebook Reviews ratings and Google ratings all above 4.1 out of 5.

Meanwhile, millions of comments were processed by Binary Fountain’s proprietary Natural Language Processing software, producing 53 million unique insights into consumer sentiment.

 

For all the insights and a peek into Binary Fountain clients’ 2019 results, download the full infographic here.

Want to learn more about how Binary Fountain can give your online reputation a boost?

Schedule a Demo

 


10 Stats That Show How Google Maps Is Evolving For Local Businesses

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Showing up on Google Maps is absolutely essential for attracting new customers. Having your business properly listed and appear in search results can be the difference of making it big and being forgotten.

If you run a storefront, hospital or other brick and mortar business, the importance of Google Maps can be immeasurable for people visiting your business. Google Maps is the forefront of trusted information online and showing up in search results is essential to connecting with new customers.

But since its initial launch in 2005, Maps has continued evolving to fit the needs of its user base, transforming from a general map function to a full-fledged GPS and online listings platform.

Despite the fact that there are more than 1 billion monthly active users, many do not understand the full potential that Maps offers local businesses in their quest to reach #1 in search rankings.

We’ve pulled together a handy infographic to demonstrate the impact Google Maps has on local business searches and where people are finding the most success with the app.

Download the infographic here to see all of the insights.

Want to learn more about how Binary Fountain can give your online reputation a boost?

Schedule a Demo

 


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