HIPAA Preso to NE Health Info Mgmt Assoc
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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 HIPAA Preso to NE Health Info Mgmt Assoc Presentation Transcript

  • Social at the Sun
    HIPAA Privacy Issues and the Use of Social Media in the Healthcare Environment
    Monday, May 2, 2011
    3:00-3:45 pm
  • Who we are and why are we here?
    Matt Cyr – Director of Patient Communications
    Ryan Paul – Social Media Specialist
    Children’s doing social media since 2008
    Significant experience with HIPAA,compliance and legal issues of patient communications
  • Why is Children’s doing it?
    Open up two-way communication
    Position us as a leader in pedi health info
    Build online brand and reputation, which contributes to brick and mortar reputation
    Augment and enhance website activities
    Respond in real-time to service issues, complaints and opportunities
    Spread awareness of our services; drive volume
  • Social Media at Children’s
    Blogs
    Thrive: pediatric health
    Vector: science and innovation
    YouTube
    17,500 views per month
    1,000 videos; 375 subscribers
    Twitter
    15 feeds
    Approx. 14,000 total followers
    Facebook
    19 pages
    575,000 fans; biggest hospital page in the world
    Complete listing at chbos.org/socialmedia
  • HIPAA in the social media age
    Blogs
    YouTube
    Twitter
    Facebook
  • Blogging
    Platform to share timely, relevant news and info
    Real-time feedback on content
    Control messaging
    SEO benefits
    Push expertise; build brand
    Near-total control
  • Children’s on YouTube
    • 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
  • Children’s on Twitter
    Real-time communication
    Connect and converse
    Push out our content
    Personal touch; easy to build relationships
    Cheap and easy to maintain
    Significant control
  • Children’s on Facebook
    Our posts viewed approx. 100 million times
    Everyone’s there; it’s part of everyday life
    Very easy to share and interact
    Great, cost-effective way to push out content
    Breaks down walls and opens doors
    Less control
  • Concerns in social media
    Negative comments
    Libel/defamation
    Employee activity
    HIPAA violations
    Medical advice
    Misinformation
    Losing control
    Personal vs. Professional
    Your privacy settings
  • HIPAA Violations
  • Social Media Policies
    External: (childrenshospital.org/socialmedia)
    Disclaimer: patient-friendly language
    Terms of Use: legal language
    Patient & Family Materials
    Internal
    HR Social Networking Policy
  • External Policies
    Anything posted should not be considered medical advice
    We may remove content, but aren’t obligated to do so
    Postings on the page have the potential to be viewed by anyone, forever
  • Internal Policies
    Helps employees understand correct use – and the consequences of inappropriate behavior
    Can be extension of current guidelines
    Electronic communications
    Standards of Conduct policy
    Educateemployees to use technology wisely to make the right decisions
  • Internal Policies
    Decline friend requests from coworkers or patient families (sample language included)
    Communicate via secure messaging
    Do not post PHI or proprietary information on personal pages
    Do not set up unapproved platforms
    Although sites are not blocked, do not use social media for personal purposes during work hours (management vs. technology)
  • Sticky issues
    The overwhelming majority of interactions, comments, questions and discussions are positive.
    But put systems in place to deal with them when they’re not
    Service recovery opportunity
    We work closely with Patient Relations and individual departments
  • Red flags: Examples
  • Red flags: Examples
  • At our best
  • At our best
  • What we’d ask of you
    Give us a chance to prove ourselves
    The vast (vast) majority of interactions are positive; don’t be overly worried about the bad stuff
    Help the communicators in your organization address HIPAA and privacy challenges of social media; they’re looking for help