Social at the Sun<br />HIPAA Privacy Issues and the Use of Social Media in the Healthcare Environment<br />Monday, May 2, ...
Who we are and why are we here?<br />Matt Cyr – Director of Patient Communications<br />Ryan Paul – Social Media Specialis...
Why is Children’s doing it?<br />Open up two-way communication<br />Position us as a leader in pedi health info<br />Build...
Social Media at Children’s<br />Blogs<br />Thrive: pediatric health<br />Vector: science and innovation<br />YouTube<br />...
HIPAA in the social media age <br />Blogs<br />YouTube<br />Twitter<br />Facebook<br />
Blogging<br />Platform to share timely, relevant news and info<br />Real-time feedback on content<br />Control messaging<b...
Children’s on YouTube<br /><ul><li>Patient stories, clinical info and calls to action
#2 search engine in the world
Video brings your organization to life like no other medium
Significant control</li></li></ul><li>Children’s on Twitter<br />Real-time communication<br />Connect and converse<br />Pu...
Children’s on Facebook<br />Our posts viewed approx. 100 million times<br />Everyone’s there; it’s part of everyday life<b...
Concerns in social media<br />Negative comments<br />Libel/defamation<br />Employee activity<br />HIPAA violations<br />Me...
HIPAA Violations<br />
Social Media Policies<br />External:      (childrenshospital.org/socialmedia)<br />Disclaimer: patient-friendly language<b...
External Policies<br />Anything posted should not be considered medical advice<br />We may remove content, but aren’t obli...
Internal Policies<br />Helps employees understand correct use – and the consequences of inappropriate behavior<br />Can be...
Internal Policies<br />Decline friend requests from coworkers or patient families (sample language included)<br />Communic...
Sticky issues<br />The overwhelming majority of interactions, comments, questions and discussions are positive.<br />But p...
Red flags: Examples<br />
Red flags: Examples<br />
At our best<br />
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HIPAA Preso to NE Health Info Mgmt Assoc

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  • Talk here about your experience over 10 years working on HIPAA and privacy issues.Talk about Ryan’s day-to-day experience on the front lines.
  • To me this looks like a lot of opportunity; to you it might look like a lot of exposure. It’s both of course, which is why we hospitals and other health care organizations need to use social media, but do it thoughtfully.
  • In descending order of exposure, least to most, here are the most commonly used social media tools.
  • If set up properly, blogs can give you the most control of patient informationIt’s your site. You have responsibilities to your patients and contributors. Don’t let it be a free-for-all.
  • Twitter: Fairly small risk, but violations are possible because it’s an open source. Also lightning quick. A Tweet’s average lifespan is only minutes.
  • Facebook: Confusion about privacy settings, ability to post to other people’s walls, ease of uploading photos, ease of becoming a “fan”, breaks down barriers (friending a physician); easy to do the wrong thingWith that, I’ll have Ryan walk you through some specific situations we’ve encountered and how we’ve handled them.
  • Facebook: Confusion about privacy settings, ability to post to other people’s walls, ease of uploading photos, ease of becoming a “fan”, breaks down barriers (friending a physician); easy to do the wrong thingWith that, I’ll have Ryan walk you through some specific situations we’ve encountered and how we’ve handled them.
  • Facebook: Confusion about privacy settings, ability to post to other people’s walls, ease of uploading photos, ease of becoming a “fan”, breaks down barriers (friending a physician); easy to do the wrong thingWith that, I’ll have Ryan walk you through some specific situations we’ve encountered and how we’ve handled them.
  • Mention nurses going to Facebook for morale boosters
  • Mention nurses going to Facebook for morale boosters
  • Mention nurses going to Facebook for morale boosters
  • Mention nurses going to Facebook for morale boosters
  • Mention nurses going to Facebook for morale boosters
  • Here are the thoughts from our perspective; we’d love to hear your perspective.
