Today's health care consumer is no longer a passive recipient of health care. They are taking more ownership for their care. They are exhibiting the 8 COMsumer habits of today's consumer.

1. The Health Care!
!
m!
Consumer!
!
Driving change in Health Care!
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2. Finding The Patient Voice
! A patient movement is happening.!
! Patients are finding their voice and
are driving conversations.!
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3. Enabled Patients and Consumers
! The social web has enabled patients
and health care consumers to connect. !
! They are gaining exceptional reach
and amplification.!
! They are driving change.
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4. Today’s Health Care Consumer also
have COMsumer habits
! .Com savvy! ! Compare!
! Comprehend! ! Compose!
! Communicate! ! Command!
! Community-Driven! ! Commit!
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5. They are dot COM savvy
! Today’s health care consumer is dot com savvy.
! 8 of 10 internet users search for health
information online.!
! Half of internet users (48%) who go online for health
information search on behalf of another person.!
! The internet has also enabled ways for patients to
find and help each other.
! Social networks, blogs, online communities, and
other tools allow people to share and respond
immediately to people’s health care questions
and needs.
Source: Pew Research Center
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6. They want to comprehend
! Health care consumers are no longer a
passive recipient when it comes to
managing their health.!
! Understanding their health, or disease
condition, is very important to them.!
! There is an increased ownership in
managing their care.!
! They want to understand both the
information and treatment “being
served”.
! Health care consumers and advocates are
driving for increased partnerships with
patients; striving for an increased
understanding of the patient experience
and associated medical information.
Source: Walking Gallery by Regina Holliday
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7. Want Communication
! Health care consumers are “hungry” for
straight talk, layman’s terms, about their
health condition and treatment options.!
! They are seeking clarity and support.!
! A key component of communication is
listening; this is true for all parties involved.!
! Many patients and caregivers have taken
to blogging.
Communication, between
! Many patient bloggers1 feel they have a consumers, practitioners and
story to tell. leaders, is key for the
appropriate change to occur
going forward.!
1. Patient Panel Medicine 2.0 Congress 2012
!
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8. They are Community Driven
! Symplur2 has collected health ! The trend is growing
conversations on Twitter to the sum of
! Patient communities are growing!
150+ million health tweets over the
past 2 years.
! Today in addition to the advice of
healthcare practitioners, patients also
! Twitter health care communities, such
seek advice from both their on-
as Health Care Social Media
and off-line networks for managing
[#hcsm,#hcsmca, #hcsmeu], have
their care.
developed high profile communities
on the social web.!
! One-third of U.S. consumers3 are
using YouTube, Facebook and
Twitter to find medical information,
research and share their symptoms. Source: 2.Symplur: The Rise of Patient Communities on
Twitter, 2012
They also offer opinions about doctors,
Source:3.Searcheghinewatch.com Miranda Miller, 2012, 33% of
treatments, drugs and health plans. ! U.S. Consumers Use Social Media for Health Care Info [Survey]
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9. They Compare
! Health care consumers want options so
that they can conduct their own
comparative analysis.!
! Google health-related searches are on
the rise: (Nov2012)!
! Health care consumers are comparing
treatments.
! Health care consumers are comparing
practices. Rise Of The Patient Talk Radio show
! Health care consumers are comparing revealed that caregivers and patients
manufacturers and their processes.! are avid students when it comes to
their health care condition. They
! Health care consumers share their become well versed in their condition
findings with their network.! and will go across borders to seek
quality information, treatment and
care.!
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10. They Compose
! Health care consumers can be extremely creative
and resilient in finding options for their treatment
and managing their care. !
! After being diagnosed with terminal kidney cancer, E-
Patient Dave found a treatment option when he
joined the online community ACOR [Association
of Cancer Online Resources].
! E-Patient Dave also provided other software
options to better communicate his condition.
! PatientsLikeMe, a patient social network, is a hub for
patient collaboration and creativity.
! The recently launched patient-centered outcomes
research institute (PCORI), encourages health care
consumers to be part of designing, reviewing and
participating in patient-centered research.
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11. They Command
! Many patients and caregivers have formed vibrant
networks and have partnered with leaders in health
care to drive change.!
! Regina Holliday is one of 12 women that have been
cited as powerful voices in healthcare innovation.
Regina is striving for increased patient partnerships when
developing new health care policies and innovations.!
! Dr. Vicki Whiting is an award winning author for her
book “In Pain We Trust”. Dr. Vicki Whiting is an
advocate for increased partnering and listening for all
those involved in health care management.!
! E-Patient Dave is the opening speaker for countless Health care consumers are
medical and health care conferences; an advocate for organizing, rising and commanding
change in health care.!
access to medical information and partnering.
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12. They Commit
! Engaged health care consumers are very
passionate stakeholders.
! Health care consumers form sincere and
meaningful partnerships.
! They form bonds with others who have similar
interests, values, open to learning and problem
solving.!
! Health care consumers are often very
committed to their network, committed to
helping others and committed to those who
can also support or drive improved health
care management.
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13. Change is happening
……and Health care COMsumers are not in the back seat
A new type of leadership is emerging.
A new way of partnering and
collaboration has emerged.
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14. Credits and References!
1. Social life of Health Information Images on Flickr!
[2011], Pew Internet, Susannah
Fox! 1. Walking Gallery by Regina
2. US Consumers Use Social Holliday!
Media For Health Care Info
Survey, [2012] Miranda Miller! 2. Crane by CarbonNYC!
3. These 12 women are powerful
voices both in healthcare and
on Twitter. [2012]!
4. Health Related searches are on
the rise 4 of 5 web users look
for Health info online!
5. The Rise Of Patient
Communities on Twitter, Symplur!
!
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15. About Shirley Williams.!
Shirley Williams has had a dynamic and assertive
management career that has led to a reputation
of a visionary, result-driven and passionate leader
with excellent strategic implementation and
motivational abilities.!
Shirley has had 20+ years in the Pharmaceuticals,
Healthcare and Information Technology. Shirley is
the principal consultant and owner at William Pearl
and Social Media Pearls. Shirley consults in
strategy, business transformation, team
development and social media. Shirley also has
her own Talk Radio Show on Social Business
Environment and Healthcare. !
!
Thank You
www.socialmediapearls.com
Follow Me
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