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  • Hospital Impact - Your patients may depend on social media
    patient population to another hospital because they increased their awareness and built some brand loyalty through social media your hospital may be feeling it in the bottom line If that s not reason enough for you to consider jumping on the social media bandwagon this should the study also found that 44 percent of people are sharing positive experiences with their hospital and 40 percent are sharing negative experiences If your hospital is not participating in social media all these mentions both good and bad are going unnoticed by your hospital More importantly your staff is not able to respond to those posts Why is that important It s all about brand awareness and brand loyalty If someone posts something positive about your organization and someone from the hospital personally thanks them aren t they more likely to think more positively of the hospital knowing their opinion matters The same applies to negative comments A staff member can respond to that person and address the problem cited By doing so the chances are good for that interaction to turn someone with a bad opinion into a loyal supporter for your brand Is this enough to convince you to start using social media If not what is holding you back Nancy Cawley Jean is a senior media relations officer for the Lifespan health system in Rhode Island managing social media for five hospitals and a women s medicine practice Leave a comment Please enable JavaScript to view the comments powered by Disqus Enter your search terms Submit search form Web www hospitalimpact org Get Hospital Impact in your inbox Healthcare Industry news Final Obama budget takes aim at opioid addiction superbugs Zika outbreak White House seeks 1 8B to respond to virus More hospitals replace nurseries with rooming in with moms

    Original URL path: http://www.hospitalimpact.org/index.php/2013/01/16/your_patient_volume_may_depend_on_social (2016-02-10)
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  • Hospital Impact - How hospitals are using social media
    study some things pop out at you First most hospitals surveyed are using links or photos in their Facebook posts Why The infographic nicely shows that photos get the most engagement followed by links With that information it s easy to realize that focusing on images and links for your Facebook page should be a priority Topics jump all over the board ranging from information to events from news to personal stories But when you look at engagement personal stories clearly generate the most fan engagement I can attest to this from my own experience If you share a hot news topic with a link you ll get a few likes and maybe a few comments Then share a photo of a child who has recovered at your hospital and post his mom s story and watch the number of thumbs up rise and read the amazing comments that come in Why Because it becomes personal Because it tugs at the heart strings Because suddenly people can relate to this They know the family or have a child the same age or their children go to school together Whatever the reason this is what works in terms of building engagement among your community I ve seen this first hand and nothing is quite so moving as seeing one of these stories and the reaction you get on your page There s another in depth report on the healthcare industry s use of social media which looks at consumers healthcare organizations pharma companies and insurers There s also a helpful infographic based on that report and two great quotes I d like to share The first is Not long ago terms such as liking following tagging and stumbling all had very different meanings But in the era of social media they provide the clues that could lead to higher quality care more loyal customers efficiency and even revenue growth This is the world we live in today If you don t know what those terms mean you need to do some research and go where the conversations are happening The second quote is from Ed Bennett who said If you want to connect with people and be part of their community you need to go where the community is The 75 percent of hospitals that are not in social media need to pay close attention to this So if your hospital is NOT using social media do you plan to launch anytime soon If your hospital IS using social media are you expanding your current use What will you do differently in the coming year Nancy Cawley Jean is a senior media relations officer for the Lifespan health system in Rhode Island managing social media for five hospitals and a women s medicine practice Leave a comment Please enable JavaScript to view the comments powered by Disqus Enter your search terms Submit search form Web www hospitalimpact org Get Hospital Impact in your inbox Healthcare Industry news Final Obama budget takes

