MasterChef in Healthcare: Integrating Social Media

April 15, 2015

Nick van Terheyden, MD@drnic1

http://drnick.vanterheyden.comDISCLAIMER: 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

Conflict of Interest

Nick van Terheyden, MD

Salary: Nuance

© HIMSS 2015

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

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 communicationThe 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

Polling

• Open the HIMSS App

• Main Menu – Speakers – Search for “TERH….EYDEN”

• Select my Name – Nick van Terheyden

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)

Technology has become anintegral part

of our daily lives…

11

› 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

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

SURVEY Question

• As a Patient (or Patient Advocate) I use the internet to Access Health Information

• a) Yes

• b) No

Everyone is on Board

• 87% of US adults use the internet

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

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

Everyone is on BoardPatients 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

Social Media Used Everywhere

21

Twitter Activity for HIMSS 2015

What is Social Media

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…

What this Session Will Cover

28

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

•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

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

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

•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

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)

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)

Social Media Adoption Curve

education

observation

broadcast

participation

relationship

s

collaboration

1-way → 2-way

take value → add value

social media

experiencemixtmediastrategies.com

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

Facebook

•You can Mix Personal with Professional but be Careful

•Facebook is more social and personal

•No Character limitations

– 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

How to Use Social Media

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

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

Some Examples from Healthcare

Mayo Clinic – Multiple Properties

Mayo Twitter @MayoClinic

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

University of Maryland Medical Center

University of Maryland Twitter @UMMC

Best Practices at other Hospitals

• Community Engagement

• Real-time education

• Referring Physician Outreach

• Coordinated Social Media Programs

• Customer Service

• Crisis Communications

Some Personal Stories

The Benefits of Collaboration

• The Walking Gallery #WalkingGallery @ReginaHolliday

@Motorcycle_guy @Farzad_MD @drnic1

The Benefits of Collaboration• Meetings, friends and Connections

What NOT to DO

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.

The Director of Communications

Connor Riley – Fired Before Hired

The New York Nurse

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 Revealhttp://network.socialmedia.mayoclinic.org/discussion/a-12-word-social-media-policy/

Summary

Social Media is Not Going Away

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.

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.

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.

Summary

The biggest risk of social media in health care is not using it at all

Social Media Ladder

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

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 communicationThe 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

Surfs Up

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

QuestionsWhere You Can Find Me

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.