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Social Media in Health Care, Toronto 2010
Social Media in Health Care, Toronto 2010
Social Media in Health Care, Toronto 2010
Social Media in Health Care, Toronto 2010
Social Media in Health Care, Toronto 2010
Social Media in Health Care, Toronto 2010
Social Media in Health Care, Toronto 2010
Social Media in Health Care, Toronto 2010
Social Media in Health Care, Toronto 2010
Social Media in Health Care, Toronto 2010
Social Media in Health Care, Toronto 2010
Social Media in Health Care, Toronto 2010
Social Media in Health Care, Toronto 2010
Social Media in Health Care, Toronto 2010
Social Media in Health Care, Toronto 2010
Social Media in Health Care, Toronto 2010
Social Media in Health Care, Toronto 2010
Social Media in Health Care, Toronto 2010
Social Media in Health Care, Toronto 2010
Social Media in Health Care, Toronto 2010
Social Media in Health Care, Toronto 2010
Social Media in Health Care, Toronto 2010
Social Media in Health Care, Toronto 2010
Social Media in Health Care, Toronto 2010
Social Media in Health Care, Toronto 2010
Social Media in Health Care, Toronto 2010
Social Media in Health Care, Toronto 2010
Social Media in Health Care, Toronto 2010
Social Media in Health Care, Toronto 2010
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Social Media in Health Care, Toronto 2010

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Toronto Academic Health Science Network - TAHSN

Toronto Academic Health Science Network - TAHSN

Published in: Health & Medicine
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  • Social media in health care programmer is to very beneficial for everybody , because Health is majour big part of everybody life.And Through Toronto Govt.is doing work for that ....I really appreciates that .

    http://www.articlesbase.com/health-articles/flex-factor-review-does-acai-flexfactor-really-work-2309475.html
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  • Health is always very important for us .And i though every work is doing for that through social media. It is very beneficial for us. Can you tell me in Toronto , what is doing for that ..