    Original URL path: http://www.hospitalimpact.org/index.php/2012/12/11/how_hospitals_are_using_social_media (2016-02-10)
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  • Hospital Impact - Simplifying your healthcare social media life
    of email associated with Twitter but when you re managing multiple accounts I assure you it s a lot easier to scroll through your email Twitter notices to make sure there s nothing you need to respond to right away Some things can wait like thanking people for retweets but when it s a mention of your hospital doing something wrong well that s something you want to address immediately This weekend I received one of those with a patient complaining about a bad blood draw Those are the things you can spot easily through your email on your smartphone anytime anywhere without having to sign into multiple Twitter accounts TweetDeck I cannot say enough how much I love Tweetdeck When you re managing multiple accounts this is the ONLY sane way to do it in my humble opinion I can monitor all mentions and direct messages for all of my accounts schedule tweets set up columns for lists that I follow and do searches for mentions of the hospitals when people don t use the name It s ingenious and it helps me manage my day so much better I know there are plenty of others out there including HootSuite The free version of HootSuite only lets you manage up to five accounts though so that doesn t work for me I m sure it does for many others though and it is a great tool The other great thing about HootSuite is that you also can link your Facebook accounts to it and schedule those posts as well A side note TweetDeck offers this option too but when I did a test scheduling of future Facebook posts it didn t work Maybe it was just me Has anyone else had success with this Facebook Pages App for smartphone I am IN LOVE with this app It makes it so easy to manage all the pages I oversee in one convenient app It s a breeze to monitor new comments and likes it s simple to delete a nasty comment that violates your policy or even hide a post You can easily view and filter posts by others with the touch of your finger You also get a number showing you how many new notifications you have to check on It s my absolute lifesaver on the weekends when I do morning postings from all the accounts and I can quickly and easily monitor all the activity from wherever I am in one handy dandy little app This weekend I also got two complaints from people who were not satisfied with the care they received Those are the kind of posts that need to get a response as soon as possible and thanks to the notifications in my app I was able to do that quickly while on the go this weekend So those are my tips for keeping your sanity while managing social media What are YOUR tips I d love to hear from you Nancy Cawley Jean

    Original URL path: http://www.hospitalimpact.org/index.php/2012/10/23/simplifying_your_healthcare_social_media (2016-02-10)
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  • Hospital Impact
    no response as anticipated Read more Leave a comment Why hospitals need experienced pros to manage social media August 21st 2012 by Nancy Cawley Jean I recently read a post that absolutely horrified me If you saw it you ll know which post I m talking about It was called Why every social media manager should be under 25 If you haven t seen it I encourage you to read it along with the many comments and follow up editorials it received Everyone is entitled to his or her opinion That s what blog posts are To the author s point I understand that people under 25 have grown up with technology and using it is second nature to them That s a given I agree that people under 25 can be and are excellent additions to an organization and its social media efforts When it comes to marketing hospitals through social media however I am going to argue that knowing social media is only one tiny portion of what is required Here s why Read more Leave a comment Make personal connections with social media July 11th 2012 by Nancy Cawley Jean We have a saying in our office There s no such thing as a slow summer I m sure anyone who works in healthcare and hospital marketing and PR would agree On the other hand it seems that in social media engagement drops a bit as people are enjoying summer vacations It s a good time to reflect on things in a lighter more relaxed way and it is what inspired me to write this post It has been barely more than three years since we launched our Facebook Twitter and YouTube accounts to support the marketing efforts for our health system As I look back on it every one of those days has been different It might be meeting new people helping a patient resolve a complaint sending out best wishes to someone whose family member is a patient or simply learning something new in the social media world There also can be some darker days when the thoughtful and well planned posts garner no response or there is a need to ban a user from Facebook due to policy violations Read more Leave a comment Are social media policies crossing NLRB lines June 13th 2012 by Nancy Cawley Jean Many posts have been written about the need for social media policies for staff All companies with a social media program should have policies or guidelines in place There are many good examples of policies you can refer to if you re creating your own like the ones available here at Ed Bennett s blog Found in Cache Hospitals are notoriously known for having a multitude of policies so we take it in stride when we know we need to create another one for social media Policies make us feel comfortable and confident knowing we have guidelines to spell out the proper way to do things

