PatientTrak and Points Group Partner to Provide Enhanced Patient Satisfaction and Experience

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Florham Park, NJ, May 21, 2018 – Points Group, a leading strategy, branding and marketing company that specializes in healthcare, and PatientTrak a leader in patient satisfaction solutions, have announced a partnership between the two companies. Together, they combine the superior software capabilities of PatientTrak with Points Group’s expertise in the areas of patient experience and marketing, to deliver unmatched services to their clients.

The partnership provides a variety of services that help clients in the healthcare industry implement the leading patient feedback software, while maximizing the impact by applying best practices for a highly improved patient experience. The services include software customization, patient experience audit, process improvement, patient satisfaction survey development, reputation management and employee customer service training.

“Our two companies create a perfect synergy. For many years, we’ve been focused on helping our clients to improve their patient experience. PatientTrak’s software aligns perfectly with our consulting and marketing services in this field. Together, we are able to provide custom solutions and services unparalleled in the healthcare industry,” states Thomas Hofstetter, Managing Partner of Points Group.

“We are excited to partner with Points Group as their marketing and consultative expertise complements our software solutions and adds a new level of benefit to clients using PatientTrak.”, states James W. Hermann, CEO, PatientTrak.

The partnership is a national initiative, with exclusive rights held by Points Group in the Northeast region of the U.S. The PatientTrak software can be purchased through PatientTrak or Points Group. In addition, Points Group provides enhanced services that are bundled with the software purchase.

About Points Group

With almost two decades of experience, Points Group has evolved from a management consulting group to a nationally recognized, award-winning full-range marketing agency with a specialty in healthcare. Combining strategic thinking with tactical execution, Points Group helps companies to grow, market and improve their services, operations and customer or patient experience.

About PatientTrak

PatientTrak, is the leading cloud-based patient satisfaction platform that includes Visit Flow, Online Reputation and Patient Engagement services used by healthcare organizations to reduce wait times, build their brand, and improve patient satisfaction.

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Women’s Care Florida chooses PatientTrak!

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We are pleased to announce that Women’s Care Florida as selected PatientTrak as its provider of online healthcare reputation management.

Women’s Care Florida (WCF) is a specialty women’s health physician group offering patient care in obstetrics and gynecology, gynecologic oncology, urogynecology, gynecologic pathology, breast surgery and genetic counseling. WCF has more than 200 healthcare providers that care for more than 350,000 patients annually, performing more than 13,000 deliveries per year and conducting more than 450,000 obstetrical, preventive, and gynecological visits yearly. WCF has 67 outpatient locations across Florida. WCF providers have privileges at 13 hospitals and are in-network with the major insurance companies. WCF was founded in 1998 by a small group of OB/GYN physicians. The organization has grown tremendously through the years by remaining true to its mission – “Improving the Lives of Women Every Single Day.”

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Why Patient Satisfaction Matters Beyond Quality of Care

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Patients choose where they go for care. The number one driver for patient satisfaction is perceived wait times measured against expectations. Facilities that do not provide visibility into their patient flow cannot manage or improve it. This results in lower physician and facility online reviews, lower reimbursement, weakening of the brand and decreased new patient acquisition.

Leading healthcare providers are taking patient satisfaction seriously as patient expectations are now changing. Facilities are streamlining the registration process, measuring patient wait times from door to discharge and proactively gaining insight into the patient experience post discharge.

Technologies like allow healthcare facilities to measure and manage wait times, streamline patient flow, improve staff efficiency and manage their online reputation.

Patients register through a kiosk upon arrival allowing wait times to be measured at each step of the process. Patient tracking boards display estimated wait times and let patients know where they are in line for care.

“Sometimes it isn’t the wait time that creates anxiety. It’s no knowing how long it will be or that someone else is getting in line in front of you”

Text messaging, staff-to-staff, staff-to-patient and staff-to-family, helps caregivers communicate with patients, lower anxiety, and increase patient satisfaction. Automated appointment reminders help patients keep their appointments and arrive on time. This further helps streamline the patient experience while increasing revenue for health care providers.

“Text messaging allows patients to go get a cup of coffee or run to the gift shop while waiting, decreasing anxiety and perceived wait times”

Automating post-discharge satisfaction surveys allow providers to understand the patient experience to improve the quality of care while boosting physician and facility online reviews.

PatientTrak’s cloud-based visibility solutions including Visit Flow, Online Reputation and Patient Engagement are used by healthcare organizations across the country to reduce wait times, build their brand, and improve patient satisfaction.

– Patient Flow, Tracking, Queuing and Reporting Solutions
– Online Reputation Management – Reviews, Surveys, Profile Listing, Web Optimization
– Patient Engagement, Acquisition & Marketing, Appointment Reminders

PatientTrak has been providing visibility solutions and online reputation management tools to facilities across the country for over 13 years.