  • HIPAA Preso to NE Health Info Mgmt Assoc

    1. 1. Social at the Sun<br />HIPAA Privacy Issues and the Use of Social Media in the Healthcare Environment<br />Monday, May 2, 2011<br />3:00-3:45 pm<br />
    2. 2. Who we are and why are we here?<br />Matt Cyr – Director of Patient Communications<br />Ryan Paul – Social Media Specialist<br />Children’s doing social media since 2008<br />Significant experience with HIPAA,compliance and legal issues of patient communications <br />
    3. 3.
    4. 4. Why is Children’s doing it?<br />Open up two-way communication<br />Position us as a leader in pedi health info<br />Build online brand and reputation, which contributes to brick and mortar reputation<br />Augment and enhance website activities<br />Respond in real-time to service issues, complaints and opportunities<br />Spread awareness of our services; drive volume<br />
    5. 5. Social Media at Children’s<br />Blogs<br />Thrive: pediatric health<br />Vector: science and innovation<br />YouTube<br />17,500 views per month<br />1,000 videos; 375 subscribers<br />Twitter<br />15 feeds<br />Approx. 14,000 total followers<br />Facebook<br />19 pages<br />575,000 fans; biggest hospital page in the world<br />Complete listing at chbos.org/socialmedia<br />
    6. 6. HIPAA in the social media age <br />Blogs<br />YouTube<br />Twitter<br />Facebook<br />
    7. 7. Blogging<br />Platform to share timely, relevant news and info<br />Real-time feedback on content<br />Control messaging<br />SEO benefits<br />Push expertise; build brand<br />Near-total control<br />
    8. 8. Children’s on YouTube<br /><ul><li>Patient stories, clinical info and calls to action
    9. 9. #2 search engine in the world
    10. 10. Video brings your organization to life like no other medium
    11. 11. Significant control</li></li></ul><li>Children’s on Twitter<br />Real-time communication<br />Connect and converse<br />Push out our content<br />Personal touch; easy to build relationships<br />Cheap and easy to maintain<br />Significant control<br />
    12. 12. Children’s on Facebook<br />Our posts viewed approx. 100 million times<br />Everyone’s there; it’s part of everyday life<br />Very easy to share and interact<br />Great, cost-effective way to push out content<br />Breaks down walls and opens doors<br />Less control<br />
    13. 13. Concerns in social media<br />Negative comments<br />Libel/defamation<br />Employee activity<br />HIPAA violations<br />Medical advice<br />Misinformation<br />Losing control<br />Personal vs. Professional<br />Your privacy settings<br />
    14. 14. HIPAA Violations<br />
    15. 15. Social Media Policies<br />External: (childrenshospital.org/socialmedia)<br />Disclaimer: patient-friendly language<br />Terms of Use: legal language<br />Patient & Family Materials<br />Internal<br />HR Social Networking Policy<br />
    16. 16. External Policies<br />Anything posted should not be considered medical advice<br />We may remove content, but aren’t obligated to do so<br />Postings on the page have the potential to be viewed by anyone, forever<br />
    17. 17. Internal Policies<br />Helps employees understand correct use – and the consequences of inappropriate behavior<br />Can be extension of current guidelines<br />Electronic communications<br />Standards of Conduct policy<br />Educateemployees to use technology wisely to make the right decisions<br />
    18. 18. Internal Policies<br />Decline friend requests from coworkers or patient families (sample language included)<br />Communicate via secure messaging<br />Do not post PHI or proprietary information on personal pages<br />Do not set up unapproved platforms<br />Although sites are not blocked, do not use social media for personal purposes during work hours (management vs. technology)<br />
    19. 19. Sticky issues<br />The overwhelming majority of interactions, comments, questions and discussions are positive.<br />But put systems in place to deal with them when they’re not<br />Service recovery opportunity<br />We work closely with Patient Relations and individual departments<br />
    20. 20. Red flags: Examples<br />
    21. 21. Red flags: Examples<br />
    22. 22. At our best<br />
    23. 23. At our best<br />
    24. 24. What we’d ask of you<br />Give us a chance to prove ourselves<br />The vast (vast) majority of interactions are positive; don’t be overly worried about the bad stuff<br />Help the communicators in your organization address HIPAA and privacy challenges of social media; they’re looking for help<br />
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