    Original URL path: http://www.hospitalimpact.org/index.php?blog=1&s=nancy%20jean&page=1&disp=posts&paged=5 (2016-02-10)
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  • Hospital Impact - Are mobile apps the key to reducing hospital readmissions?
    the government will track three more conditions with high readmission rates chronic obstructive pulmonary disease COPD coronary artery bypass surgery and coronary angioplasty And more importantly penalties for high readmission rates will increase to 3 percent The good news is that people are willing to use mobile apps and take a more active role in managing their health The Journal of Medical Internet Research published a study of more than 100 heart failure patients in Toronto that showed they were comfortable using mobile apps to manage their condition There are now thousands of medical apps available for the iPhone including the H eartWise Blood Pressure Tracker This app not only helps people track their blood pressure resting heart rate and weight but also offers an export feature that allows people to send their results in a formatted report spreadsheet or as plain text directly to their doctor In January a slew of new mobile health devices were introduced at this year s Consumer Electronics Show Devices included AliveCor s iPhone ECG a wireless case that attaches to the iPhone 4 and pairs with an app to provide a clinical quality electrocardiogram which can then send this information to clinicians Even though mobile health or mHealth has the potential to revolutionize healthcare it also presents some major challenges such as increasing clinical workloads and raising important questions about liability For example if someone buys a health app and experiences a major health issue as a result of using the app who is liable the app store the developer the carrier or all of the above According to Georgia Sen Josh McKoon who s an attorney for a law firm that specializes in healthcare law they could all be sued because right now there are no hard and fast rules Nevertheless hospitals can t afford not to use this powerful new tool that is literally at their fingertips Jenn Riggle is an associate vice president and social media leader of the Health Practice at CRT tanaka She has 20 years of public relations experience in issues such as health care marketing and public relations social media in health care national media relations and strategic communications planning She regularly engages in social media both on Twitter riggrl and frequently blogs about social media and health care issues for The Buzz Bin a PR and marketing blog 13 comments Please enable JavaScript to view the comments powered by Disqus Enter your search terms Submit search form Web www hospitalimpact org Get Hospital Impact in your inbox Healthcare Industry news Final Obama budget takes aim at opioid addiction superbugs Zika outbreak White House seeks 1 8B to respond to virus More hospitals replace nurseries with rooming in with moms Hospitals must train millennial nurse leaders in empathy frontline engagement St Louis hospital creates unit to improve outcomes through innovation 4 ways hospitals can foster family centered care Pediatric ER seeks to limit stressors for autistic patients Nurses hospital groups clash on Massachusetts bill to improve

    Original URL path: http://www.hospitalimpact.org/index.php/2011/05/18/are_mobile_apps_the_key_to_reducing_hosp (2016-02-10)
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  • Hospital Impact - Tips from healthcare's social media experts
    don t have a CRM system you need to get one and if you have one you need to use it more When your CEO says no he really means I don t know Gary Goldhammer from the digital marketing agency Velocidi g24khamr encouraged hospital marketers to accept this challenge and remember that social media isn t a marketing or public relations initiative it s a strategic function that impacts all parts of your organization Take this opportunity to educate your executive about the benefits of social media and how it integrates with existing marketing efforts and can leverage content that s already been created It also helps if you have some ROI numbers to substantiate your claim and enable the CEO to make a better informed decision about social media projects In addition it s important to break down the silos of public relations and marketing and explain to the CEO how you can bring social media into the marketing mix Hospital marketing isn t about service lines or customer service It s about building trust This truly was a revolutionary thought Hospital marketing efforts traditionally focus on promoting their quality service lines and the patient experience However according to Chris Boyer from Inova Health System chrisboyer social media is about building trust and creating relevance He emphasized the Continuum of I Don t Care people don t think about hospitals until they need it and then they care a lot Go where people are and direct them back to your social media properties People are talking about you whether you know it or not The trick is to go there engage with them and direct them back to your website or microsite for more information By being in tune with where people are going online and the topics that are important to them you can tailor your site to address their hot buttons Who s Afraid of HIPAA Phil Baumann an RN and author of the Health is Social blog philbaumann reminded everyone that even though lawyers constantly warn of the dangers of violating HIPAA the act is not well thought out and is out of sync with the technology realities Hospitals are tweeting daily without incident and even big pharmaceutical companies have hopped on the Twitter bandwagon The important thing is to set a social media policy train your staff and don t share patient information or information that could identify them via social media networks Instead switch these conversations to another medium such as email or phone So it s not enough to just be on Facebook and Twitter hospitals need to be present and think about what s important to their audiences Maybe it s asking people what keeps them up at night or what healthy means The key is listening and creating content that meets their needs Jenn Riggle is an associate vice president and social media leader of the Health Practice at CRT tanaka She has 20 years of public relations experience in

