Social Media is rapidly becoming an integral part of our lives. Despite the pervasive nature of the communication channel healthcare remains a technology laggard. This presentation will offer insights to help understand why they should join the community,

1. MasterChef in Healthcare: Integrating
Social Media
April 15, 2015
Nick van Terheyden, MD
@drnic1
http://drnick.vanterheyden.com
DISCLAIMER: The views and opinions expressed in this presentation are those of the author and do not necessarily represent official policy or position of HIMSS.
#HIMSS15
#DrHIT

2. Conflict of Interest
Nick van Terheyden, MD
Salary: Nuance
© HIMSS 2015

3. Learning Objectives
• Discuss Social media in healthcare including how it
can augment clinical practice and patient engagement
• Describe the protocols and language of the social
media environment
• Explain how the different tools and workflows can be
effectively incorporated into the busy clinical setting
• Provide examples of how social media is used and
benefiting physicians, hospitals, clinical practices and
patients
• Demonstrate social media use as part of the active
engagement of the audience at the conference

4. An Introduction to the Benefits
Realized for the Value of Health IT
Satisfaction: Allowing physicians and staff to interact dynamically with patients
improving the intra team and clinician patient communication
The process of improving both the speed and quality of communication has the effect
of raising the provider, staff and patient satisfaction
Treatment/Clinical: Improves the efficiency of communications and that has an
immediate effect on clinical quality and patient safety. Increases the efficiency and
timeliness of communication between staff providers and patients and increases the
time and engagement that providers can spend with their patients
Electronic Information/Data: Contributes to the ability for clinicians to share clinical
data effectively and efficiently with their patients. Population health reporting using
social media as a tracking mechanism that allows researchers and clinicians insight
into the spread of disease
Prevention & Patient Education: Patient education improved distributing information
using methods that patients prefer and are more likely to comply with. Aggregate of
patients into related groups that engage in self-help, and provide support that
improves overall patient education and awareness of their conditions and how to
better manage their own health
Savings: Increased efficiency driven by improved workflow, better patient
management, and keeping patients healthy through engaged interactions. Hospitals
will see improved patient satisfaction scores that are linked to improved healthcare,
but also linked too more accurate documentation and coding of clinical conditions by
virtue of the increased patient engagement.
http://www.himss.org/ValueSuite

5. Polling
• Open the HIMSS App
• Main Menu – Speakers – Search for
“TERH….EYDEN”
• Select my Name – Nick van Terheyden

7. Agenda
• Setting the Stage
– Technology and Social Media in our lives
– Social Media in Other Areas
– Live tweeting in this session
• What is Social Media
– The Basics
– Twitter
– Terms (Hashtags, RT’s DM etc) and Who to follow
– Facebook & LinkedIn
• What to use it for
• What not to Do (Dos and Don’ts)
• Some Examples (Mayo, UMD)

8. Technology has become an
integral part
of our daily lives…

11. 11

13. › Source: Caroline McSwain (http://carolinemcswain.wordpress.com/2010/10/25/the-internet-a-student%E2%80%99s-greatest-asset-or-worst-distraction/)
Talking
on phone
Surfing
the web?
Watching
television
Reading a
magazine
Listening
to music
Texting
a friend

14. What is Social Media?
• Definition
• Platform for interactions where individuals
and organizations can interact, create,
share, obtain and exchange information and
ideas.
• Web-based and mobile technologies used
to turn communication into interactive
dialogue between organizations,
communities, and individuals

15. SURVEY Question
• As a Patient (or Patient Advocate) I use the internet to Access Health
Information
• a) Yes
• b) No

16. Everyone is on Board
• 87% of US
adults use the
internet

17. Patients are coming armed and ready
68% bring a list of questions to visit with physicians
Nearly 40% check online sources in advance
80% consider themselves engaged in managing their health
Respondents were able to choose multiple items.
Source:
http://www.nuance.com/for-healthcare/artofmedicine/index.htm

18. Everyone is on Board
• 77% of US
health seekers
began their
search at a
search engine
• 13% start their
search at a site
that specializes
in health
information,
like WebMD

19. Everyone is on Board
Patients Will Find You
• 3-4% of US
users have
posted a review
of treatment,
hospital or clinic
• 37% of internet
users say they
have rated a
product, service,
or person online
before

20. Social Media Used Everywhere

21. 21

23. Twitter Activity for HIMSS 2015

25. What is Social Media

26. What is Social Media?
• It’s a conversation, not a lecture
• It’s an extension of everyday interaction
• It’s group driven, not top-down
• It’s messy, disorganized & hard to control
• It’s a tool, not an end-point
• But most of all…

