Hospital Social Media

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Presented at SocialHealth on September 19, 2011 - Resources and discussion at http://ebennett.org/sxsh/

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  • It’s fundamentally different than traditional one-to-many models. Models that give complete control to the publisher.
  • It’s fundamentally different than traditional one-to-many models. Models that give complete control to the publisher.
  • It’s fundamentally different than traditional one-to-many models. Models that give complete control to the publisher.
  • Here's are a few of the ways Hospitals are using Social Media right now. (focus on the Patient Ed / Customer Service / Brand monitoring points)
  • It’s fundamentally different than traditional one-to-many models. Models that give complete control to the publisher.
  • It’s fundamentally different than traditional one-to-many models. Models that give complete control to the publisher.
  • Hospital Social Media

    1. 1. Hospital Social Media Overview and Current Realities Ed Bennett University of Maryland Medical System Social Health 2011 Philadelphia, PA | September 19, 2011
    2. 2. My Background <ul><li>Pre-1980 Juggler & Street Performer </li></ul><ul><li>1980 - 1994 Microfilm Technician, Software Trainer </li></ul><ul><li>1994 - 1999 Web Entrepreneur </li></ul><ul><li>Currently Director, Web Strategy University of Maryland Medical System </li></ul>Page  Core Web Management Skills
    3. 3. Page  La Primavera by Botticelli
    4. 4. What is Social Media? <ul><li>Conversation, not a lecture </li></ul><ul><li>Extension of everyday interaction </li></ul><ul><li>Group driven, not top-down </li></ul><ul><li>Messy, disorganized, hard to control </li></ul><ul><li>Tool, not a strategy or end-point </li></ul><ul><li>Where patients and employees spend time </li></ul>
    5. 5. What is Social Media? <ul><ul><li>Talking </li></ul></ul><ul><ul><li>Arguing </li></ul></ul><ul><ul><li>Sharing </li></ul></ul><ul><ul><li>Connecting </li></ul></ul><ul><ul><li>Creating </li></ul></ul><ul><li>Family </li></ul><ul><li>Friends </li></ul><ul><li>Work Colleagues </li></ul><ul><li>Neighbors </li></ul><ul><li>Community Members </li></ul>People doing what people do: with
    6. 6. Why It Matters Facebook is #1 Google drops to #2
    7. 7. Why It Matters This is like Johns Hopkins dropping to #2
    8. 9. Pew Internet Research Findings <ul><li>79% of American adults use the Internet </li></ul><ul><li>47% of all adults use Social Media (59% of Internet users) </li></ul><ul><li>Social Media use has doubled since 2008 </li></ul><ul><li>More than half of Social Media users are over 30 years old </li></ul><ul><li>56% percent are female </li></ul><ul><li>Source: Social Networking Sites and Our Lives - Pew Research Center http://bit.ly/knkxJU </li></ul>
    9. 10. <ul><li>1 in 4 internet users have: </li></ul><ul><li>Watched an online video about health. </li></ul><ul><li>Tracked weight, diet, exercise routine or other health indicator online. </li></ul><ul><li>Consulted online reviews of drugs/medical treatments (but very few post such reviews). </li></ul><ul><li>Source: The Social Life of Health Information, 2011 | e-Patients.net http://bit.ly/imX2Va </li></ul>Pew Internet Research Findings
    10. 11. Health Values Social Media Values Risk averse Risk taking Information from authoritative sources Network Reputation Privacy and security regulated Anyone can publish anything Data tightly controlled Information freely distributed Tight intellectual property Use licenses with few restrictions
    11. 12. Fundamental Changes <ul><li>Healthcare Social Media allows for: </li></ul><ul><ul><ul><li>Low/no cost entry for participation </li></ul></ul></ul><ul><ul><ul><li>Exploration and discovery at users’ pace </li></ul></ul></ul><ul><ul><ul><li>Near real-time interactions </li></ul></ul></ul><ul><ul><ul><li>Redefining work and friendship networks </li></ul></ul></ul><ul><ul><ul><li>Rapid development and change (3:1) </li></ul></ul></ul>
    12. 13. “ How Facebook Saved My Son’s life” Source: Slate.com July 13, 2011 http://www.slate.com/id/2297933/
    13. 14. Special Issues for Healthcare Professionals <ul><li>HIPAA / PHI </li></ul><ul><li>Professional vs. Private presence </li></ul><ul><li>Appropriate use </li></ul><ul><li>Social Media access on hospital networks </li></ul><ul><li>Professional Guidelines / HR policies </li></ul><ul><li>Finding answers in the gray zone </li></ul>“ The Placenta Incident”
    14. 15. Hospital Social Media Types
    15. 16. Rapid Growth: YouTube and Twitter
    16. 17. How Hospitals Use Social Media <ul><li>Customer Service </li></ul><ul><li>Community Outreach </li></ul><ul><li>Education </li></ul><ul><li>Public Relations </li></ul><ul><li>Crisis Communications </li></ul><ul><li>Recruitment </li></ul><ul><li>Brand Monitoring </li></ul>
    17. 18. Customer Service: Emory Emory Healthcare Blog: http://bit.ly/m07r09
    18. 19. Emory Healthcare Blog: http://bit.ly/m07r09
    19. 20. Education: Inova Health: Fit For 50 <ul><li>Fitfor50.org </li></ul><ul><li>Blog, Facebook and Twitter </li></ul><ul><li>6,380 participants on www.FitFor50.org </li></ul><ul><li>6,300 new emails entered into CRM database </li></ul><ul><li>300 participants from Fitfor50 participated in 8k fundraising event </li></ul>
    20. 21. Public Relations: Children’s Hospital “ When our nurses are stressed or discouraged they go to our Facebook page and read the 100’s of positive comments from former patients.” - Matt Cyr, Dir. of Patient and Family Communications
    21. 22. Patient Support Groups University of Maryland <ul><li>Closed Facebook group for post-transplant patients </li></ul><ul><li>Created April 2011, now has 30+ active members </li></ul><ul><li>Admin: Post-Transplant Hepatology N.P. </li></ul><ul><li>Outgrowth of traditional support groups </li></ul><ul><li>Requested by patients </li></ul>
    22. 23. Fundraising: Md. Medical Center
    23. 25. <ul><li>Two videos </li></ul><ul><li>Three blog posts </li></ul><ul><li>Multiple Twitter updates </li></ul><ul><li>Dozer Fundraising page </li></ul><ul><li>Dozer Facebook page </li></ul>Quick Response: Dozer the Dog <ul><li>Dozens of blog / web posts </li></ul><ul><li>Over 400,000 YouTube views </li></ul><ul><li>Over $20,000 raised from 400 donors </li></ul>UMMS Social Media Efforts Results:
    24. 26. Ed Bennett Director of Web & Communications Technology University of Maryland Medical System Phone: 410-328-0771 Email: ebennett@umm.edu / ed@ebennett.org Web: umm.edu / ebennett.org Twitter: @edbennett

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