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THE TOP 10 REASONS WHY HEALTH CARE LEADERS SHOULD EMBRACE SOCIAL MEDIA CHRISTINA KRAUSE | EXECUTIVE DIRECTOR | @CK4Q
KEVIN SMITH | DIRECTOR, COMMUNICATIONS | @KEVIN4QUALITY
Before We Get Started …
Share what you are learning, ask questions or chat with others on Twitter!
#QF16
BCPSQC 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.
“Hierarchy is necessary for (and only for!) building compliance. It is not networked. As formal power, it is not
a form of leadership – but of management. In the presence of formal power, leadership is actually quite
impossible to happen.”
Influence is necessary for social density and connection. It is networked. It is a form of leadership.
Reputation is necessary for value creation. It is
networked, as well. It is the second form of leadership.”
Source: Niels Pflaeging, 2014
“Leaders need to excel at co-creation and collaboration—the currencies of the social
media world. Executives must understand the nature of different social-media tools and the
unruly forces they can unleash.”
Source: McKinsey, 2013
What is Social Media Anyway?
• Ways to communicate with multiple people
• Ways to share info, resources, campaigns, etc.
• Ways to make your life easier
And Here’s Where it Gets Exciting
Two key elements:
1. Interactivity
2. Communities
Source: thecdm.ca
Source:
Smart Insights
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
The Big Picture
• Spreading resources and messages
• Engaging all sorts of people and organizations
• Learning opportunities
• Building communities
• Building relationships with patients
Engagement
Source: Yvonne Hollandy
Engagement
Why Should We Use Social Media?
Source: Pew Internet
Source: Pew Internet
In a survey of patients of an outpatient family practice clinic, 56% wanted their providers to use social media For those patients who do not use social media, many would start if they knew that they could connect with their providers there
Why Should We Use Social Media?
Source: Chretien & Kind, 2013
http://ow.ly/SBh9r
The 10 largest diabetes management groups on Facebook revealed that patients, family and friends:
• share personal clinical information
• receive emotional support
• request diabetes management guidance from other groups
Why Should We Use Social Media?
Source: Chretien & Kind, 2013
http://ow.ly/SBh9r
Patients can tap into various “health subcultures” on Twitter For those with rare diseases, can result in meaningful online relationships and support in ways previously not possible
Why Should We Use Social Media?
Source: Chretien & Kind, 2013
http://ow.ly/SBh9r
The most common experience shared via social platforms is positive care received Social media has raised patient expectations…about 70% expect a patient service response within 24hrs
Why Should We Use Social Media?
Source: Expio, 2015
http://ow.ly/SBhcX
55% of patients trust info via social media from hospitals, and 39% are willing to share it 41% of patients are using social media to choose a specific hospital or medical facility
Why Should We Use Social Media?
Source: Expio, 2015
http://ow.ly/SBhcX
Social Media Landscape
Start With the Basics
• Why
• Who
• What
• How
• Hmm
Start With the Basics
• Why can using social media benefit you, your project or your organization?
• Who
• What
• How
• Hmm
Start With the Basics
• Why can using social media benefit you, your project or your organization?
• Who do you want to connect with?
• What
• How
• Hmm
Start With the Basics
• Why can using social media benefit you, your project or your organization?
• Who do you want to connect with?
• What do you want to accomplish?
• How
• Hmm
Start With the Basics
• Why can using social media benefit you, your project or your organization?
• Who do you want to connect with?
• What do you want to accomplish?
• How are you going to connect with them?
• Hmm
Start With the Basics
• Why can using social media benefit you, your project or your organization?
• Who do you want to connect with?
• What do you want to accomplish?
• How are you going to connect with them?
• Hmm…how might you measure it?
THE TOP 10*
Reason 1: Build Relationships
Change Day BC – and its partners – on Twitter, Facebook, Instagram…
Sources:
http://ow.ly/SBhiq
http://ow.ly/SBhkr
Reason 1: Build Relationships
Reason 1: Build Relationships
Reason 2: Flatten Organizations
Toronto East General Hospital’s leaders on Twitter
All senior managers received training and are now encouraged to use Twitter regularly
“We want to connect with stakeholders and community. Social media allows us to communicate in a different way.” Carmine Stumpo, VP Programs
Reason 2: Flatten Organizations
Reason 3: Collaborate
What are the obstacles to change and what building blocks to overcome them?
Reason 3: Collaborate
3,595 people, 45 countries, 13,895 ideas
A voting system and expert panels whittled down contributions into implementable ideas
Reason 3: Collaborate
Reason 4: Improve Culture
Your Turn
Does your organization have SM-related policies that may unintentionally prevent:
• Collaboration?
• Shared learning?
• Improved care for patients?
• Response to patient questions/ comments/complaints?
Reason 5: Learn from Anyone
Reason 5: Learn from Anyone
Let Patients Help! Open Mic with e-Patient Dave
Are New Technologies Detracting or Enhancing Physician-Patient Communication?
Engaging Students to Improve Quality
Considering Health Literacy in Your Quality Work
Reason 5: Learn from Anyone
Fraser Health uses Facebook, Twitter and YouTube to open windows into health care
Reason 5: Learn from Anyone
“Patients resort to ‘non-traditional’ means of communication when the traditional channels fail to meet their needs.”
Bryan Vartabedian
@doctor_v
Reason 5: Learn from Anyone
Reason 6: Openly Reflect
• Be authentic
• Listen
• Learn
• Ask
• Connect
Reason 7: Tell Powerful Stories
Saskatoon Health Region crowdsources its organizational vision with powerful ‘The Renewal’ Video
http://ow.ly/SBe1w
Reasons 8 & 9: Drive Change and LEAD!
Foster an environment where all of the above can take place.
• Education is key. So is helping people
• Embed social media training in curriculum
“I trust my staff with a baton. I trust them to remove your liberty. Why wouldn’t I trust them with a Twitter account?”
Gordon Scobbie Deputy Chief Constable, Tayside Police
@DCCTayside
Trust
“We trust social workers with care & protection of most vulnerable people. We need to trust them with social media”
Jon Bolton
Director, Focused on Learning @jonbolton
Trust
Your Turn
Privacy violation or catalyst for a conversation that could raise awareness of polypharmacy?
Social Media Guidelines
Typically include:
• Information about the context and benefits of using social media
• What to be aware of and “how to use” it
• Principles to guide the use of social media tools in a professional capacity
Reason 10: Listen & Respond to Complaints
Reason 10: Listen & Respond to Complaints
Reason 10: Listen & Respond to Complaints
Reason 10: Listen & Respond to Complaints
Build relationships
Flatten organizations
Collaborate
Improve culture
Learn from anyone
Openly reflect
Tell powerful stories
Drive change and LEAD!
Listen & respond to complaints
Let’s Recap
Write Yourself a Postcard !
We will mail to you in a month
What do you want to remember about this session?
What can you do tomorrow?
Thank you!
Christina Krause Kevin Smith [email protected] [email protected] @ck4q @kevin4quality
www.bcpsqc.ca @BCPSQC @BCQualityForum #QF16