To learn more visit or contact Bruce Webster at

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Healthcare reputation management. How is this done?

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Every institution is doing one or other type of reputation management. Meaning that they are making sure that they know what clients or patients are thinking about the institution. This is the same for any medical institution.

But, the one question that many people are asking is how is this going to get done. How are you going to do healthcare reputation management, if not all your patients are willing to fill in a survey? With all these information, you will understand better how this is going to be done, and why the healthcare is gathering all this information.

What is medical online reputation management?

It is important to make sure that you know what is medical online reputation management. There are a couple of people that are aware of this type of management. However, there are still many people that don’t have a clue about it. And, therefore, they don’t think that it is important to give the medical institution an honest survey and review.

The medical online reputation management is where you are basically writing or reading what patients have thought about the medical institution. This is assisting other patients to decide if this is something that they should consider. For those that still don’t understand what this is, it is basically a site where you can read and write reviews to ensure that the medical team knows what you are thinking about them and how they can change to become better.

Why is this something serious to consider?

This is something serious for so many reasons. The first reason is you are going to leave a family member in the care of the healthcare institution. And, you want to make sure that you are able to know for sure that this is a great place and that your family member will be in good hands.

This is also a place where you can tell the truth about the service you received from the healthcare facility and if you are able to recommend the facility to others or not

How is this getting done

With physician online reputation management, it is really simple to get it done. With the latest technology, the internet, and the right software, it is possible to get all the information you need for your patients. And, this is why it is so simple for you to go online and to read about the reputation of a certain medical facility.

This is the only way that you can make sure that you are going to get the best information about a medical institution and be able to write a review for the reputation management.

What about doctor rating reviews?

Doctor rating reviews are the same as the medical reviews. The only difference is that this is only for a medical practice and not a whole medical institution. It is still important to consider writing the truth so that other patients can know if this is a good doctor or not.

Doctors are still using this information to improve their service and to make sure that the patient’s experience is as calming as possible.

Tips when you consider to use this reputation management in your private clinic or doctor’s office

  • When you are managing a medical facility or you are a medical doctor considering using the healthcare reputation management software, then you need to remember these things.
  • You should read the reviews and surveys and make sure that you improve on them. Answering them can also be a good thing.
  • Making sure that your patients know about the surveys and the importance for them to fill them in, will ensure that you are getting more success out of it.
  • Don’t feel like these reviews are too personal and take it personally. This is just a way that you can make sure that your practice is perfect and that you are going to get more patients than before.

These days, it is important to know more about the medical online reputation management. This is so that you can know that your patients are going to be happy. And, if you are a patient, that you know that you can assist someone else in making the right decision to visit the medical facility or not.

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Read this now! Everything you need to know about physician surveys

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Everywhere you are getting surveys that you can fill in to ensure that a business can know if you were satisfied with their service or not. However, did you ever wonder if physicians are using the same method to know if you are satisfied with their service or not? Or, do you think that they don’t make use of any surveys?

The truth is that they are making use of physician surveys. Meaning that you can write a review about your physician that you saw online. This is if a doctor has this service available. Not every physician or medical facility has this option, and there can be many negative impacts on the business if a doctor doesn’t have access to these surveys. Here is everything you need to know about physician surveys before you decline a survey from your doctor online.

Why do they make use of these services?

There are many reasons why doctors are making use of the physician transparency surveys. Just like any other business they need to make a profit. And, in order to make a profit, they need to make sure that their patients are satisfied and recommending other patients to the doctor.
This is why so many physicians are making use of this service. They are going to know what patient needs in the doctor’s room and if they are satisfied with the overall service that they got from the personnel at the practice. Without these surveys, it will be impossible for the doctors to know what their patients are feeling about the waiting room of the medical practice.

What you can learn out of reading the surveys from previous clients

You might now be wondering what you are going to get out from reading and filling in these doctor’s surveys. When you are moving to another town or when you are just changing doctors, you will be able to know what to expect.

You will know if the other patients are happy with the service they got from the doctor and personnel or if there are some complaints that need attention. This way, you will know that the doctor you choose will ensure that you and your family will be in good hands.

Information to know before you write a survey

It is essential to make sure that you know all this information before you are writing your review or physician survey.

The first thing that you need to know is that you need to be honest. If you feel that you weren’t treated correctly, or that the practice might be noisy, then you should mention it. This can assist some else to know if this is a great doctor to go to or not. Don’t lie, because then you are giving false information to other patients.

The same goes if you are really happy with your doctor. Then, you can say that as well in your survey. Don’t think that people don’t really read these surveys and you don’t need to write a good review or survey. Even the doctors are reading these surveys to ensure that you are going to get better service.

