Mind the Gap: Social Media (SM) Strategy & Relationship Building for Health System Improvements. Paul Gallant CHE. BCPSQC Quality Forum, Vancouver, Canada


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Presented at British Columbia Patient Safety and Quality Council 2012. Social Media Camp by Paul Gallant, Certified Health Executive, Mentor, Health Leader and Consultant, CHE, PhD(c), MHK.
Principal, Gallant HealthWorks

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Mind the Gap: Social Media (SM) Strategy & Relationship Building for Health System Improvements. Paul Gallant CHE. BCPSQC Quality Forum, Vancouver, Canada

  1. 1. Social Media (SM) Strategy & Relationship Building forHealth System Improvements March 7, 2012 BC Patient Safety Quality Council Paul W. Gallant, CHE, PhD(c), MHK, BRec (TR) Certified Health Executive & Principal, Gallant HealthWorks Website: www.GallantHealthWorks.com Twitter: @HealthWorksBC Hashtags: #CdnHealth #BCHC #HCSMCA #CCHLeaders #s4pm
  2. 2. Overview Context: About you and about me The GAP: Health care “Vs.” SM Examples of relationship & strategy explored Survey & Poll results Lessons learned Resources Questions
  3. 3. About Me/We: “Engaging Stakeholders in Health” 25 yrs health care, leadership & educating experience Consultant, Conduit, Educator, Researcher, Mentor Elected Exec. Member BC Lower Mainland Chapter Canadian College of Health Leaders (CCHL) #CCHLeaders Relationship builder Person-Patient-Family-Provider Centred Strategy Leader in North American Leadership Action Series Person- Centred Health (2009-2010) Policy & SM advisor to numerous associations #CdnHealth Daily Publisher, Linkedin Founder of 3 Groups Health Care Management Educator Gallant HealthWorks, Principal
  4. 4. My Passion: Knowledge Translation &Health Equity: UBC Dialogues 2012: BodyImage Is Fat All in Our Heads. Podcast available UBC 4
  5. 5. TranslatingKnowledge 5
  6. 6. From Global National TV16:9 to YouTube: TranslatingKnowledge About Males with Eating Disordershttp://www.youtube.com/watch?v=ctlGqM0ekOY 6
  7. 7. Health Values Social Media ValuesRisk averse Risk takingInformation from authoritative Network ReputationsourcesPrivacy and security regulated Anyone can publish anythingData tightly controlled Information freely distributedTight intellectual property Use licenses with few restrictions Social Media is “Disruptive” Edward Bennett. Director ,Web / Communications Technologies University of Maryland Medical System
  8. 8. Health Care & Social Media“There is currently widespreaddiscussion among health careprofessionals, academics,social media observers and thepublic about how social media canand should be used in health care.” CMA 2011 8
  9. 9. Evidence SM/Health“The evidence base is currently lackingon whether the use of social media canimprove patient outcomes. (However,numerous research studies are showingthat social media tools and resources arebeing used to provide patients withhealth information and attempt tochange health-related behaviours.” CMA 2011 9
  10. 10. Canada
  11. 11. 2012 Physician Survey - CMA Drs. who used mobile devices: 86% used for both personal & professional reasons Almost all used Google to look for info. for professional needs 43% participated in an online forum to discuss medical/health care topic. 80% agreed that SM "poses professional & legal risks to physicians” 51% think SM can increase public knowledge about medical issues 11
  12. 12. Example of Shifting Federal/ProvincialHealth Care Funding Recent/Present 1977-1997 (Approx) Provincial Federal Territorial 50% 50%
  13. 13. What do you think are severalof the biggest challenges to the health system in BC?
  14. 14. The biggest challenges aging population growing need to provide care to frail seniors rising burden of illness from chronic diseases, mental illness and cancer advances in technology and drugs (pharmaceuticals) driving new costly procedures and treatments need to maintain and improve the health system’s buildings and equipment.
  15. 15. Triple Aim: Institute for Health CareImprovement IHI/USA & BC HealthCare: Best Care for the WholePopulation at the Best Cost 15
  16. 16. Strategy  Where am I or where are we now?  Where do we want to be?  How do we get there?  How do we know when we are there?  How do we know an improvement is an improvement or that a change is a change?
  17. 17. Strategy
  18. 18. Quality Improvement: PDSAPlan-Do-Study-Act Cycles 18
  19. 19. 7C’s: Principles for TransformationalChange in Health Care1.Clear direction: Focus on a long term vision within awhole systems context2.Communicate: direct and relentless3.Care: Champion the caring aspect of healthcare4.Change readiness: Assess change readiness oforganization(s) & individuals5.Community: Use a Community Engagement approach6.Culture: Address culture7.Construct: Ensure a sufficient structural framework existsResearched by: Paul Gallant, Geoff Rowlands,Graham Dickson & Marilynn Kendall.Published HCLABC September 2010 19
