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The Top 10 Reasons Why Health Care Leaders Should Embrace Social Media

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This presentation was delivered at the Quality Forum 2016 by Christina Krause and Kevin Smith.

For more information, visit www.QualityForum.ca

Published in: Healthcare, Social Media
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  • Thank you for sharing! This was informative and interesting. The slide that caught my eye was #15. It stated that 59% of users have looked online for health information. But thats not what really caught my interest. Instead it was this: out of the 53% of those who have talked with a clinician about what they found online, 41% of those had their condition confirmed by a clinician! Who would've thought that online diagnoses would be so accurate!
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The Top 10 Reasons Why Health Care Leaders Should Embrace Social Media

  1. 1. THE TOP 10 REASONS WHY HEALTH CARE LEADERS SHOULD EMBRACE SOCIAL MEDIA CHRISTINA KRAUSE | EXECUTIVE DIRECTOR | @CK4Q KEVIN SMITH | DIRECTOR, COMMUNICATIONS | @KEVIN4QUALITY
  2. 2. Before We Get Started … Share what you are learning, ask questions or chat with others on Twitter! #QF16
  3. 3. BCPSQC Vision A sustainable health care system built on a foundation of quality.
  4. 4. Our Mission Provide system-wide leadership through collaboration with patients, the public and those working within the health system in a relentless pursuit of quality.
  5. 5. “Hierarchy is necessary for (and only for!) building compliance. It is not networked. As formal power, it is not a form of leadership – but of management. In the presence of formal power, leadership is actually quite impossible to happen.” Influence is necessary for social density and connection. It is networked. It is a form of leadership. Reputation is necessary for value creation. It is networked, as well. It is the second form of leadership.” Source: Niels Pflaeging, 2014
  6. 6. “Leaders need to excel at co-creation and collaboration—the currencies of the social media world. Executives must understand the nature of different social-media tools and the unruly forces they can unleash.” Source: McKinsey, 2013
  7. 7. What is Social Media Anyway? • Ways to communicate with multiple people • Ways to share info, resources, campaigns, etc. • Ways to make your life easier
  8. 8. And Here’s Where it Gets Exciting Two key elements: 1. Interactivity 2. Communities Source: thecdm.ca
  9. 9. Source: Smart Insights
  10. 10. Why Does the BCPSQC Use Social Media? 1. Support efforts to improve quality of care 2. Build social movement thinking into quality 3. Engage at a wide scale
  11. 11. The Big Picture • Spreading resources and messages • Engaging all sorts of people and organizations • Learning opportunities • Building communities • Building relationships with patients
  12. 12. Engagement Source: Yvonne Hollandy Engagement
  13. 13. Why Should We Use Social Media?
  14. 14. Source: Pew Internet
  15. 15. Source: Pew Internet
  16. 16. In a survey of patients of an outpatient family practice clinic, 56% wanted their providers to use social media For those patients who do not use social media, many would start if they knew that they could connect with their providers there Why Should We Use Social Media? Source: Chretien & Kind, 2013 http://ow.ly/SBh9r
  17. 17. The 10 largest diabetes management groups on Facebook revealed that patients, family and friends: • share personal clinical information • receive emotional support • request diabetes management guidance from other groups Why Should We Use Social Media? Source: Chretien & Kind, 2013 http://ow.ly/SBh9r
  18. 18. Patients can tap into various “health subcultures” on Twitter For those with rare diseases, can result in meaningful online relationships and support in ways previously not possible Why Should We Use Social Media? Source: Chretien & Kind, 2013 http://ow.ly/SBh9r
  19. 19. The most common experience shared via social platforms is positive care received Social media has raised patient expectations…about 70% expect a patient service response within 24hrs Why Should We Use Social Media? Source: Expio, 2015 http://ow.ly/SBhcX
  20. 20. 55% of patients trust info via social media from hospitals, and 39% are willing to share it 41% of patients are using social media to choose a specific hospital or medical facility Why Should We Use Social Media? Source: Expio, 2015 http://ow.ly/SBhcX
  21. 21. Social Media Landscape
  22. 22. Start With the Basics • Why • Who • What • How • Hmm
