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TRANSFORMING CARE THROUGH THE POWER OF SOCIAL MEDIA: CURRENT TRENDS AND OUR COUNCIL’S JOURNEY SO FAR... Presented by: Ajay Puri, Communications & Engagement Leader at the BC Patient Safety & Quality Council Presented at the Fraser Health and Vancouver Coastal Health Educator Network Day in March 2013
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TRANSFORMING CARE THROUGH THE POWER OF SOCIAL MEDIA: TRENDS AND OUR COUNCIL’S JOURNEY SO FAR...
Ajay Puri | Communications & Engagement Leader at @BCPSQC | @ajay4quality
Educator Network Day | March 2013
Before we get started …
Share what you are learning, ask questions or chat with others on Twitter!
#ednet13
Poll
How would you rate your experience with social media?
a. Newbieb. Amateurc. Comfortabled. Superstar
Our Vision
A sustainable health care system built on a foundation of quality.
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.
What is it that you do?
What is it that you do?
How would your elevator pitch sound?
Turn to Your Neighbour & Share:
Share your elevator pitch!
Well, let’s try something different.
Well, let’s try something different.
Let's SPARK change by using novel tools.
Well, let’s try something different.
Let's SPARK change by using novel tools.
It's about experimenting and being bold.
Well, let’s try something different.
Let's SPARK change by using novel tools.
It's about experimenting and being bold.
Some ideas won't take off, but some will. The ideas that take off are those that will transform what we do.
Oct 08, 2:59pm “Fyi @CityofVancouver the public water fountain at Ontario & Broadway no work. Hope someone can fix it. Thanks! twitpic.com/6x9c8u”
Let's take an issue.
Engage the community.
Take an action.
Your Media!
Your Media!
Our
1. Ownership.
2. Measuring success.
3. Changing behaviour.
#ednet13 | @ajay4quality
What did CPSI try?
#ednet13 | @ajay4quality
A Hand HygieneVideo Contest!!
• It’s all about the people – “viewers choice”
• Videos posted to Facebook and YouTube.
• Votes = Likes on Facebook
How CPSIlaunched thecampaign
House keeping staff at Maimonides Geriatric Center in Quebec
Hand HygieneAcross Canada
Mrs. AViewers ChoiceWinner
Chatham-KentHealth AllianceIn Ontario
Hard Data•1025 votes cast•54,000 post views on Facebook (up 154%)•Doubled their Facebook followers•1300 comments on the hand hygiene videos (compared to almost no comments on posts previously)•~3500 views of the videos
Outcome of Hand Hygiene Video Competition
Hard Data•1025 votes cast•54,000 post views on Facebook (up 154%)•Doubled their Facebook followers•1300 comments on the hand hygiene videos (compared to almost no comments on posts previously)•~3500 views of the videos
What's Next:• Sustainability (Med Rec Video Contest)
Outcome of Hand Hygiene Video Competition
All time watchedHand HygieneVideos
University of GenevaHospital170,000 hits, first video(Nov 17, 2009)
University of Geneva Hospitals~170,000 hits, first video (Nov 17, 2009)
All time watched Hand Hygiene VideosJefferson University Hospitals ~115,000 hits (Jan 31, 2011)
What is the most all-time watchedvideo online?
Most all-timewatched video
PSY – Gangnam Style~1.4 Billion hits!!(July 15, 2012)
PSY – Gangnam Style~1.4 Billion hits!! (Jul 15, 2012)
The Next Sensation?!Global Handwashing Day~98,00 hits (Oct 12, 2012)
Why is this important?
Why use online tools?
16% of daily searches have never been searched before
What’s the largest social network?
Largest social network in the world with 1 billion+ users
In Canada, 18 million members have accounts
Two thirds of us log-in daily
Of those that are online, 4 out of every 5 have an account
Pew Internet Surveys (Generations 2010)
What are people doing online?
Adapted from Josh Bernoff's POST (2007)
Adapted from Josh Bernoff's POST (2007)
BCPSQC Journey…just beginning!
Communications & engagement to …1. Support efforts to improve quality of care2. Build social movement thinking into quality 3. Engage at a wide scale – strong ties/weak ties
Through …Engagement | Storytelling | Digital strategy
BCPSQC Communications & Engagement Strategy
• Email newsletter using • Targeted, personal emails• Partner emails
Email Marketing
1. The Look2. Database Management3. Two-way Dialogue (Engagement Pyramid)4. Statistics
Newsletters ~ The Digital Way
The Engagement Pyramid
Gideon Rosenblatt, Former Groundwire Executive Director
Things we can do now with emails:
How many people do you think read your entire email?
18-26% open
2-5% click
98% receive your email
2% soft or hard bounce.
a few mark as junk.
0.2-0.5% unsubscribe.
1-3% take action
How many people do you think read your entire email?
Courtesy of @mrbenjohnson
207 presentations uploadedAt Quality Forum 2012 we had:• 3 plenary presentations• 88 breakout session presentations• 16 critical care network presentations• 10 Heath Talks presentations• 18 Social Media Camp presentations
Slides Shared Via
• Promotion• Storytelling• Documentation• Education
Video
Unique opportunity to: 1. Engage with colleagues (strong & weak tie)2. Disseminate ‘calls to action’ to large audiences 3. Increase awareness of issues4. Build and strengthen communities5. Promote learning from events
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
@BCPSQC
@BCSQAN @BCSepsis @BCQualityForum
Trus
ted
The
Conv
ersa
tion
Organization
Initiatives
Our Strategy on Twitter (THE JOURNEY SO FAR)
Staff
TWITTER STRATEGY
@tweetvandijk @sharimck @ck4q
@Kevin4Quality @Kanneprocter @JVeenen
@RBheartsHC @Ajay4Quality @DrDavSweet
@CHochfilzer @DrMarsBar @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
1. RTing & thanking our partners 2. Active dialogue on relevant topics
BCPSQC Strategy
1. 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
An Example!
Customer Service
wefollow.com/interest/nurse
j.mp/tipsqf101
1. Capacity 2. Managing even more sources of information3. Staff - personal vs professional use 4. Privacy Concerns 5. Untapped potential
Reflections so far...
Current Practice
+ +
Future Practice
+ +
Compliment it with...
1. More connections, less isolation
The future...
1. More connections, less isolation 2. Compelling stories through video
The future...
1. More connections, less isolation 2. Compelling stories through video3. Power of the crowds
– Mobile Apps
The future...
1. More connections, less isolation 2. Compelling stories through video3. Power of the crowds
– Mobile Apps– Gamification
The future...
1. More connections, less isolation 2. Compelling stories through video3. Power of the crowds
– Mobile Apps– Gamification– Hackathons #hackinghealth
The future...
Slides available at:
Questions? Ask [email protected] @ajay4quality
Download the guide: www.bcpsqc.ca
Thank you --
