Transforming Care Through the Power of Social Media: The British Columbia Patient Safety & Quality Council’s Journey

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Facilitator: Carolyn der Vartanian, Clinical Excellence Commission, Australia …

Facilitator: Carolyn der Vartanian, Clinical Excellence Commission, Australia
Presenters: Christina Krause & Ajay Puri, BC Patient Safety & Quality Council, Canada

How can social media drive change in health care?

Christina Krause and Ajay Puri from the British Columbia Patient Safety & Quality Council will explore this important question in a webinar hosted by Carolyn Der Vartanian.

Christina and Ajay will share their organisation's social media journey - the challenges and the successes - so that other healthcare professionals and organisations can learn from their experience.

In early 2011, the BCPSQC began developing social media strategies to achieve the following goals:

1.Support their efforts to improve quality of care
2.Build social movement thinking into quality
3.Engage with the public at a large scale through the development of both strong tie and weak tie relationships

At the end of this interactive session, participants will:

1.Appreciate and identify the key components of effective and innovative social media campaigns that can be applied to health care improvement
2.Realise the untapped energy source available through social media tools
3.Become part of the web 2.0 revolution and understand the value of social media in driving social change

Further information on the session can be found here: http://www.isquaknowledge.org/activities/social-media/sm-webinar.html

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  • Christina Slides 1-6
  • Ajay Last slide
  • ChrisSlides 13 - 43
  • AjaySlides 44 -
  • AjaySlides 44 -

