Social Media in Healthcare

  • 2,116 views
Uploaded on

Presentation at the American Hospital Association on July 29, 2011

Presentation at the American Hospital Association on July 29, 2011

  • Full Name Full Name Comment goes here.
    Are you sure you want to
    Your message goes here
    Be the first to comment
No Downloads

Views

Total Views
2,116
On Slideshare
0
From Embeds
0
Number of Embeds
4

Actions

Shares
Downloads
71
Comments
0
Likes
1

Embeds 0

No embeds

Report content

Flagged as inappropriate Flag as inappropriate
Flag as inappropriate

Select your reason for flagging this presentation as inappropriate.

Cancel
    No notes for slide
  • 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.
  • 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.
  • It’s fundamentally different than traditional one-to-many models. Models that give complete control to the publisher.

Transcript

  • 1. Social Media in Healthcare Overview and Current Realities Ed Bennett University of Maryland Medical System American Hospital Association July 29, 2011
  • 2. Table of Contents
    • My Background
    • Social Media
      • What it is and what it isn’t
      • Why it Matters
    • Special Issues for Healthcare
    • Hospitals and Social Media
      • Rapid adoption
      • Current stats
      • Examples
      • Trends
    • Opportunities for Healthcare Professionals
  • 3. My Background
    • Pre-1980 Juggler & Street Performer
    • 1980 - 1994 Microfilm Technician, Software Trainer
    • 1994 - 1999 Web Entrepreneur
    • Currently Director, Web Strategy University of Maryland Medical System
    Page  Core Web Management Skills
  • 4. Page  La Primavera by Botticelli
  • 5. What is Social Media?
    • Conversation, not a lecture
    • Extension of everyday interaction
    • Group driven, not top-down
    • Messy, disorganized, hard to control
    • Tool, not a strategy or end-point
    • Where patients and employees spend time
  • 6. What is Social Media?
      • Talking
      • Arguing
      • Sharing
      • Connecting
      • Creating
    • Family
    • Friends
    • Work Colleagues
    • Neighbors
    • Community Members
    People doing what people do: with
  • 7. Why It Matters Facebook is #1 Google drops to #2
  • 8. Why It Matters This is like Johns Hopkins dropping to #2
  • 9.  
  • 10. Pew Internet Research Findings
    • 79% of American adults use the Internet
    • 47% of all adults use Social Media (59% of Internet users)
    • Social Media use has doubled since 2008
    • More than half of Social Media users are over 30 years old
    • 56% percent are female
    • Source: Social Networking Sites and Our Lives - Pew Research Center http://bit.ly/knkxJU
  • 11.
    • 1 in 4 internet users have:
    • Watched an online video about health.
    • Tracked weight, diet, exercise routine or other health indicator online.
    • Consulted online reviews of drugs/medical treatments (but very few post such reviews).
    • Source: The Social Life of Health Information, 2011 | e-Patients.net http://bit.ly/imX2Va
    Pew Internet Research Findings
  • 12. What is Social Media?
    • Plus SMS (Texting) and other low-barrier tools.
  • 13. Fundamental Changes
    • Healthcare Social Media is:
      • Communities of Interests (COI)
      • Discoverable / Searchable
      • Asynchronous
      • Location free
      • Self-regulating
  • 14. Fundamental Changes
    • Healthcare Social Media allows for:
        • Low/no cost entry for participation
        • Exploration and discovery at users’ pace
        • Near real-time interactions
        • Redefining work and friendship networks
        • Rapid development and change (3:1)
  • 15. “ How Facebook Saved My Son’s life” Source: Slate.com July 13, 2011 http://www.slate.com/id/2297933/
  • 16. 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
  • 17. Special Issues for Healthcare Professionals
    • HIPAA / PHI
    • Professional vs. Private presence
    • Appropriate use
    • Social Media access on hospital networks
    • Professional Guidelines / HR policies
    • Finding answers in the “grey zone”
    “ The Placenta Incident”
  • 18. Hospital Social Media Types
  • 19. Rapid Growth: YouTube and Twitter
  • 20. How Hospitals Use Social Media
    • Customer Service
    • Community Outreach
    • Education
    • Public Relations
    • Crisis Communications
    • Recruitment
    • Brand Monitoring
  • 21. Customer Service: Emory Emory Healthcare Blog: http://bit.ly/m07r09
  • 22. Emory Healthcare Blog: http://bit.ly/m07r09
  • 23. Service Recovery: Crouse Hospital July 26, 2011 2:27 pm Patient posts complaint on Twitter about ER wait time. 3:31 pm Patient posts compliment . 2:30 pm Crouse Hospital Staffer gets notification on smart phone, starts response process. 2:45 to 3:15 pm Bob Allen, VP of Communications goes down to the ER, finds the patient and resolves the issue 3:57 pm Crouse closes the loop with patient on Twitter
  • 24. Marketing: Inova Health: Fit For 50
    • Fitfor50.org
    • Blog, Facebook and Twitter
    • 6,380 participants on www.FitFor50.org
    • 6,300 new emails entered into CRM database
    • 300 participants from Fitfor50 participated in 8k fundraising event
  • 25. 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
  • 26. Fundraising: UMMC
  • 27. Fundraising: Dozer the Dog
  • 28.
    • Two videos
    • Three blog posts
    • Multiple Twitter updates
    • Dozer Fundraising page
    • Dozer Facebook page
    Quick Response: Dozer the Dog
    • Dozens of blog / web posts
    • National Media – ABC News
    • Over 400,000 YouTube views
    • Over $17,000 raised from 400 donors
    UMMS Social Media Efforts Results:
  • 29. How Hospitals Will Use Social Media
    • Closed Facebook group for post-transplant patients
    • Created April 2011, now has 25+ active members
    • Admin: Post-Transplant Hepatology N.P.
    • Outgrowth of traditional support groups
    • Requested by patients
  • 30. How Hospitals Will Use Social Media
    • Mayo Clinic Community
    • First Hospital with public, branded Social Media service.
    • Open to anyone
    • Discussion forums, videos, news, reference materials
    connect.mayoclinic.org
  • 31. Getting Started – Weekly Twitter Chats
    • #Rnchat: Nurses - Tuesday 9pm
    • #HCSM: General healthcare social media chat - Sunday 9pm
    • #HITsm: Health IT and Social media - Monday 9pm
  • 32. Q&A
    • Social Media has already become,
    • or must become,
    • integrated into how we do business.
    • Discuss.
  • 33. Edward Bennett Director Web / Communications Technologies University of Maryland Medical System Phone: 410-328-0771 Email: ebennett@umm.edu / ed@ebennett.org Web: umm.edu - ebennett.org Twitter: @edbennett Presentation, Resources and Discussion http://ebennett.org/aha