Things to consider if you are the physician

When you are the physician that are making use of physician transparency, you need to make sure that you are paying attention to what your patients are saying about you. Don’t think that this isn’t the truth and that you don’t need to do something about the complaints.

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PatientTrak Releases Google Reviews Response Software

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PatientTrak users can directly respond to reviews from the platform and increase earned media

Lumin Medical LLC, a leader in patient satisfaction solutions for healthcare providers, announced it is now offering the ability to respond to Google reviews directly from its cloud-based, healthcare online reputation management platform,

PatientTrak already provides review site management for the top healthcare review sites: Google, Healthgrades, Vitals, RateMDs, WebMD, Yelp and YP capturing over 95% of all healthcare reviews. Now the system allows users to post responses to Google reviews directly from the software rather than having to login into their Google My Business Account.

Responding to reviews from PatientTrak provides the following benefits:

· Faster Review Response – The patient experience staff can react faster to patient feedback and demonstrate their dedication to service recovery and patient satisfaction.

· Improved Reviews Workflow – Busy healthcare marketing and social media departments want share reviews and develop response strategies that improve public and patient relations.

· Additional Earned Media – PatientTrak promotes earned media through the ease of reviews response.

PatientTrak is a leading, cloud-based visibility solution that provides profile listing management, review site monitoring, automated patient satisfaction surveys and physician transparency to help healthcare providers improve patient satisfaction.

The cloud-based PatientTrak system is scalable and is being used in healthcare settings ranging from individual medical practices to the country’s largest health systems. It is available for a low monthly subscription and does not require the purchase of any other software or hardware.

All PatientTrak components offer reporting capabilities that enable healthcare facilities to monitor and improve patient satisfaction levels.

Free trials and online demos of PatientTrak’s technology are available. For additional information go to, email or call 1-888-766-2862.

About Lumin Medical LLC

Headquartered in Franklin, WI, Lumin Medical was founded in 2014. Lumin’s flagship product, PatientTrak, is a cloud-based patient satisfaction platform that includes Visit Flow, Online Reputation and Patient Engagement services used by healthcare organizations to reduce wait times, build their brand, and improve patient satisfaction.

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The truth about patient satisfaction surveys

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When it comes to the medical institutions, we don’t always realize how important it is to know if you can trust the institution or not. To know if you can trust the institution or doctor with something as essential as your life.

This is where the patient satisfaction surveys come it. With these surveys you will know for sure that you are going to the right medical facility or doctor practice for assistance when you are not feeling great. However, there are still people that doesn’t know everything there is to know about these surveys. And, they don’t know why this is important to ensure that they are doing these surveys as well. This is the truth about these surveys to completely understand what this is all about:

What is patient feedback survey

Before you can know the truth about these surveys, you first need to know what a patient feedback survey is. This is something that you are filling in to make sure that the facility knows if you were satisfied with the facility or not.

There are more companies than just medical facilities that are making use if these surveys, but it is really important to know if the medical assistance that you need, is going to be doable at the specific doctor or hospital.

The feedback survey is a survey that you are filling in after you were treated at the facility. You will tell other people and the medical facility if you were satisfied and if there are something that they can change to make your experience there a lot better.

Why is it important for patients?

Patient satisfaction is really important. Especially when it comes to doctor’s practices and medical facilities. You want to know that you are going to get the right treatment there. When patients are reading these surveys online, they will know for sure that they are going to the right facility, or that they might need to consider another facility where they are getting treated better.

Patients that are filling in these surveys will be able to tell other patients what their experience was at the facility and if this is a place that you can consider or not. This is why you need to be honest with filling in surveys.

The importance of the medical facilities

There are some reasons why it is important for the medical facility to make use of the patient survey companies. This isn’t just to make sure that they are getting good reviews and that they are able to get new patients to their facility.

It is also a tool for them that they can use to improve their service at the facility to ensure that more patients are satisfied with their service. They can improve on the things that are wrong if they know what patients aren’t satisfied with.

Pros and cons of the feedback surveys

Overall, there are many pros and cons of the patient satisfaction surveys that you need to know before the medical facility can start doing these surveys. These are just some of the benefits and pros of using these surveys:

  • You will know what to improve on if there is something wrong with your facility.
  • Other patients will know that this practice or hospital comes in highly recommended.
  • It is a great idea to know what people think about the facility before they going to it for a treatment.

There are also some negative things that you need to know about the patient feedback surveys. There aren’t that many negatives, but there are a couple of things that you should consider:

  • It can mean that patients are looking for another facility that has better reviews.
  • It can be hard to know that your facility isn’t the best in town and that other people don’t recommend it to new patients.

The truth about using patient survey companies. Is this something to consider or not? With this information about all the truths around these surveys, it is easy to understand why this is important to make use of these surveys. This is the only way to make sure that the facility is going to get positive reviews and to make sure that patients are satisfied with the practice or any other medical facility.

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