Mind the Gap: Social Media (SM) Strategy & Relationship Building for Health System Improvements. Paul Gallant CHE. BCPSQC Quality Forum, Vancouver, Canada
Presented at British Columbia Patient Safety and Quality Council 2012. Social Media Camp by Paul Gallant, Certified Health Executive, Mentor, Health Leader and Consultant, CHE, PhD(c), MHK.
Principal, Gallant HealthWorks
www.GallantHealthWorks.com
slides moved to my main slideshare account. Other link still works also.
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Mind the Gap: Social Media (SM) Strategy & Relationship Building for Health System Improvements. Paul Gallant CHE. BCPSQC Quality Forum, Vancouver, Canada
1. Social Media (SM) Strategy
& Relationship Building for
Health System Improvements
March 7, 2012
BC Patient Safety Quality Council
Paul W. Gallant, CHE, PhD(c), MHK, BRec (TR)
Certified Health Executive & Principal, Gallant HealthWorks
Website: www.GallantHealthWorks.com
Twitter: @HealthWorksBC
Hashtags: #CdnHealth #BCHC #HCSMCA #CCHLeaders #s4pm
2. Overview
Context: About you and about me
The GAP: Health care “Vs.” SM
Examples of relationship & strategy
explored
Survey & Poll results
Lessons learned
Resources
Questions
3. About Me/We: “Engaging Stakeholders in Health”
25 yrs health care, leadership & educating experience
Consultant, Conduit, Educator, Researcher, Mentor
Elected Exec. Member BC Lower Mainland Chapter
Canadian College of Health Leaders (CCHL) #CCHLeaders
Relationship builder
Person-Patient-Family-Provider Centred Strategy
Leader in North American Leadership Action Series Person-
Centred Health (2009-2010)
Policy & SM advisor to numerous associations
#CdnHealth Daily Publisher, Linkedin Founder of 3 Groups
Health Care Management Educator
Gallant HealthWorks, Principal
4. My Passion: Knowledge Translation &
Health Equity: UBC Dialogues 2012: Body
Image Is Fat All in Our Heads. Podcast available UBC
4
6. From Global National TV16:9 to YouTube: Translating
Knowledge About Males with Eating Disorders
http://www.youtube.com/watch?v=ctlGqM0ekOY
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7. Health Values Social Media Values
Risk averse Risk taking
Information from authoritative Network Reputation
sources
Privacy and security regulated Anyone can publish anything
Data tightly controlled Information freely distributed
Tight intellectual property Use licenses with few restrictions
Social Media is “Disruptive”
Edward Bennett. Director ,Web / Communications Technologies
University of Maryland Medical System
8. Health Care & Social Media
“There is currently widespread
discussion among health care
professionals, academics,
social media observers and the
public about how social media can
and should be used in health care.” CMA 2011
8
9. Evidence SM/Health
“The evidence base is currently lacking
on whether the use of social media can
improve patient outcomes. (However,
numerous research studies are showing
that social media tools and resources are
being used to provide patients with
health information and attempt to
change health-related behaviours.” CMA 2011
9
11. 2012 Physician Survey - CMA
Drs. who used mobile devices: 86% used for
both personal & professional reasons
Almost all used Google to look for info. for
professional needs
43% participated in an online forum to
discuss medical/health care topic.
80% agreed that SM "poses professional &
legal risks to physicians”
51% think SM can increase public
knowledge about medical issues
11
12. Example of Shifting Federal/Provincial
Health Care Funding
Recent/Present
1977-1997 (Approx)
Provincial
Federal Territorial
50% 50%
13. What do you think are several
of the biggest challenges to
the health system in BC?
14. The biggest challenges
aging population
growing need to provide care to frail seniors
rising burden of illness from chronic diseases,
mental illness and cancer
advances in technology and drugs (pharmaceuticals)
driving new costly procedures and treatments
need to maintain and improve the health system’s
buildings and equipment.
15. Triple Aim: Institute for Health Care
Improvement IHI/USA & BC Health
Care: Best Care for the Whole
Population at the Best Cost
15
16. Strategy
Where am I or where are we now?
Where do we want to be?
How do we get there?
How do we know when we are there?
How do we know an improvement is
an improvement or that a change is a
change?
