1. HOW
TO:
USE
SOCIAL
MEDIA
FOR
PATIENT
PROGRAM
THERAPY
COMPLIANCE
REMINDERS
6
Jan
2010
Corey
Rawdon

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. 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. 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. 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. 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. 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