Crash Course in Leveraging Social Media for Health Care...

Crash Course in Leveraging Social Media for Health Care

Improvement

Christina Krause, British Columbia Patient Safety & Quality Council @ck4q Kevin Smith, British Columbia Patient Safety & Quality Council @Kevin4Quality

Jo-Inge Myhre, MD, F2 in Family Medicine University of Oslo Medical School @joinge_

Before we get started …

Share what you are learning, ask questions

or chat with others on Twitter!

#qfM8

#quality2015

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Impromptu Networking

Two minutes per person in pairs

Speak with 3 people you don’t know

Ask 2 questions:

- What are you passionate about in your work?

- How do you think social media can help you in your role?

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BCPSQC Vision

A sustainable health care system built on a foundation of quality.

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Our Mission

Provide system-wide leadership through collaboration with patients, the public and those working within the health system in a relentless pursuit of quality.

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Why Does the BCPSQC Use Social Media?

1. Support efforts to improve quality of care

2. Build social movement thinking into quality

3. Engage at a wide scale

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What is Social Media Anyway?

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What is Social Media Anyway?

• Ways to communicate with multiple people

• Ways to share info, resources, campaigns, etc.

• Ways to make your life easier

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And Here’s Where it Gets Exciting

Two key elements:

1. Interactivity

2. Communities

Source: thecdm.ca#qfM8 | #quality2015

And Here’s Where it Gets Exciting

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Examples?

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Examples!

Thanks: danbowyer.me#qfM8 | #quality2015

Pew Internet

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Pew Internet

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Adapted from Josh Bernoff's POST (2007)

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Digital Strategy

Adapted from: Josh Bernoff#qfM8 | #quality2015

BCPSQC Journey…

Communications & engagement to …

1. Support efforts to improve quality of care

2. Build social movement thinking into quality

3. Engage at a wide scale – strong ties/weak ties

Through …

Engagement | Storytelling | Digital Strategy

#qfM8 | #quality2015

Social Media Guidelines

Typically include:

- Information about the context and benefits of using social media.

- What to be aware of and a bit about the process to follow in using social media.

- Principles to guide the use of social media tools in your professional capacity.

- Useful links.

#qfM8 | #quality2015

Social Media Guidelines

Typically include:

- Information about the context and benefits of using social media.

- What to be aware of and a bit about the process to follow in using social media.

- Principles to guide the use of social media tools in your professional capacity.

- Useful links.

- CONSULT BOTH YOUR ORGANIZATIONAL & PROFESSIONAL GUIDELINES

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TRIZ

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TRIZ – First Step

In groups, make a list of “to do’s” in answer to your assigned question on a flip chart.

There is no wrong answer – GO WILD!

5 minutes

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Questions

1. How can we ensure privacy is breached on social media tools such as Twitter/Facebook?

2. How do we make sure no one is on Twitter?

3. How can ensure NO dialogue, learning or sharing occurs online?

4. What could we do to ensure we do NOT succeed in using social media as a health care improvement tool?

#qfM8 | #quality2015

TRIZ – Second Step

Go down the list and ask:

“Is there anything on this list that we currently practice, even remotely?”

— Cross out the ones that we aren’t doing EVER— Circle the ones that resemble something we

aren’t currently doing

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TRIZ – Third Step

Take one item at a time and ask:— How am I and how are we going to stop it? — What would be the first move? — What could I personally commit to stopping right now. — What could we do in the next few days? Next week? — Do we need leadership help? Organizational support?”

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A little more on privacy …

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So what do you think?

• Privacy violation?

• Benefit of starting conversation to raise awareness of polypharmacy?

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Let’s Get to the Fun Stuff

What will the following media have in common?

• Free or cheap

• Communities and interaction

• Share info, resources, campaigns, etc.

