Using digital to engage patients and

providersPat Rich

@pat_healthPresentation to OHA Conference – Dec. 7, 2016

Agenda Why me Digital in health care Hospitals and social media Questions

My life on Twitter

Lakeridge projectEnhancing the PatientExperience at LakeridgeHealth, Oshawa

Final Report of thePatient Experience PanelAugust 2016

Lakeridge project

2016 survey of US hospitals

52% use 3 or more connected health technologies

69% use a mobile-enabled patient portal

33% use SMS texting

Your patients

Your patients II

www.HQOntario.ca

Hospitals and social media

Environmental scan of social media use by hospitals

Literature review of best practices in use of social media in hospitals

Interviews with leading hospital communications practitioners in Canada and the U.S.

Lakeridge project

“For most (hospitals), social media has yet to deliver to its full potential,”

Stewart Gandolf, “Nearly all US hospitals use social media. Now what?” Dec. 2014

“Recognizing the importance of social media is the first step in taking your hospital into the digital world. Understanding the value and the potential of this medium can help leverage your community benefits programs and patient engagement in a way never possible before the advent of the Internet.”

American Hospital Association 2015 Guide

“In Canada in health care we’re at a point where most hospitals accept the role of social media for branding and communication, but only the lead adopters are using it for patient engagement and for clinical use.”

Ann Fuller, former public relations director, CHEO, Healthy Debate, Feb. 2013

And in Canada?

Now more than just pretty pictures

“For the most part, hospitals have figured out that they need to be there communicating with their customers. Some have found out the hard way that you have to have a good social media policy, you have to set up guidelines for people who are doing the posting, you have to train and educate people and you have to hold people accountable.”Christina Thielst – editor of “Applying Social Media Technologies in Healthcare Environments”

Channels for quick response

“It’s not about creating a community and trying to integrate those experts into it. It’s using social media to come up with a new platform for doing what they already do – such as engaging patients. It’s another way of bringing people together,” David Bourne, Sienna Senior Living

Putting patients on every hospital committee can be "patronizing" and not truly engaging – Dr. Robert Howard, CEO, St. Michael’s Hospital

Channels for Engagement

The future is visual

New tools to explore Instagram Snapchat Live Facebook

transmissions SMS Periscope

www.HQOntario.ca

Intelligence Gathering: Patient Engagement and patient relations Clinical Trials and Research Advertising and Fundraising Gaming to change behavior Care Coordination and Facilitation of Patient

Transitions Clinical Trials and Research

(Courtesy of Christina Thielst)

Possible uses for social media

Hospital culture needs to be primed

Proper resourcing needed

Patient confidentiality remains paramount

Social media should form part of broader strategy (ies)

SM and hospitals: Caveats

Professional use of social media by providers still minimal (but many thought leaders)

Social media usually not best way to deal with patient issues/complaints

SM and hospitals: Caveats II

“The way I would like a hospital to use social media is to reach out to people to find out what we want from them if there are going to be changes or something new coming down the pipe – to reach out and engage us before something is going to happen.”

Isabel Jordan, Chair, Rare Disease Foundation

A patient advocate’s last word