Health Care is Social  Ryan Squire Program Director [email_address] http://twitter.com/OSUsquire http://facebook.com/OSUsq...
Source:  Pew Internet and American Life Project Percentage
Landscape http://www.healthpopuli.com/2010/05/websites-first-then-doctors-support-peoples-health-care-decisions
Source: Polls taken April 15, 2010 Percentage Class of 2014
Landscape
 
Presence http://facebook.com/osumedicalcenter
Presence http://youtube.com/osumedicalcenter
Presence http://twitter.com/osumc
Presence http://leadershipinsights.osumc.edu
Presence http://projectoneblog.osumc.edu
How Can a Hospital Use  Social Media? <ul><li>Customer Service:    Contact point for our customers, catch problems early. ...
How Can a Hospital Use  Social Media? <ul><li>Crisis Communications:     Take control of the message, and keep community  ...
 
Listening Is the Foundation
Personalized Health Care-Listen
Respond
Listen-Some More
Influence <ul><li>Called Customer Service </li></ul><ul><li>Forwarded situation to The James Customer Service </li></ul><u...
Enlist
 
Policy Is Important <ul><li>Social Media Policy </li></ul><ul><ul><li>http://www.scribd.com/document_collections/2392744 <...
<ul><li>“ You don't create a culture. Culture happens. Culture is the by-product of consistent behavior.” </li></ul><ul><u...
OSUMC Policy “ Our policy is that you, the employee, may use Social Media for personal use only during non-working time an...
 
Who Determines Value? Source:  http://www.opposableplanets.com/social-media/2009/01/the-social-media-leadership-paradox/
 
 
 
Upcoming SlideShare
Loading in …5
×

Health Care is Social

869 views

Published on

Presentation discussing current and future social media trends in medicine and how we are working to address those trends at Ohio State.

Published in: Health & Medicine
0 Comments
0 Likes
Statistics
Notes
  • Be the first to comment

  • Be the first to like this

No Downloads
Views
Total views
869
On SlideShare
0
From Embeds
0
Number of Embeds
25
Actions
Shares
0
Downloads
11
Comments
0
Likes
0
Embeds 0
No embeds

No notes for slide
  • Set A1 – Title Slide
  • Set A1 – Content Slide
  • Set A1 – Content Slide
  • Set A1 – Content Slide
  • Set A1 – Content Slide
  • Set C1 – Title Slide
  • Set A1 – Content Slide
  • Set A1 – Content Slide
  • Set A1 – Content Slide
  • Set A1 – Content Slide
  • Set A1 – Content Slide
  • Here’s just a few examples
  • Here’s just a few examples
  • Set C1 – Title Slide
  • Set A1 – Content Slide
  • Set A1 – Content Slide
  • At 1:05pm, Ryan responded (was in a meeting until 12:30 and headed to the main library for another meeting at 1pm) At 1:14 JR responded and Ryan took the conversation out of the public eye to find out where JR was at OSUMC. He was helping a patient on the 10 th floor of the Moorehouse clinic, the patient was a cancer patient.
  • JR was clearly not happy about his experience. While he continued to tweet, Ryan contacted customer service, who contacted the James customer service representatives because the patient was a cancer patient.
  • 1 hour and 15 minutes after Ryan first called customer service, a patient care representative showed up to talk to them about their wait.
  • And yet, 1 hour later, JR sent to all of his followers the marketing message that Ryan had sent that day… JR, was so upset with us and yet, he became a citizen marketer. All we did was listen.
  • Set C1 – Title Slide
  • It’s only paper or electronic bytes if you don’t practice it, and expect those around you to practice.
  • Non-Work time is during breaks and when not directly tasked with work. I would reiterate that “non-work time” is defined by the unit manager and may be different for each department given each unit’s unique business functions.  If an employee has questions around acceptable non-work time on their unit, they are highly encouraged to speak with their manager to ensure clarity before participating in social media (just as they would/should with internet use).
  • Set C1 – Title Slide
  • Set A1 – Content Slide
  • Set C1 – Title Slide
  • Set A1 – Content Slide
  • Closing Slide
  • Health Care is Social

    1. 1. Health Care is Social Ryan Squire Program Director [email_address] http://twitter.com/OSUsquire http://facebook.com/OSUsquire
    2. 2. Source: Pew Internet and American Life Project Percentage
    3. 3. Landscape http://www.healthpopuli.com/2010/05/websites-first-then-doctors-support-peoples-health-care-decisions
    4. 4. Source: Polls taken April 15, 2010 Percentage Class of 2014
    5. 5. Landscape
    6. 7. Presence http://facebook.com/osumedicalcenter
    7. 8. Presence http://youtube.com/osumedicalcenter
    8. 9. Presence http://twitter.com/osumc
    9. 10. Presence http://leadershipinsights.osumc.edu
    10. 11. Presence http://projectoneblog.osumc.edu
    11. 12. How Can a Hospital Use Social Media? <ul><li>Customer Service: Contact point for our customers, catch problems early. </li></ul><ul><li>Innovation: Encourage and empower cross-department collaboration. </li></ul><ul><li>Patient/Employee Education: Natural extension of efforts to reach & teach. </li></ul><ul><li>Public Relations: The media is there looking for stories, sources, and free content. </li></ul>Source: University of Maryland Medical Center Uses for Social Media
    12. 13. How Can a Hospital Use Social Media? <ul><li>Crisis Communications: Take control of the message, and keep community updated in real-time. </li></ul><ul><li>Recruitment: Finding, informing, enlisting future talent. </li></ul><ul><li>Thought Leadership: Develop new thought around the direction of health care. </li></ul><ul><li>Advocacy: Interface with public policy creators/influencers publicly. </li></ul>
    13. 15. Listening Is the Foundation
    14. 16. Personalized Health Care-Listen
    15. 17. Respond
    16. 18. Listen-Some More
    17. 19. Influence <ul><li>Called Customer Service </li></ul><ul><li>Forwarded situation to The James Customer Service </li></ul><ul><li>Followed up with patient </li></ul>
    18. 20. Enlist
    19. 22. Policy Is Important <ul><li>Social Media Policy </li></ul><ul><ul><li>http://www.scribd.com/document_collections/2392744 </li></ul></ul><ul><ul><li>http://bit.ly/9ccYHt </li></ul></ul>
    20. 23. <ul><li>“ You don't create a culture. Culture happens. Culture is the by-product of consistent behavior.” </li></ul><ul><ul><ul><ul><ul><li>Jason Fried—Social Media Management Expert </li></ul></ul></ul></ul></ul><ul><li>Consistent behavior is created by practice. </li></ul><ul><li>“ Practice does not make perfect. Only perfect practice makes perfect.” </li></ul><ul><ul><ul><ul><ul><li>Vince Lombardi </li></ul></ul></ul></ul></ul>Policy Cannot Stand Alone
    21. 24. OSUMC Policy “ Our policy is that you, the employee, may use Social Media for personal use only during non-working time and in strict compliance with all other terms of this and other Medical Center and University policies.”
    22. 26. Who Determines Value? Source: http://www.opposableplanets.com/social-media/2009/01/the-social-media-leadership-paradox/

    ×