27. What this Session Will Cover

28. 28

29. SURVEY Question
• Do you have a Twitter Account and if so How Often do you Tweet
• a) I tweet several times per day
• b) I tweet once per day
• c) I tweet once per week
• d) I tweet sporadically
• e) I don’t have or don’t use a Twitter Account

30. •Go to Twitter.com
•“Join the Conversation”
•Fill out Basic Information
•See if your friends are on
Twitter
•Twitter Suggestions
•Set up a Profile – One
Line Bio
Twitter Social Experiment:
Follow @ManorRdGoods

31. What to Tweet?
• What you have read that you want to share with others
• When and where you are speaking
• Something you post on your blog
• A link to a Web site that you find interesting
• Listen to conversations happening online using keywords (hashtags,
lists and searches) – learn from your colleagues, friends and patients
• Befriend people – and then earn their trust by solve problems,
answering queries, helping and providing useful information
• Share information, valuable content with them
• Questions and Requests for information and help – crowdsourcing
answers
• At a minimum – Lurk, Listen and Learn
31

32. 32
Key Twitter To-dos
• Follow the right people in your industry
• You can mix and match interests
• Tweeting everything you do say and eat  Not cool
• Look at your colleagues, companies and institutions and use them to
help guide you
• Use it to start conversations with people you want to get to know
• Tweeting isn’t a one-time event
• Get to know your followers and the people you follow and their
interests
• Write/speak once, publish many times (blog, Twitter, Email, YouTube)
• Tweet unto others as you would have them Tweet unto you
• Be accurate

33. •What is a Twitter Handle
•The “@” sign
•What is an RT?
•What is an MT?
•What is the “#” all about?
•What is a DM?
•What about Lists
•Follow/Unfollow
•Discover is your Friend

34. How to Get Started
• Who to Follow
• What Hash Tags to Follow
• Tweet Chats
• Use a client TweetChat
• http://www.symplur.com/healthcare-hashtags/tweet-chats/
• And Follow Symplur : @healthhashtags
• And @RiteTag with browser extension
#hcsm (h/c social media)
#HCLDR (healthcare leaders)
#HITsm (health IT social media)
#MedEd (medical education)
#mHealth (mobile health)

35. How to Get Started
• Who to Follow in Patient and Personal Health
• What Hash Tags to Follow
#eolchat (end of life/elder chat)
#BCSM (breast-cancer social media)
#LCSM (lung-cancer social media)
#BTSM (brain tumor social media)
#S4PM (Society for participatory
medicine)

36. Social Media Adoption Curve
education
observation
broadcast
participation
relationship
s
collaboration
1-way → 2-way
take value → add value
social media
experience
mixtmediastrategies.com

37. SURVEY Question
• Do you have a Facebook account and how often do you use it
• a) I check and post to Facebook several times per day
• b) I check and post to Facebook once per day
• c) I check and post to Facebook once per week or just at weekends
• d) I check and post to Facebook sporadically
• e) I don’t have or don’t use a Facebook account

39. Facebook
•You can Mix Personal with
Professional but be Careful
•Facebook is more social
and personal
•No Character limitations

40. – Answers (and asking questions)
– Business Version of Facebook
– It is (or can be) your Business Store Front
– Conversations, posts and Connections
– Lots of features and functionalities including
– Groups, conversations and connections,
links to blogs, pages and even
presentations (Slideshare)
– The LinkedIn URL should be on your
business card and in your email signature

41. How to Use Social Media

42. Best practices
• Foster a culture of openness and listening.
• Trust your staff to be good communicators.
• Train people how to blog, tweet and post.
• Disclose everything upfront.
• Be accurate.
• Make sure you have a solid policy for social
media for staff and yourself
42

43. Building Your Brand
• 61% are likely to trust information from providers posted on
social media
• 45% of consumers said social media sites would impact their
decision to seek a second opinion
• Most consumers remain uneducated about their chronic
condition. All physicians should view social media as a value-
added educational tool – working 24/7/365
• 40% of consumers said social media sites affect how they
cope with their chronic condition
• 41% of consumers said that they would use social media to
select a physician
• Consumers want Services Delivered by (Alternative) Social
Media

44. Some Examples from Healthcare

45. Mayo Clinic – Multiple Properties

46. Mayo Twitter @MayoClinic

47. How the Mayo Clinic uses social media
• Facebook: Multiple Properties with different
but connected Faces building communities
with Patients and Other Media
• Twitter: Word of Mouth in the New Age of
Social Media
• Blogs: News information and Search
Engines
• Youtube: Big resource and heavily trafficked
by patients and clients
• Cross promotion: Linked properties that
cross promote