Transcript

  • 1. TRANSFORMING CARE THROUGH THE POWER OF SOCIAL MEDIA:THE BRITISH COLUMBIA PATIENT SAFETY & QUALITY COUNCIL’S JOURNEYChristina Krause & Ajay PuriOct 3, 2012
  • 2. Before we get started … Share what you are learning, ask questions or chat with others on Twitter! #ISQuachat#isquachat
  • 3. Poll – look to your right! How would you rate your experience with social media? a. Newbie b. Amateur c. Comfortable d. Superstar#isquachat
  • 4. Our Vision A sustainable health care system built on a foundation of quality.#isquachat
  • 5. Our Mission Provide system-wide leadership through collaboration with patients, the public and those working within the health system in a relentless pursuit of quality.#isquachat
  • 6. Fostering a Province- wide Perspective Advancing Capability Creating and Capacity Value for Improvement Strategic Directions Fostering our Accelerating Quality Improvement Culture Improving Transparency#isquachat
  • 7. #isquachat Pew Internet Surveys (Generations 2010)
  • 8. The Engagement Pyramid#isquachat Gideon Rosenblatt, Former Groundwire Executive Director
  • 9. #isquachat
  • 10. Adapted from Josh Bernoffs POST (2007)#isquachat
  • 11. Adapted from Josh Bernoffs POST (2007)#isquachat
  • 12. Poll – look to your right again! My organization has a clear strategy for communicating & engaging with staff and key stakeholders. a. SOS b. Not so much c. Pretty good d. Absolutely!#isquachat
  • 13. BCPSQC Journey…just beginning! • Communications & engagement to … Support efforts to improve quality of care Build social movement thinking into quality Engage at a wide scale – strong ties/weak ties • Through … 1. Engagement 2. Storytelling 3. Digital strategy#isquachat
  • 14. BCPSQC Communications & Engagement Strategy#isquachat
  • 15. Email Marketing • Email newsletter using • Targeted, personal emails • Partner emails#isquachat
  • 16. Newsletters ~ the Digital Way 1. The Look 2. Database Management 3. Two-way Dialogue (Engagement Pyramid) 4. Statistics#isquachat
  • 17. Things we consider when sending outemails: • Email client • Growth of the subscriber base • Open rate • Frequency of newsletters • Click rate • Content • Time of day • Subscriber & field analysis • Day of week • Segmentation • Subject line • Top forwarders strategy • Engaging the subscribers (champions) • Number of calls to action in the • Template & format email • Measuring End Outcomes #isquachat
  • 18. 98% receive your email 2% soft or hard bounce. 18-26% open a few mark as junk. 2-5% click 0.2-0.5% unsubscribe. 1-3% take action Courtesy of @mrbenjohnson #isquachat How many people do you think read your entire email?
  • 19. #isquachat
  • 20. #isquachat
  • 21. Storytelling • Finding stories ― from staff, partners, call outs/campaigns • Documenting stories ― written/blog, video, photo, audio • Sharing stories ― via social media, web, email, partners#isquachat
  • 22. An Example: Tools & Products 1. Email Blasts 2. Sharing presentations 3. Blog Posts 4. Videos 5. Photos 6. Unique website and analytics 7. Twitter#isquachat
  • 23. Slides shared via Quality Forum = 135 slides uploaded • 3 plenary presentations • 88 breakout session presentations • 16 critical care network presentations • 10 Heath Talks presentations • 18 Social Media Camp presentations#isquachat
  • 24. #isquachat
  • 25. #isquachat
  • 26. #isquachat
  • 27. #isquachat
  • 28. #isquachat
  • 29. Video • Promotion • Storytelling • Documentation • Education#isquachat
  • 30. #isquachat
  • 31. Unique opportunity to: 1. Engage with colleagues (strong & weak tie) 2. Disseminate ‘calls to action’ to large audiences 3. Increase awareness of issues 4. Build and strengthen communities 5. Promote learning from events#isquachat
  • 32. @BCPSQC Approach Trusted voice on health quality Support the work of our partners Empower staff and those interested to use Twitter to grow interest and involvement in the health quality agenda#isquachat
  • 33. Our Strategy on Twitter ( T H E J O U R N E Y S O FA R ) T W I T T E R S T R AT E G Y @BCPSQC OrganizationThe Conversation @BCSQAN @BCSepsis @BCQualityForum Initiatives @tweetvandijk @sharimck @ck4q @Kevin4Quality @kanneprocter @JVeenen Staff @RBheartsHC @Ajay4Quality @DrDavSweet #isquachat
  • 34. @BCPSQC Strategy 1. Follow organizations/individuals that align with our work Helps build followers (~ 15-25% of those you follow, follow you back) 2. Engage with those who interact with us RTing our partners, thanking for RTs, #FF Active dialogue on relevant topics#isquachat
  • 35. @BCPSQC Strategy 3. Disseminate content in a way that is fresh and engaging – Live tweet from events – Keeping tweets short and witty – Provide links to Council and partner events, documents or interesting information#isquachat
  • 36. An example!#isquachat
  • 37. #isquachat
  • 38. #isquachat
  • 39. #isquachat
  • 40. #isquachat
  • 41. #isquachat
  • 42. #isquachat
  • 43. #isquachat
  • 44. Key Performance Indicators 1. # of followers 2. # of clicks 3. # of retweets 4. # of replies/mentions 5. # of lists featuring @BCPSQC 6. Top tweets (content) + review of layout 7. Klout score#isquachat
  • 45. #isquachat
  • 46. #isquachat
  • 47. • Leverage social networks to build social stories • Based upon social media networks Twitter, Facebook, YouTube, Flickr, Instagram, etc • Provides opportunity to make sense of what youve pulled together#isquachat
  • 48. #isquachat
  • 49. Reflections so far … 1. Capacity 2. Managing even more sources of information 3. Staff - personal vs professional use 4. Privacy Concerns 5. Untapped potential#isquachat
  • 50. Join us for our next #QualityChat! - One hour “twitter chat” on topic related to improving quality of care - New guest host each month (it can be you!) - Last Wednesday of each month October 31 – connect via #QualityChat www.bcpsqc.ca/events/events-qualitychat.html#isquachat
  • 51. Download it from www.bcpsqc.ca#isquachat
  • 52. Huge appreciation to all of you forjoining us and tofor hosting us!