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Videos as Teaching Tools

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Videos as Teaching Tools

Doc Mike Evans

The IHI

You

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#smIHI | @ck4q | @ajay4quality

Email Newsletters for Networks

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• Email client

• Open rate

• Click rate

• Time of day

• Day of week

• Subject line

• Engaging the subscribers

• Number of calls to action in the email

• Growth of the subscriber base

• Frequency of newsletters

• Content

• Subscriber & field analysis

• Segmentation

• Top forwarders strategy (champions)

• Template & format

• Measuring End Outcomes

Things we consider when sending emails:

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#smIHI | @ck4q | @ajay4quality

Email Newsletters

• # 1

• Looks good

• Admin & data taken care of

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SlideShare for Hosting Presentations

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SlideShare for Hosting Presentations

• Upload and store in one place

• Easy to share (esp. large files)

• Great search engine results

• Doesn’t have to be a PPT#qfM8 | #quality2015

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Flickr for Engagement

• Photos are very engaging

• Display them nicely

• Easy to share

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Flickr for Engagement

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#smIHI | @ck4q | @ajay4quality

Speaking of Images

• 1 in every 20 searches on Google is about health info

• Google + Mayo Clinic =

Thanks: Med City News

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Unique opportunity to:

1. Engage with colleagues (strong & weak tie)

2. Disseminate ‘calls to action’ to large audiences

3. Increase awareness of issues

4. Build and strengthen communities

5. Promote learning from events

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Trusted voice on health quality

Support the work of our partners

Empower staff and those interested to use Twitter to grow interest and involvement in the health quality agenda

BCPSQC Approach

#qfM8 | #quality2015

@BCPSQC

@BCSQAN

@BCSepsis

@CLeARBC

@BCQualityForum

The

Co

nve

rsat

ion

Organization

Initiatives

Our Strategy on Twitter ( T H E J O U R N E Y S O F A R )

Staff

T W I T T E R S T R AT E G Y

@ck4q @sharimck @BR4Quality

@Kevin4Quality @space4quality @Meher4Q

@CHochfilzer @crecsky @KimberMcKinley

1. Follow organizations/individuals that align with our work

Helps build followers (~ 15-25% of those you follow, follow you back)

2. Engage with those who interact with us

RTing our partners, thanking for RTs, #FF

Active dialogue on relevant topics

BCPSQC Strategy

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3. Disseminate content in a way that is fresh and engaging

– Live tweet from events

– Keeping tweets short and witty

– Provide links to Council and partner events, documents or interesting information

BCPSQC Strategy

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So What Happened?

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And How’d it Grow?

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#smIHI | @ck4q | @ajay4quality

Twitter: Disseminate Calls to Action

Thanks: UBC via @robynsussel

• Campaign has been recognized throughout the NHS and around the world.

• Over a recent one-year period: 75 million impressions.

#qfM8 | #quality2015

#smIHI | @ck4q | @ajay4quality

Twitter: Spread Learning from Events

• Live-tweeting: #quality2015 #qfm8

• Sharing links to presentation files

• Follow ongoing developments, resources, etc.

#qfM8 | #quality2015

#smIHI | @ck4q | @ajay4quality

Twitter: Learn From and About Others

#qfM8 | #quality2015

#smIHI | @ck4q | @ajay4quality

Twitter: Distribute/Find Info & Resources

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#smIHI | @ck4q | @ajay4quality

