Social Media Healthcare Overview Current Realities
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Presentation at the American Hospital Association on July 29, 2011
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Social Media Healthcare Overview Current Realities
- 1. Social Media in Healthcare Overview and Current Realities Ed Bennett University of Maryland Medical System American Hospital Association July 29, 2011
- 4. Page  La Primavera by Botticelli
- 7. Why It Matters Facebook is #1 Google drops to #2
- 8. Why It Matters This is like Johns Hopkins dropping to #2
- 9. Â
- 15. “ How Facebook Saved My Son’s life” Source: Slate.com July 13, 2011 http://www.slate.com/id/2297933/
- 16. Health Values Social Media Values Risk averse Risk taking Information from authoritative sources Network Reputation Privacy and security regulated Anyone can publish anything Data tightly controlled Information freely distributed Tight intellectual property Use licenses with few restrictions
- 18. Hospital Social Media Types
- 19. Rapid Growth: YouTube and Twitter
- 21. Customer Service: Emory Emory Healthcare Blog: http://bit.ly/m07r09
- 22. Emory Healthcare Blog: http://bit.ly/m07r09
- 23. Service Recovery: Crouse Hospital July 26, 2011 2:27 pm Patient posts complaint on Twitter about ER wait time. 3:31 pm Patient posts compliment . 2:30 pm Crouse Hospital Staffer gets notification on smart phone, starts response process. 2:45 to 3:15 pm Bob Allen, VP of Communications goes down to the ER, finds the patient and resolves the issue 3:57 pm Crouse closes the loop with patient on Twitter
- 25. Public Relations: Children’s Hospital “ When our nurses are stressed or discouraged they go to our Facebook page and read the 100’s of positive comments from former patients.” - Matt Cyr, Dir. of Patient and Family Communications
- 27. Fundraising: Dozer the Dog
- 33. Edward Bennett Director Web / Communications Technologies University of Maryland Medical System Phone: 410-328-0771 Email: ebennett@umm.edu / ed@ebennett.org Web: umm.edu - ebennett.org Twitter: @edbennett Presentation, Resources and Discussion http://ebennett.org/aha
Editor's Notes
- It’s fundamentally different than traditional one-to-many models. Models that give complete control to the publisher.
- It’s fundamentally different than traditional one-to-many models. Models that give complete control to the publisher.
- It’s fundamentally different than traditional one-to-many models. Models that give complete control to the publisher.
- It’s fundamentally different than traditional one-to-many models. Models that give complete control to the publisher.
- It’s fundamentally different than traditional one-to-many models. Models that give complete control to the publisher.
- Here's are a few of the ways Hospitals are using Social Media right now. (focus on the Patient Ed / Customer Service / Brand monitoring points)
- It’s fundamentally different than traditional one-to-many models. Models that give complete control to the publisher.
- It’s fundamentally different than traditional one-to-many models. Models that give complete control to the publisher.
- It’s fundamentally different than traditional one-to-many models. Models that give complete control to the publisher.