Case Study: Providence Health & Services achieves up to 29% increase in patient engagement with Binary Fountain's online physician ratings and reviews

Patient Engagement Increases up to 29% with Online Physician Ratings and Reviews

Providence Health & Services, a large not‑for‑profit health system, faced a challenge: patients increasingly rely on online ratings and reviews when choosing providers, and PH&S wanted to make its own provider pages a trusted source. To address this, PH&S selected Binary Fountain’s Binary Star Ratings product to manage and publish patient ratings and comments from its CAHPS surveys on provider profile pages.

Binary Fountain implemented star ratings and moderated comments (requiring at least 30 ratings to post, allowing physician review, and removing PHI) and rolled the program out to 500+ Oregon physicians, later expanding to nearly 2,000 providers. The Binary Fountain solution drove measurable impact: specialists with star ratings saw a 29% lift in page views and primary care providers saw a 25% lift (versus 5% for profiles without ratings), 87% of patients found the star ratings helpful and 85% found comments useful, and provider search visibility improved.

Providence Health & Services

Orest Holubec

SVP of Communications