In conclusion, take a holistic approach when
capturing and analyzing online ratings, reviews,
and surveys to get a 360-degree view into the
patient experience. Prioritize what categories you
want to start tracking at first (i.e., patient access,
physician bedside manner, etc.). Implement simple processes for responding to patient feedback
(online or survey).
F Identify your practice’s pain points.
F Determine meaningful reports to share with
F Establish scheduled meetings to review with
F Set goals and empower your teams to make
You have a stake in your practice. Use patient
feedback to your advantage.
1. Binary Foundation. 2017. Binary Fountain Unveils Results of the “Healthcare
Consumer Insight & Digital Engagement” Survey. Press release, December 5, 2017.
Accessed June 4, 2018 at prweb.com/releases/2017/12/prweb14981299.htm.
2. G. LaDue. 2017. Highlights from the Healthcare Consumer Insight
& Digital Engagement Survey. Binary Fountain Blog, December
5, 2017. Accessed June 4, 2018 at binaryfountain.com/blog/
3. National Institute of Standards and Technology. 2017. Baldrige Criteria
Commentary (Health Care). Baldrige Health Care Criteria for Performance
Excellence Categories and Items. Accessed June 4, 2018 at nist.gov/baldrige/
4. S. Egan. 2017. Webinar Highlights: Marketing Strategies for Patient
Engagement and Acquisition. Binary Fountain Blog, August
29, 2017. Accessed June 4, 2018 at binaryfountain.com/blog/
5. B. Williams. 2018. Physician Practices Making a Difference in Patient Experience
and Patient Loyalty. McLean, VA: Binary Fountain Blog, February 20, 2018.
Accessed June 4, 2018 at binaryfountain.com/blog/physician-practices-making-
6. Binary Fountain. 2017. KURE Pain Management Improves Online Reviews
and Scores by 95% with Digital Patient Surveys. Accessed June 4, 2018 at
7. S. Egan. 2017. The Power of Digital Patient Feedback Q&A. Binary Fountain
Blog, January 23, 2017. Accessed June 4, 2018 at binaryfountain.com/blog/
8. Binary Fountain. 2018. Signature Medical Group Increases Patient
Experience Scores 20%, Grows Patient Referrals with Digital Patient
Feedback. Accessed June 4, 2018 at binaryfountain.com/resource/
Leverage Patient Feedback
KureSmart Pain Management’s marketing and operation teams greatly
improved their customer service by leveraging patient feedback from
online reviews and digital surveys. It helped them understand where
they needed to make patient experience improvements with their
front desk and providers. The quantifiable data provided gave them
the evidence they needed to drive change. The insights uncovered also
served as teaching moments for staff and physicians.
In one case, a highly regarded doctor discovered his scores did
not fare well in the customer service category. Once he was aware of
the areas he needed to improve on, he went from the lowest scoring
physician at the practice in that category to the top scoring doctor
by implementing personal changes. Overall, KureSmart increased
positive reviews over 30%, and patient loyalty increased about 35%. 6
Additionally, their overall patient experience score increased by 68%,
patient loyalty increased by 52%, and ratings on bedside manner rose
by 150%. Between 2016 and 2017, KureSmart saw a 4% increase in
utilization rate and achieved a 29% growth rate that nearly doubled
their number of new patients.
Manage and Improve Operations
One of our clients launched an initiative
using digital patient surveys and online
reviews to manage and improve operations
affecting patient experience across their
facilities, as well as to inform patients
researching their physicians online.
Throughout the process, they uncovered
insights from unstructured comments,
allowing them to pinpoint opportunities
for patient experience improvements.
Setting up alerts enabled practices to
instantly identify issues, helping them
quickly connect with patients who provided
the feedback. As a result, overall patient
experience scores increased by 20%. 7 In
one case, the practice identified an issue
with making appointments. By analyzing
the feedback, they dug deep and discovered that the issue was with routing calls
in one of their phone rooms. They resolved
the issue, and their patient experience
scores improved to over 90%. 8
Aaron Clifford is senior vice president of marketing at
Binary Fountain, a leading provider of patient feedback management solutions with one of the largest
repositories of online patient reviews and surveys in
the healthcare industry.
CASE STUDY #4