  20. 20. Relationship Building 20
  21. 21. Examples Relationship Strategies:Linkedin Groups Create a pan-world online network for person-centred health Create a network for BC and Canadian health leaders and consultants to build relationships Increase KT/dissemination of health info. Have polling/survey pool to bounce ideas off of and inform decisions
  22. 22. Creator/Manager Canada Health & Healthcare Consultants 22
  23. 23. Group Membership Poll: Canada Health & Health CareConsultants 2012 (CHHC) on Linkedin 23
  24. 24. #CdnHealth Daily, A News Digest>1000 Sources and About 100Items Dailyhttp://paper.li/HealthWorksBC/1308721020 24
  25. 25. Gallant HealthWorks (GHWA)Survey ResultsSocial Media Strategy 25
  26. 26. Gender/AgeGHWA/@HealthWorksBC Survey ResultsResponse Chart Percentag Count eMale 44% 23Female 56% 29 Total Responses 52 Response Chart Percentage Count Under 18 0% 0 18-24 3% 1 25-34 23% 9 35-44 21% 8 45-54 28% 11 55-64 21% 8 65 or Above 5% 2 Prefer Not to Answer 0% 0 Total Responses 39
  27. 27. I use social media at WORK or FOR MYWORK related activities:GHWA/@HealthWorksBC Survey Results Response Chart Percentag Count e Never 19% 10 Less than 1x a week 8% 4 1-2 times a week 9% 5 3-4 times a week 15% 8 5-7 times a week 9% 5 8+ times a week/More 40% 21 than 1x daily Total Responses 53
  28. 28. My work would best be described as:Response Chart Percentage Count GHWA/@HealthWorksBC Survey ResultsNot Employed 4% 2Working in Health Care 38% 20(Leadership)Working in Health Care 33% 17(Non-Leadership)Working in a Non-Health 2% 1Care FieldStudent 6% 3other 17% 9 Total Responses 52 GHWA/@HealthWorksBC Survey Results
  29. 29. Advice to improve the quality of health care delivered Leverage existing on-line communities where possible Build bridges and not divides. Meet health leaders/policy makers part-way & understand their world Let everyone rate any healthcare provider Consider SM as new communication tools & use appropriately Use it to engage with & create positive health care experiences for all British Columbians. Treat it like another communications channel (i.e. same process for approvals, uses etc.) Use narrative reporting, its easier for community members to understand high level changes/decision making 29 GHWA/@HealthWorksBC Survey Results
  30. 30. Advice Cont’d Doctors should have a page of their own. Get physicians onboard Advice to health care pros: learn Twitter & discipline yourself to 30 mins a day. To health care orgs: develop a SM strategy and use it Encourage staff to use their devices in a professional manner when caring for patients and in view of health care users Older leaders in the field need to not only embrace but be open-minded and learn how useful social media can be in the work place Link its goals with corporate strategy. GHWA/@HealthWorksBC Survey Results 30
  31. 31. Advice Cont’d Organizations need to work it into work plans, evaluations, outcomes etc. & not just have it as an extra’ Listen to the frontline staff they have the best ideas Lets think about how we can better help our colleagues and learn through each others mistakes. Dont rely on it, it really isnt as pervasive as we all seem to think. GHWA/@HealthWorksBC Survey Results 31
  32. 32. There’s a large gap between those who promotesocial medias use & the health care sectorswillingness to adopt social media to improve thequality of health care. Response Chart Percentage Count Gallant HealthWorks Twitter: @HealthWorksBC Survey Results Agree Strongly 38% 20 Agree Somewhat 48% 25 Disagree Somewhat 8% 4 Disagree Strongly 0% 0 Unsure 2% 1 Other, please specify: 4% 2 Total Responses 52 Gallant HealthWorks Twitter: @HealthWorksBC Survey Results
  33. 33. Lessons Learned Build relationships not just followers Set realistic goals Make strategic choices to manage limited resources Encourage positive conversation Adopt low risk tools first Continue to use tech to manage efficiencies (HootSuite, TweetDeck, News Digests) Re-purpose/translate knowledge Become comfortable with loss of control & help others do the same Seek feedback: Include Improvement Cycles: PDSA Remember SM: it’s a tool not your life! 33
  34. 34. Bridge The GAP
  35. 35. Resources Health Council Canada IMPACT BC & Patient Voices Network BSPSQC Change Foundation (Toolkits: See Photo) Canadian Medical Association #CdnHealth Daily Groups: Linkedin: CHHC, PCH, HCLABC, Quality Health Network, HCSMCA Hashtags include: #BCHC #CdnHealth #s4pm #hcsmca #mhsm #CCHLeaders My Website: www.GallantHealthWorks.com Email: info@GallantHealthWorks.com