    http://www.articlesbase.com/health-articles/fat-burning-furnace-review-does-fat-burning-furnace-really-work-2251721.html
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  • Great slideshow John. Not surprised! Denise
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  • 1. RT@YOU! Evolution to execution: Implementing a Social Media Strategy in a Hospital Setting April 30, 2010 John Sharp, MSSA, PMP Research Informatics, Cleveland Clinic
  • 2. Case Study • About Cleveland Clinic • Social Media evolution • How does a social media strategy fit? • Convergence and ePatients • Wrap and questions Social Media Strategy in Healthcare l April 30, 2010 l 2
  • 3. Disclosure • Advisory Board, Within3.com Within3 enables that engagement by building and sustaining secure online communities for formal and informal networks of health professionals. Social Media Strategy in Healthcare l April 30, 2010 l 3
  • 4. Cleveland Clinic Social Media Strategy in Healthcare l April 30, 2010 l 4
  • 5. Cleveland Clinic •4th among nation’s 6,000 hospitals • Nation’s #1 heart program • Founded in 1921 • 16 specialties ranked • Not-for-profit group practice • 1,800 physicians and scientists • Innovations include: – First coronary angiography – Development and refinement of coronary bypass surgery – First minimally invasive aortic heart valve surgery – First successful larynx transplant – Discovery of first gene linked to coronary artery disease • Statistics: – Clinical visits: 3,062,772 ♦ Surgical cases: 231,803 – Admissions: 112,058 ♦ Emergency visits: 392,042 Social Media Strategy in Healthcare l April 30, 2010 l 5
  • 6. Cleveland Clinic • One of the US’s largest and busiest hospitals – Case mix index highest of all hospitals – Patients visit from 50 states and more than 100 countries annually • Main Campus – 16 Family Health Centers in Ohio • Cleveland Clinic Health System – 10 Community hospitals and 2 affiliate hospitals – 39,250 employees • Nevada – Lou Ruvo Center for Brain Health • Florida – Weston Clinic and hospital • Canada – Toronto Health and Wellness Centre • Abu Dhabi – Operational in 2012, multi-specialty hospital and clinic Social Media Strategy in Healthcare l April 30, 2010 l 6
  • 7. Web Strategy • Increase brand awareness regionally, nationally, internationally • Bring in new patients • Increase traffic to website • Stay in the forefront in the media • Recruit the best physicians and health care professionals • Provide education, promote research Social Media Strategy in Healthcare l April 30, 2010 l 7
  • 8. ClevelandClinic.org Social Media Strategy in Healthcare l April 30, 2010 l 8
  • 9. eHealth Services Providers Patients MyPractice: MyPractice MyChart: MyConsult: Electronic Medical Your Personal Health Your First Choice for Record System Community Connection a Second Opinion eResearch: Dr.Connect: VirtualVisit: MyMonitoring: Research Improved Patient/Physician Ongoing Condition Standardization: Real Communication; Interaction Globally Reporting from Home Data; Real Results Improved Care Social Media Strategy in Healthcare l April 30, 2010 l 9
  • 10. Office of Patient Experience • Create a unified, welcoming experience for patients and families • Environment – from calming entry way to design of patient rooms • Welcoming – greeters, training • Online experience Social Media Strategy in Healthcare l April 30, 2010 l 10
  • 11. Early Social Media • Unofficial Blogs – Clinical Cases and Images for medical education • AskDrWiki.com – medial reference • Answering forum questions on MedHelp.org • CEO blog (internal) • Physician online chats Social Media Strategy in Healthcare l April 30, 2010 l 11
  • 12. How Social Media Fits Today • Facebook – Wellness, links back to website • Twitter – daily wellness tips, seminars, discoveries • LinkedIn – recruitment, professional community • YouTube – content, diseases and conditions, discoveries, medical specialties, patient stories Social Media Strategy in Healthcare l April 30, 2010 l 12
  • 13. Open to comments My husband has had one conversation with a staff member at Cleveland Clinic, and I love you all already. The person he talked with was knowledgeable, professional, empathetic, and encouraging. Thank you for giving him hope after a long and difficult medical crisis. We can't wait for his surgery! Social Media Strategy in Healthcare l April 30, 2010 l 13
  • 14. Twitter Social Media Strategy in Healthcare l April 30, 2010 l 14
  • 15. LinkedIn – for Recruitment Social Media Strategy in Healthcare l April 30, 2010 l 15
  • 16. YouTube Channel Social Media Strategy in Healthcare l April 30, 2010 l 16
  • 17. Presenting… Cleveland Clinic Mobile m.clevelandclinic.org Social Media Strategy in Healthcare l April 30, 2010 l 17
  • 18. Governance • Social Media Committee • About 25 from Marketing, Corporate Communications, Education, Research, General Council • Discuss new initiatives • Strategy • Business cases for new uses of social media Social Media Strategy in Healthcare l April 30, 2010 l 18
  • 19. Single Accounts or Multiple? Twitter • Brand dilution? •@ClevelandClinic •@ClevClinicHeart • On message? •@CleveClinic_CME • Updated regularly? •@CCLRI • Different audiences? • What is the business case? Social Media Strategy in Healthcare l April 30, 2010 l 19
  • 20. Using Social Media for Quality Improvement? • Must define quality improvement goals • Dealing with complaints? • Social media as a suggestion box? • Wait times, phone calls not returned On hold with the Cleveland Clinic for 10 minutes. It only took me 30 minutes to make my last appointment. #HowDoPeopleWhoWorkDealWithThis Social Media Strategy in Healthcare l April 30, 2010 l 20
  • 21. Return on Investment • Soft – Engagement – two way communication – Telling patient stories – Additional content channels – Reputation, brand enhancement • Hard – Drive traffic to website – Increase attendance at health lectures – New patients making appointments – Conversions – new patients keep appointments – Other efficiencies Social Media Strategy in Healthcare l April 30, 2010 l 21
  • 22. Social Media Risks Dissemination of health information through social networks: Twitter and antibiotics • Social media sites offer means of health information sharing. • Further study to explore how networks provide a venue to – identify misuse or misunderstanding of antibiotics, – promote positive behavior change, – disseminate valid information, and – explore how such tools can be used to gather real-time health data. • American Journal of Infection Control Volume 38, Issue 3, Pages 182-188 (April 2010) Social Media Strategy in Healthcare l April 30, 2010 l 22
  • 23. Employee Social Media Policy • Don’t share any information about patients • Any selling or soliciting donations must be approved in advance • Make it clear that you are posting your own opinions and not those of your employer • Don’t publish confidential or proprietary information • Posting and viewing social media sites should not interfere with your work • Post to social media sites should not contain any product or service endorsements or any content that may construed as political lobbying, solicitations or contributions • Approved Social Media Networkers should stay within the scope of their role in posting on behalf of the organization Social Media Strategy in Healthcare l April 30, 2010 l 23
  • 24. Five Touchpoints to Make Care More Personalized & Efficient • Coordinated care teams • Fluent Navigators • Patient Experience Benchmarks • Medical Centers of Excellence • Care anywhere networks – mHealth • http://www.pwc.com/us/en/healthcast Social Media Strategy in Healthcare l April 30, 2010 l 24
  • 25. Future • Mobile Apps – wellness, other • Convergence of eHealth and Social Media • Social Media strategy – taking it to the next level • Continue to fit social media into the character of our organization Social Media Strategy in Healthcare l April 30, 2010 l 25
  • 26. Wellness Health Content Convergence Website -Comprehensive Find MD Online experience -Interact with online Second Opinion communities eHealth -mobile apps PHR Google Health -home monitoring -wellness & blogs Twitter disease prevention -new social media Social Media YouTube trends Facebook Social Media Strategy in Healthcare l April 30, 2010 l 26
  • 27. Take Aways • Start with the big 4 • Monitor what people are saying about you • Open the channels of two-way communication – engagement • Engage employees in the social media strategy • Look for opportunities for quality improvement Social Media Strategy in Healthcare l April 30, 2010 l 27
  • 28. Cleveland Clinic Social Media • Twitter - @ClevelandClinic • Facebook - facebook.com/ClevelandClinic • YouTube - youtube.com/ClevelandClinic • LinkedIn - linkedin.com/groups?gid=136543 • Website: my.clevelandclinic.org • Mobile: m.clevelandclinic.org Social Media Strategy in Healthcare l April 30, 2010 l 28
  • 29. card.ly/JohnSharp Social Media Strategy in Healthcare l April 30, 2010 l 29

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