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Social media compliance reminders

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Social media compliance reminders

  1. 1. HOW  TO:   USE  SOCIAL  MEDIA  FOR   PATIENT  PROGRAM  THERAPY   COMPLIANCE  REMINDERS   6  Jan  2010   Corey  Rawdon  
  2. 2. Who  is  the  social  paJent?     Typical  social  consumer  who  also  happens  to  be  a  paJent     Spends  more  Jme  online  consuming  digital,  social  media     Facebook  is  the  number  one  online  desJnaJon*     Top  10  sites  accounted  for  33%  of  all  US  traffic  in  2010,  up  12%  from  2009*     Social  networks;  Google,  Yahoo  and  Bing  search,  mail  properJes;  YouTube     Highly  influenced  online     >50%  more  likely  to  buy  a]er  becoming  a  fan/follower*     >60%  more  likely  to  recommend  a]er  becoming  a  fan/follower*     Not  just  young  males     17.5MM  acJve  seniors  engaged  in  2009,  55%  increase  from  2004    People  are  spending  more  Jme  online  than  before   with  an  ever  increasing  interest  in  social  sites;   including  the  social  paJent!   • hfp://www.hitwise.com/us/press-­‐center/press-­‐releases/facebook-­‐was-­‐the-­‐top-­‐search-­‐term-­‐in-­‐2010-­‐for-­‐sec/   • Nielsen  Company  RaJngs  
  3. 3. Drug  therapy  programs     Keep  paJents  on  therapy     Reduces  healthcare  costs     Improves  paJents’  lives     Ensures  drug  compliance     Typical  acJvity-­‐based  planning     Follow-­‐up  with  paJent  post-­‐dosing,  drug  re-­‐orders,   reimbursement  validaJon,  dosing  reminders     TradiJonal  communicaJon  strategy     Telephone  calls  and  standard  mail     AcJvity-­‐based  manual  planning  inside  a  customer   relaJonship  management  system  
  4. 4. Why  we  need  to  become  social     The  social  paJent  is  social     Therapy  compliance  reminders  cannot  work  if  the  message  is   not  received     Compliance  reminders  are  very  important  to  paJent  therapy  success     Voice/telephone  is  secondary  mode  of  communicaJon     Facebook,  twifer,  email  and  blogs  are  the  new  standards  of  media   consumpJon  for  social  paJents     Want  proof?    How  do  you  want  to  be  contacted?  Via  a  telephone  call  or   instead  with  a  tweet,  facebook  message  or  email?  
  5. 5. How  to  deliver  compliance  reminders  via  social  media     Assumes  Salesforce.com  is  the  customer  relaJonship  management   so]ware     Hub  and  spoke  model     Hub:  Salesforce.com  orgs  containing  paJent  data  including  program  details     Spokes:  Facebook  applicaJon,  Twifer  account,  Facebook  page,  iPhone   applicaJon,  Android  applicaJon,  mobile  sites     Social  paJent  opts  in  and  chooses  social  network(s)  for  message  delivery     Facebook  applicaJon  messaging     Facebook  private  message     Twifer  direct  message     iPhone,  Android  push  noJficaJon     Even  email!     Reminder  delivered  via  SFDC  content  deliveries  uJlizing  social  channels     URL  messaging  and  secure  content  delivery     Content  metrics  for  views  and  downloads  
  6. 6. What  about  HIPAA  and  adverse  event  reporJng?     HIPAA  always  applies     Always  protect  and  secure  paJent  ePHI     Think  logically  and  move  social  interacJons  into  personal   interacJons     You  would  not  publish  paJent  data  without  their  prior  consent  in   tradiJonal  media;  social  media  is  no  different     Adverse  events  always  need  to  be  reported     Social  paJents  who  report  adverse  events  related  to  drug   therapy  should  always  be  encouraged  to  contact  their   healthcare  provider  directly  to  report  the  adverse  event   and  receive  recommendaJons  on  next  steps  
  7. 7. Disclaimer  and  contact     Content  is  my  own  unless  specifically  declared  and   you  should  always  consult  with  your  team  of   professionals  before  implemenJng  the  ideas   outlined  in  this  desk  or  any  other  idea/plan  in  your   own  organizaJon     The  content  outlined  here  is  merely  a  strategic   idea  outline  and  is  not  meant  to  be  a  full   implementaJon  plan  for  insJtuJng  this  program  at   your  company     Web:  www.coreyrawdon.com  

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