TRANSFORMING CARE THROUGH THE POWER OF SOCIAL MEDIA:THE BRITISH COLUMBIA PATIENT SAFETY & QUALITY COUNCIL’S JOURNEYChristi...
Before we get started …       Share what you are learning, ask questions           or chat with others on Twitter!        ...
Poll – look to your right!      How would you rate your experience with      social media?         a. Newbie         b. Am...
Our Vision       A sustainable health care system built on a       foundation of quality.#isquachat
Our Mission      Provide system-wide leadership through      collaboration with patients, the public and those      workin...
Fostering a                              Province-                                wide                             Perspec...
#isquachat             Pew Internet Surveys (Generations 2010)
The Engagement Pyramid#isquachat                             Gideon Rosenblatt, Former Groundwire Executive Director
#isquachat
Adapted from Josh Bernoffs POST (2007)#isquachat
Adapted from Josh Bernoffs POST (2007)#isquachat
Poll – look to your right again!      My organization has a clear strategy for      communicating & engaging with staff an...
BCPSQC Journey…just beginning!      • Communications & engagement to …           Support efforts to improve quality of car...
BCPSQC             Communications              & Engagement                 Strategy#isquachat
Email Marketing      • Email newsletter using      • Targeted, personal emails      • Partner emails#isquachat
Newsletters ~ the Digital Way       1.    The Look       2.    Database Management       3.    Two-way Dialogue (Engagemen...
Things we consider when sending outemails:      •       Email client                       •   Growth of the subscriber ba...
98% receive your email          2% soft or hard bounce.      18-26% open        a few mark as junk.         2-5% click    ...
#isquachat
#isquachat
Storytelling      • Finding stories         ― from staff, partners, call outs/campaigns      • Documenting stories        ...
An Example: Tools & Products      1.     Email Blasts      2.     Sharing presentations      3.     Blog Posts      4.    ...
Slides shared via       Quality Forum = 135 slides uploaded       • 3 plenary presentations       • 88 breakout session pr...
#isquachat
#isquachat
#isquachat
#isquachat
#isquachat
Video      •      Promotion      •      Storytelling      •      Documentation      •      Education#isquachat
#isquachat
Unique opportunity to:      1. Engage with colleagues (strong & weak tie)      2. Disseminate ‘calls to action’ to large a...
@BCPSQC Approach             Trusted voice on health quality             Support the work of our partners             Empo...
Our Strategy on Twitter                          ( T H E J O U R N E Y S O FA R )                                         ...
@BCPSQC Strategy     1. Follow organizations/individuals that align with        our work           Helps build followers (...
@BCPSQC Strategy     3. Disseminate content in a way that is fresh and        engaging        – Live tweet from events    ...
An example!#isquachat
#isquachat
#isquachat
#isquachat
#isquachat
#isquachat
#isquachat
#isquachat
Key Performance Indicators      1.     # of followers      2.     # of clicks      3.     # of retweets      4.     # of r...
#isquachat
#isquachat
• Leverage social networks to build social stories      • Based upon social media networks             Twitter, Facebook, ...
#isquachat
Reflections so far …      1.     Capacity      2.     Managing even more sources of information      3.     Staff - person...
Join us for our next #QualityChat!       - One hour “twitter chat” on topic related to         improving quality of care  ...
Download it from             www.bcpsqc.ca#isquachat
Huge appreciation to all of you forjoining us and tofor hosting us!
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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
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

Published in: Health & Medicine
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  • Transcript of "Transforming Care Through the Power of Social Media: The British Columbia Patient Safety & Quality Council’s Journey"

    1. 1. TRANSFORMING CARE THROUGH THE POWER OF SOCIAL MEDIA:THE BRITISH COLUMBIA PATIENT SAFETY & QUALITY COUNCIL’S JOURNEYChristina Krause & Ajay PuriOct 3, 2012
    2. 2. Before we get started … Share what you are learning, ask questions or chat with others on Twitter! #ISQuachat#isquachat
    3. 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. 4. Our Vision A sustainable health care system built on a foundation of quality.#isquachat
    5. 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. 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. 7. #isquachat Pew Internet Surveys (Generations 2010)
    8. 8. The Engagement Pyramid#isquachat Gideon Rosenblatt, Former Groundwire Executive Director
    9. 9. #isquachat
    10. 10. Adapted from Josh Bernoffs POST (2007)#isquachat
    11. 11. Adapted from Josh Bernoffs POST (2007)#isquachat
    12. 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. 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. 14. BCPSQC Communications & Engagement Strategy#isquachat
    15. 15. Email Marketing • Email newsletter using • Targeted, personal emails • Partner emails#isquachat
    16. 16. Newsletters ~ the Digital Way 1. The Look 2. Database Management 3. Two-way Dialogue (Engagement Pyramid) 4. Statistics#isquachat
    17. 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. 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. 19. #isquachat
    20. 20. #isquachat
    21. 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. 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. 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. 24. #isquachat
    25. 25. #isquachat
    26. 26. #isquachat
    27. 27. #isquachat
    28. 28. #isquachat
    29. 29. Video • Promotion • Storytelling • Documentation • Education#isquachat
    30. 30. #isquachat
    31. 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. 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. 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. 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. 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. 36. An example!#isquachat
    37. 37. #isquachat
    38. 38. #isquachat
    39. 39. #isquachat
    40. 40. #isquachat
    41. 41. #isquachat
    42. 42. #isquachat
    43. 43. #isquachat
    44. 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. 45. #isquachat
    46. 46. #isquachat
    47. 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. 48. #isquachat
    49. 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. 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. 51. Download it from www.bcpsqc.ca#isquachat
    52. 52. Huge appreciation to all of you forjoining us and tofor hosting us!

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