  23. 23. Start With the Basics • Why can using social media benefit you, your project or your organization? • Who • What • How • Hmm
  24. 24. Start With the Basics • Why can using social media benefit you, your project or your organization? • Who do you want to connect with? • What • How • Hmm
  25. 25. Start With the Basics • Why can using social media benefit you, your project or your organization? • Who do you want to connect with? • What do you want to accomplish? • How • Hmm
  26. 26. Start With the Basics • Why can using social media benefit you, your project or your organization? • Who do you want to connect with? • What do you want to accomplish? • How are you going to connect with them? • Hmm
  27. 27. Start With the Basics • Why can using social media benefit you, your project or your organization? • Who do you want to connect with? • What do you want to accomplish? • How are you going to connect with them? • Hmm…how might you measure it?
  28. 28. THE TOP 10*
  29. 29. Reason 1: Build Relationships Change Day BC – and its partners – on Twitter, Facebook, Instagram…
  30. 30. Sources: http://ow.ly/SBhiq http://ow.ly/SBhkr
  31. 31. Reason 1: Build Relationships
  32. 32. Reason 1: Build Relationships
  33. 33. Reason 2: Flatten Organizations Toronto East General Hospital’s leaders on Twitter All senior managers received training and are now encouraged to use Twitter regularly “We want to connect with stakeholders and community. Social media allows us to communicate in a different way.” Carmine Stumpo, VP Programs
  34. 34. Reason 2: Flatten Organizations
  35. 35. Reason 3: Collaborate What are the obstacles to change and what building blocks to overcome them?
  36. 36. Reason 3: Collaborate 3,595 people, 45 countries, 13,895 ideas A voting system and expert panels whittled down contributions into implementable ideas
  37. 37. http://ow.ly/SBirX Reason 3: Collaborate
  38. 38. Reason 3: Collaborate
  39. 39. Reason 4: Improve Culture
  40. 40. Your Turn Does your organization have SM-related policies that may unintentionally prevent: • Collaboration? • Shared learning? • Improved care for patients? • Response to patient questions/ comments/complaints?
  41. 41. Reason 5: Learn from Anyone
  42. 42. Reason 5: Learn from Anyone
  43. 43. Let Patients Help! Open Mic with e-Patient Dave Are New Technologies Detracting or Enhancing Physician-Patient Communication? Engaging Students to Improve Quality Considering Health Literacy in Your Quality Work Reason 5: Learn from Anyone
  44. 44. Fraser Health uses Facebook, Twitter and YouTube to open windows into health care Reason 5: Learn from Anyone
  45. 45. “Patients resort to ‘non-traditional’ means of communication when the traditional channels fail to meet their needs.” Bryan Vartabedian @doctor_v Reason 5: Learn from Anyone
  46. 46. Reason 6: Openly Reflect • Be authentic • Listen • Learn • Ask • Connect
  47. 47. Reason 7: Tell Powerful Stories Saskatoon Health Region crowdsources its organizational vision with powerful ‘The Renewal’ Video http://ow.ly/SBe1w
  48. 48. Reasons 8 & 9: Drive Change and LEAD! Foster an environment where all of the above can take place. • Education is key. So is helping people • Embed social media training in curriculum
  49. 49. “I trust my staff with a baton. I trust them to remove your liberty. Why wouldn’t I trust them with a Twitter account?” Gordon Scobbie Deputy Chief Constable, Tayside Police @DCCTayside Trust
  50. 50. “We trust social workers with care & protection of most vulnerable people. We need to trust them with social media” Jon Bolton Director, Focused on Learning @jonbolton Trust
  51. 51. Your Turn Privacy violation or catalyst for a conversation that could raise awareness of polypharmacy?
  52. 52. Social Media Guidelines Typically include: • Information about the context and benefits of using social media • What to be aware of and “how to use” it • Principles to guide the use of social media tools in a professional capacity
  53. 53. Reason 10: Listen & Respond to Complaints
  54. 54. Reason 10: Listen & Respond to Complaints
  55. 55. Reason 10: Listen & Respond to Complaints
  56. 56. Reason 10: Listen & Respond to Complaints
  57. 57. Build relationships Flatten organizations Collaborate Improve culture Learn from anyone Openly reflect Tell powerful stories Drive change and LEAD! Listen & respond to complaints Let’s Recap
  58. 58. Write Yourself a Postcard ! We will mail to you in a month What do you want to remember about this session? What can you do tomorrow?
  59. 59. Thank you! Christina Krause Kevin Smith ckrause@bcpsqc.ca ksmith@bcpsqc.ca @ck4q @kevin4quality www.bcpsqc.ca @BCPSQC @BCQualityForum #QF16

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