    Original URL path: http://www.hospitalimpact.org/index.php/2011/03/30/tips_from_healthcare_s_social_media_expe (2016-02-10)
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  • Hospital Impact - How marketers can make accountable care real
    on the benefit to the patient not service lines It s always tempting to organize service lines into neat little stacks However people s experience with hospitals is personal They just want to know they ll get the care they need and get better So instead of going into the details about how your organization provides accountable care tell them that when they re admitted to your hospital they ll receive the right care but the care doesn t end there Hospital staff will follow up with them after they re discharged to ensure they don t develop any complications The focus is to keep people well and prevent them from being readmitted Don t hide behind medical jargon Once you start using words like clinical transformation and evidence based medicine you ll see your patients eyes glaze over Medical jargon is a type of shorthand for people who work in the healthcare industry While these terms may be meaningful to us it sounds like gibberish to others outside the industry bubble Medical jargon leads to poor communication between physicians and patients and can lead to ineffective medical care according to The Wall Street Journal It s important to keep the language simple or consider using analogies or pictures to explain a complex topic Bring your quality stories to life One way to do this is to develop a quality section on your website that explains the data incorporates patient feedback testimonials and highlights industry recognition for your hospital staff and physicians Remember that a picture is worth a thousand words Consider using patient testimonials in your marketing and advertising materials to bring your story to life Work with your docs Having physicians assume greater accountability in improving quality and lowering costs is the cornerstone of ACOs This falls right in line with hospitals employing physicians as part of their physician alignment strategy Be sure to include your docs in your hospital s marketing and communications efforts Create videos of them talking about new procedures or clinical issues which you can post on your website Facebook page and YouTube page Not only do these videos help build your hospital s credibility and increase your website s search engine optimization SEO they help position your physicians as thought leaders Hopefully we ll see more of these mythical creatures in the coming months Until then we ll just need to keep on believing Jenn Riggle is an associate vice president and social media leader of the Health Practice at CRT tanaka She has 20 years of public relations experience in issues such as health care marketing and public relations social media in health care national media relations and strategic communications planning She regularly engages in social media both on Twitter riggrl and frequently blogs about social media and health care issues for The Buzz Bin a PR and marketing blog 7 comments Please enable JavaScript to view the comments powered by Disqus Enter your search terms Submit search form Web www hospitalimpact

    Original URL path: http://www.hospitalimpact.org/index.php/2011/01/11/how_marketers_can_make_accountable_care (2016-02-10)
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  • Hospital Impact - Why hospitals need to embrace mobile health
    of their website traffic Five months later smartphone users accounted for 5 percent of their website s traffic Short Message Service SMS texting may not be as cool as mobile apps but it may be the key to mobile health In addition to doing simple things like sending out appointment reminders texting provides a great way to reach tweens and teens Research shows that half of teens send 50 or more text messages a day or 1 500 texts a month and one in three send more than 100 texts a day or more than 3 000 texts a month It s no surprise that a recent study showed that sending text reminders to teen diabetes patients about their insulin treatments helped them stick to their treatment and manage their blood glucose levels One of my favorite healthy text applications is Text4Baby a bilingual health program that allows moms to sign up to receive three free text messages each week that are timed to her due date or baby s date of birth These messages focus on a variety of topics critical to maternal and child health including birth defects prevention immunization nutrition seasonal flu mental health oral health and safe sleep Another interesting service is Mobile Health Interventions Health Txts a personalized text messaging service that helps people change unhealthy behaviors by sending them text messages when and where they need it most This would be a perfect program to support surgical weight loss patients post surgery They ve even received a grant through the National Institute of Drug Abuse NIDA to create an interactive messaging system David Harlow shares my belief that mobile is where it s at for hospitals His recent HealthBlawg post looked at two mobile health reports that were issued in October one was written by PriceWaterhouseCoopers PWC and another written by Deloitte The Deloitte study which looked at mobile personal health records piqued my interest even though they may be a thing of the future We all know that the federal government is pushing hospitals and other healthcare providers to move to electronic health records It s only a hop skip and a jump before people want to access these records via their smartphones The good news is that the infrastructure to make mobile health records a reality seems to be in the works For example HealthVault Microsoft s personal health record recently announced it will join forces with the Continua Health Alliance the non profit industry coalition of leading healthcare and technology companies making a large number of mobile devices capable of uploading data directly into people s HealthVault PHRs Ready or not mobile health is right around the corner Hospitals need to embrace this technology and make the most of it Jenn Riggle is an associate vice president and social media leader of the Health Practice at CRT tanaka She has 20 years of public relations experience in issues such as health care marketing and public relations social media in health care

    Original URL path: http://www.hospitalimpact.org/index.php/2010/11/11/why_hospitals_need_to_embrace_mobile_hea (2016-02-10)
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