19. 7C’s: Principles for Transformational
Change in Health Care
1.Clear direction: Focus on a long term vision within a
whole systems context
2.Communicate: direct and relentless
3.Care: Champion the caring aspect of healthcare
4.Change readiness: Assess change readiness of
organization(s) & individuals
5.Community: Use a Community Engagement approach
6.Culture: Address culture
7.Construct: Ensure a sufficient structural framework exists
Researched by: Paul Gallant, Geoff Rowlands,
Graham Dickson & Marilynn Kendall.
Published HCLABC September 2010
19
21. Examples Relationship Strategies:
Linkedin Groups
Create a pan-world online network for
person-centred health
Create a network for BC and Canadian
health leaders and consultants to build
relationships
Increase KT/dissemination of health info.
Have polling/survey pool to bounce ideas
off of and inform decisions
26. Gender/Age
GHWA/@HealthWorksBC Survey Results
Response Chart Percentag Count
e
Male 44% 23
Female 56% 29
Total Responses 52
Response Chart Percentage Count
Under 18 0% 0
18-24 3% 1
25-34 23% 9
35-44 21% 8
45-54 28% 11
55-64 21% 8
65 or Above 5% 2
Prefer Not to Answer 0% 0
Total Responses 39
27. I use social media at WORK or FOR MY
WORK related activities:
GHWA/@HealthWorksBC Survey Results
Response Chart Percentag Count
e
Never 19% 10
Less than 1x a week 8% 4
1-2 times a week 9% 5
3-4 times a week 15% 8
5-7 times a week 9% 5
8+ times a week/More 40% 21
than 1x daily
Total Responses 53
28. My work would best be described as:
Response Chart Percentage Count
GHWA/@HealthWorksBC Survey Results
Not Employed 4% 2
Working in Health Care 38% 20
(Leadership)
Working in Health Care 33% 17
(Non-Leadership)
Working in a Non-Health 2% 1
Care Field
Student 6% 3
other 17% 9
Total Responses 52
GHWA/@HealthWorksBC Survey Results
29. Advice to improve the quality of health
care delivered
Leverage existing on-line communities where possible
Build bridges and not divides. Meet health leaders/policy
makers part-way & understand their world
Let everyone rate any healthcare provider
Consider SM as new communication tools & use appropriately
Use it to engage with & create positive health care
experiences for all British Columbians.
Treat it like another communications channel (i.e. same
process for approvals, uses etc.)
Use narrative reporting, it's easier for community members to
understand high level changes/decision making
29
GHWA/@HealthWorksBC Survey Results
30. Advice Cont’d
Doctors should have a page of their own.
Get physicians onboard
Advice to health care pros: learn Twitter & discipline
yourself to 30 mins a day. To health care orgs: develop a
SM strategy and use it
Encourage staff to use their devices in a professional
manner when caring for patients and in view of health
care users
Older leaders in the field need to not only embrace but be
open-minded and learn how useful social media can be in
the work place
Link its goals with corporate strategy.
GHWA/@HealthWorksBC Survey Results 30
31. Advice Cont’d
Organizations need to work it into work plans,
evaluations, outcomes etc. & not just have it as an
'extra’
Listen to the frontline staff they have the best ideas
Let's think about how we can better help our
colleagues and learn through each other's mistakes.
Don't rely on it, it really isn't as pervasive as we all
seem to think.
GHWA/@HealthWorksBC Survey Results 31
32. There’s a large gap between those who promote
social media's use & the health care sector's
willingness to adopt social media to improve the
quality of health care.
Response Chart Percentage Count
Gallant HealthWorks Twitter: @HealthWorksBC Survey Results
Agree Strongly 38% 20
Agree Somewhat 48% 25
Disagree Somewhat 8% 4
Disagree Strongly 0% 0
Unsure 2% 1
Other, please specify: 4% 2
Total Responses 52
Gallant HealthWorks Twitter: @HealthWorksBC Survey Results
33. Lessons Learned
Build relationships not just followers
Set realistic goals
Make strategic choices to manage limited resources
Encourage positive conversation
Adopt low risk tools first
Continue to use tech to manage efficiencies
(HootSuite, TweetDeck, News Digests)
Re-purpose/translate knowledge
Become comfortable with loss of control & help
others do the same
Seek feedback: Include Improvement Cycles: PDSA
Remember SM: it’s a tool not your life! 33