This part of the presentation covers the use of the Message Center to directly communicate with patients using IQHealth (Healthe) web portal at Heartland Clinic of Platte City
Free Standing Clinic 30 miles south of St. JosephOpened March, 2006 and still in the growth phase~1,000 visits per month
We are leveraging the Message Center, configured with Pools and the IQHealth Web portal and gradually starting to encourage our providers to reach out to the community using social networking toolsHave significantly reduced the amount of time each nurse spends on the phone communicating with patients as well as reduced the average turnaround time for results notification and query responses.
Currently the typical posts are notifications of open slots, posts concerning new developments that might affect patients, comments about newsworthy items, etc.
Most organizations are struggling with how to deal with SM. It’s not a part of their core processes and view SM tools as threats to network security, individual productivity and increased medico-legal risk. The first response is to block access to these sites to remediate these concerns.Unlike static web pages that are primarily market oriented where the message can be carefully controlled, SM is very dynamic requiring frequent updates. Most importantly it is viral with the voice of the customers participating in the content. Content control is not a meaningful concept in SM.Because of the viral nature it’s hard to track the efficiency of SM posts as there isn’t a direct integration with EMR and financial systems. Currently, there’s no way to use SM directly to enhance the bottom line.So we wait and see … and used mainly by the marketing department to enhance one-way messaging to current and potential customers, a Web 1.5 approach.
It’s individuals that drive change. Not simply the availability of technology.Most patients have internet access. Our experience is that nearly 80% use it. Distribution of those who have Internet is identical to that of patients being seen in the clinic. Not age dependent.Just like ourIQHealth discovery … it’s individual physicians that must drive the change and adoption of SM tools. When exploited and integrated into practice I’m confident SM tools will have it’s own impact on productivity and improvement in processes.
My own opinion is that SM tools enable our health information systems to align themselves with diseases since human-human communication connections reflect how diseases are transmitted and move among people. Clinical information needs to flow along the same paths so that those who access that information in the context of a person will have a greater likelihood of accessing the information necessary to provide care for that patient.This will involve inverting our systems so they look more like social media applications where patients will be able to see their records, contribute to them and be able to share them at will with others. They should be able to find out patients with similar conditions, who share practitioners and services and then leverage those relationships to create virtual treatment groups.
Social Media And Healthcare Early Phases
The role of social Media in an ambulatory clinic<br />At Heartland Clinic at Platte City<br />David Voran, MD<br />
Heartland Clinic of Platte City<br />Free Standing Clinic<br />30 miles south of St. Joseph<br />Primary Care<br />1 IM, 1 Ped, 1.7 FP<br />Outreach clinic for specialists<br />
Just beginning the process<br />Applications<br />Message Center<br />Consumer Messages<br />Pools<br />Healthe (IQHealth) Web Portal<br />Physician associated online medical products catalog<br />Twitter accounts<br />Blog accounts<br />
Hospital Joining in<br />Social Media<br />Twitter and Facebook feeds<br />Shopping<br />Encourage public participation<br />Part of the marketing and outreach department<br />
Two-way communications<br />Good example of comprehensive exploitation of Web 1.x and Web 2.0<br />MacArthur OB/Gyn in Iriving, TX<br />Portal with RSS, Twitter, Facebook connections to patients<br />Leveraged to maximize bi-directional general communications with patients<br />
Issues<br />Our organization, like most hospitals, hasn’t embraced social media as a core process<br />Blocks Facebook, Blogspot and other useful areas for people inside their network<br />Security, risk management and productivity concerns<br />SM requires frequent changes that potentially impact productivity<br />Hard to track efficacy of SM posts<br />Lack of integration with EMR<br />Inability to charge for interactions<br />Is being used primarily as a marketing tool<br />
Strong dependence on Physicians<br />IQHealth Web Portal<br />Implemented 6/2008<br />Registered 1572 patients<br />30% of all patients seen<br />66% of my patients<br />Physician initiative is the key<br />Patient Communication<br />More electronic<br />In Message Center<br />Phone time reduced<br />Some have suggested 3-6 hours per week<br />Demographics<br />
Opinions<br />EMR should have social media architecture<br />Enable patients to expose parts of their record to other patients<br />Web portals<br />Enable communication between patients<br />PatientsLikeMe<br />Virtual group therapy<br />Disease Watershed concept<br />Clinical communications must match viral, bacterial and social communications in order to maximize benefit<br />Social media networks match this process<br />