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Trends in Healthcare Social Media
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Leaders have a strong core of content marketing/education Cautious experimentation by provider organizations The Rise of e-Patients Social Media’s role in patient engagement Mobile devices impact Where to we go from here?
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Trends in Healthcare Social Media
- Trends in Social Media in Healthcare @JohnSharp LinkedIn.com/in/JohnSharp
- Take Aways Leaders have a strong core of content marketing/education Cautious experimentation by provider organizations The Rise of e-Patients Social Media’s role in patient engagement Mobile devices impact Where to we go from here?
- Social Media Hub
- Centered Around a Blog
- Content Marketing an opportunity for marketers to reach customers with authentic, relevant, helpful and engaging information and conversations, Works in healthcare because we are not trying to reach out to consumers based on price or selection – yet Includes patient education, wellness information – nutrition and exercise
- Experimentation Pinterest – posting healthy recipes, graphics Asking for feedback through Facebook Healthcare Hashtag project http://www.symplur.com/healthcare-hashtags/
- Feedback before social media Letter addressed to CEO May have forwarded to the employee receiving the compliment Only a few people saw it Rarely acted on May or may not be replied to
- Facebook Feedback
- Healthcare Hastags
- Quest for the Viral Video No formula to predict Empathy: The Human Connection to Patient Care Originally intended for employees only Now over 1 million views Being imitated in England, elsewhere
- Empathy Video
- Rise of the e-Patient An e-patient is a health consumer who participates fully in his/her medical care. White paper: e-Patients: How they can help us heal health care e-Patient Dave
- e-Patients Included For conferences which include patients as participants and speakers Began at TEDx Maastrict in the Netherlands by Lucien Engelen
- e-Patients – the Walking Gallery Regina Holliday paints jackets for e-Patients and other patient advocates The owners assemble at conferences to act as a walking gallery of patient stories Her husband died because his records were not electronic and could not be released easily for a second opinion
- Patient Communities Smart Patients Patients Like Me Diabetes Mine
- The Quantified Self is an international collaboration of users and makers of selftracking tools. Report their self-tracking on social media
- Social Media & Patient Engagement Does it make a difference? Is online engagement enough? How do you measure? Is there an impact on HCAP scores? Addressing problems in real time
- Measuring Impact
- Sentiment Analysis Shows positive, negative and neutral comments Requires interpretation
- Social Media & Patient Satisfaction Axial Exchange Patient Engagement Index Large social media presence and social media interaction includes Yelp ratings and Facebook likes
- Mobile Devices Everyone continuously connected Patients connected at the hospital, expect cell, wireless service to stay in touch Dealing with photos and videos by employees and visitors Do mobile devices enhance or interfere with care?
- Mobile Devices Need policy on use of mobile devices including photography and social media Need to educate employees Don’t block use but allow appropriate use
- Where do we go from here? Google Glass and other wearable devices Social media – what’s next? Infographs The office visit of the future
- Google Glass Uses in medical education and more
- Social Media – What’s Next More ways to share videos, photos Easier to share health information, privately or publicly More ways to develop communities Social media impacting health Social media impacting patient satisfaction
- Infographs
- Provider Visit of the Future
- Warnings Negative comments and reviews Negative comments which grow out of control Photos and comments from employees including HIPAA violations Social media accounts being hacked
- Address Social Media Complaints Billing complaints, parking, negative patient experience Address quickly Delay in response could get more similar posts, negative comments Divert offline – ask to call
- Take Aways Leaders have a strong core of content marketing/education Cautious experimentation by provider organizations The Rise of e-Patients Social Media’s role in patient engagement Mobile devices impact Where to we go from here?
- Two Kinds of People? Will you join the social media revolution to engage patients?
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