48. University of Maryland Medical Center

49. University of Maryland Twitter @UMMC

50. Best Practices at other Hospitals
• Community Engagement
• Real-time education
• Referring Physician Outreach
• Coordinated Social Media
Programs
• Customer Service
• Crisis Communications

51. Some Personal Stories

52. The Benefits of Collaboration
• The Walking Gallery #WalkingGallery @ReginaHolliday
@Motorcycle_guy @Farzad_MD @drnic1

53. The Benefits of Collaboration
• Meetings, friends and Connections

54. What NOT to DO

55. JAMA 2012 Report
• 60% of US Medical schools reported
incidents of students posting unprofessional
online content
• 13% reported violations of patient
confidentiality
• 52% reported student use of profanity
• 48% reported frankly discriminatory
language
• 39% reported depiction of intoxication
• 28% reported sexually suggestive material
JAMA. 2009;302(12):1309-1315. doi:10.1001/jama.2009.1387.

56. The Director of Communications

57. Connor Riley – Fired Before Hired

58. The New York Nurse

59. Simple Policy (courtesy of Mayo)
The 12-word Social Media Policy from the Mayo Clinic
Don’t Lie
Don’t Pry
Don’t Cheat
Can’t Delete
Don’t Steal
Don’t Reveal
http://network.socialmedia.mayoclinic.org/discussion/a-12-word-social-media-policy/

60. Summary

61. Social Media is Not Going Away

62. Healthcare Social Media – Summary
•The Impact of Social Media is Growing
in Healthcare
•In 2005 only 5% of all adults used
social media, by 2011 it was 50% and
today it is in excess of 70%.
Healthcare has been slower than most
industries to adopt social media, but
PWC estimates that 1 in 3 adults use
healthcare social media sites – and it
continues to increase.

63. Healthcare Social Media – Summary
•Social Media for Physicians is a Game
Changer
•Social media, when effective, will
establish a physician’s brand and
connect him/her with those in need of
their services
•With increased deductibles, more
consumers will “shop” using social
media sites.

64. Healthcare Social Media – Summary
•Social Media will Expand the
Physician’s Role with Patients
•Social media is shaping patient
encounters with physicians and that
impact is expected to increase
significantly
•Extending the patient experience will
foster existing patient relationships
and improve patient outcomes,
especially for long-term chronic
conditions.

65. Summary
The biggest risk of social media in
health care is not using it at all
Social Media Ladder

66. SURVEY Question
• After listening to this presentation I will be
looking/using/interacting/participating more in social media for work:
• a) I am already fully engaged
• b) Very Likely
• c) Somewhat unlikely
• d) Highly unlikely
• e) Unsure

67. An Introduction to the Benefits
Realized for the Value of Health IT
Satisfaction: Allowing physicians and staff to interact dynamically with patients
improving the intra team and clinician patient communication
The process of improving both the speed and quality of communication has the effect
of raising the provider, staff and patient satisfaction
Treatment/Clinical: Improves the efficiency of communications and that has an
immediate effect on clinical quality and patient safety. Increases the efficiency and
timeliness of communication between staff providers and patients and increases the
time and engagement that providers can spend with their patients
Electronic Information/Data: Contributes to the ability for clinicians to share clinical
data effectively and efficiently with their patients. Population health reporting using
social media as a tracking mechanism that allows researchers and clinicians insight
into the spread of disease
Prevention & Patient Education: Patient education improved distributing information
using methods that patients prefer and are more likely to comply with. Aggregate of
patients into related groups that engage in self-help, and provide support that
improves overall patient education and awareness of their conditions and how to
better manage their own health
Savings: Increased efficiency driven by improved workflow, better patient
management, and keeping patients healthy through engaged interactions. Hospitals
will see improved patient satisfaction scores that are linked to improved healthcare,
but also linked too more accurate documentation and coding of clinical conditions by
virtue of the increased patient engagement.
http://www.himss.org/ValueSuite

68. Surfs Up

69. Nick van Terheyden, MD CMIO, Nuance Communications
Twitter http://twitter.com/drnic1
LinkedIn http://www.linkedin.com/in/nickvt
Voice of the Doctor http://drvoice.blogspot.com/
My Activity http://DrNick.vanterheyden.com
AboutMe http://about.me/obiwan
FaceBook http://profile.to/drnick
E-Mail drnick@nuance.com, drnic1@gmail.com
GoogleVoice (301) 355-0877
Questions
Where You Can Find Me

70. MasterChef in Healthcare: Integrating
Social Media
April 15, 2015
Nick van Terheyden, MD
@drnic1
DISCLAIMER: The views and opinions expressed in this presentation are those of the author and do not necessarily represent official policy or position of HIMSS.