Facebook: for Engagement & Networks

• Connect with the public

• Create public or private groups

#qfM8 | #quality2015

#smIHI | @ck4q | @ajay4quality

#smIHI | @ck4q | @ajay4quality

#smIHI | @ck4q | @ajay4quality

#smIHI | @ck4q | @ajay4quality

LinkedIn: for Engagement & Networks

#smIHI | @ck4q | @ajay4quality

#smIHI | @ck4q | @ajay4quality

Infographics: Make Data Digestible

• Make the complex plain

• Make the boring pretty

#qfM8 | #quality2015

#smIHI | @ck4q | @ajay4quality

Infographics: Make Data Digestible

Thanks: healthtransformation.ca; CMA#qfM8 | #quality2015

#smIHI | @ck4q | @ajay4quality

Infographics: Make Data Digestible

Thanks: CDC.gov#qfM8 | #quality2015

#smIHI | @ck4q | @ajay4quality

Infographics: Make Data Digestible

• Check out visual.ly

• Try your own at infogr.am

#qfM8 | #quality2015

#smIHI | @ck4q | @ajay4quality

Pinterest: Curate Resources

• Pinterest > Twitter + LinkedIn + Reddit*

• Remember the power of photos?

• Education and engagement

Thanks: * Marie Ennis-O'Connor#qfM8 | #quality2015

#smIHI | @ck4q | @ajay4quality

Pinterest: Curate Resources

#smIHI | @ck4q | @ajay4quality

#smIHI | @ck4q | @ajay4quality

#smIHI | @ck4q | @ajay4quality

Podcasts: for Learning

• IHI has one, named…WIHI

• So does The Commonwealth Fund

• The BBC did a series with Atul Gawande

• Feeling ambitous? Try PodBean or Audacity#qfM8 | #quality2015

#smIHI | @ck4q | @ajay4quality

Podcasts: Serial

• 12 episodes, 76 million downloads1

• 44,000 members of subreddit forum2

• Most successful podcast of all time2

• The power of storytelling

Thanks: 1 USA Today; 2 DigiDay.com #qfM8 | #quality2015

#smIHI | @ck4q | @ajay4quality

Podcasts: Serial

Thanks: SocialMediaToday.com#qfM8 | #quality2015

Not So Overwhelming Anymore? (Gulp)

Thanks: danbowyer.me#qfM8 | #quality2015

Power Distance Index

#qfM8 | #quality2015

A high power distance score accepts a hierarchical order in which everyone has a place that needs no further justification.

The higher the power distance in a culture, the less likely those in subordinate roles will question the actions or directions of individuals in authority.

Geert Hofstede’s Power Distance Index

www.Clearlycultural.com#qfM8 | #quality2015

High Power Distance Index Cultures

• Authority and demonstrate rank.

• Subordinates expect clear guidance from above.

• Subordinates are expected to take the blame for

things going wrong (Collateral damage).

• The relationship between boss and subordinate

is rarely close or personal.

• Class divisions within society are accepted.

Ron Collins, 2014#qfM8 | #quality2015

Can hierarchy cause plane crashes?

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Power Distance Index

Canada = 39 Norway = 31

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Questions to ask yourself …

• Are you aware of how others react to you?

• Do they start or stop talking when you enter the room?

• Do you feel you can not talk to higher levels in the organization without permission.

• Does your organization encourage the use of titles and position

#qfM8 | #quality2015

What do you see in a high power distance index?

Geert Hofstedehttp://geert-hofstede.com

• Senior-level people get no information

• Senior leaders perceive that everything is going well

• Junior-level people do not bring ideas forward.

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Leger For:bedring (Doctorsfor:Improvement)

• London 2013

• Tweetup

• ”We need to create a forum for doctors and medical students interested in improvement”

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• Virtual communication: Facebook page, Twitter, Pinterest

• A meeting held spring 2014 – 23 people from different areas of medicine

• ”We need an informal and independent forum to discuss practical issues related to QI&PS”

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Question we asked ourselves

• People are busy, how do we get them to commit?

• Do we want to/have to formalize a networklike this in order to make it sustainable?

• Do we need an end product?

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https://pixelearning.wordpress.com#qfM8 | #quality2015

Objective:

• To increase the adoption and

compliance of sepsis protocols

Plan:• Every five protocols = 1 life

saved*

• Across BC: 750 patients treated = 150 Lives saved in 150 days!

• Encourage best practice and teamwork

*For cases of severe sepsis and septic shock

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What were your ah-ha moments?

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Thank you!

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