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Social Media in Health Care: International Forum on Quality & Safety 2014
- 1. Social media in health care: A crash course in how to use Twitter and how to develop a social media strategy for quality Ros Gray, Scottish Government @Rosgray Jo-Inge Myhre, MD, F2 in Family Medicine University of Oslo Medical School @joinge_ Christina Krause, British Columbia Patient Safety & Quality Council @ck4q Kevin Smith, British Columbia Patient Safety & Quality Council @Kevin4Quality
- 2. Before we get started … Share what you are learning, ask questions or chat with others on Twitter! #M9 #quality2014 #M9 | #quality2014
- 3. @doctavic @MetisAudit @AnthonyStaines @nicholda @ltkalmar @kinanmuha @mathieulouiset @profroland @grangerkate @sonjakersten Who’s in the room on Twitter? @LAS-QI @ce_ikas @MAVR_1 @Priv8hospitals @ncollinsmd @joinge_ @rosgray @ck4q @Kevin4Quality #M9 | #quality2014
- 4. What we heard from you … How would you rate your experience with social media? a. I know nothing b. Some experience c. Lots of experience d. I’m a superstar #M9 | #quality2014
- 5. 0 5 10 15 20 25 I'm a superstar Lots of experience Some experience I know nothing How would you rate your familiarity with social media? #M9 | #quality2014
- 6. 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? #M9 | #quality2014
- 7. Overview of the Day 1. Driver Diagrams 2. Social media as a strategy for improvement 3. Case Studies – cool examples to inspire! 4. Getting started on your own social media strategy #M9 | #quality2014
- 8. Driver Diagrams for Social Media #M9 | #quality2014
- 9. What is a theory? • A description of our best understanding about why things are the way they are • Theories/beliefs in other contexts? – Economics – game theory – Biology - theory of evolution – Physics – string theory – Metereology – chaos theory – Social media - ? #M9 | #quality2014
- 10. How is a theory different from a belief? • A theory can be tested scientifically • Theories are predictions of the outcome of future events • Theory is the starting place for generating new knowledge #M9 | #quality2014
- 15. What do we believe about why things are the way they are? • Evidence – what objective evidence have we collected locally or is available to us through the relevant literature? • Local subject matter experts – people who work at the frontline who experience the system day to day and have strong experiential beliefs about where change is needed #M9 | #quality2014
- 16. Some guidance on creating a driver diagram • Start with the outcome in mind – develop an aim statement that reflects the desired future state • Primary drivers should be nouns that reflect the key leverage points in the system of interest from three areas: 1. Structures – physical, financial, administrative, management and improvement, delegation and accountability 2. Processes – workflow of the system, how things are accomplished 3. Operating norms – written and unwritten rules that govern behaviour #M9 | #quality2014
- 17. Some guidance on creating a driver diagram • Secondary drivers must be tangible things where action can be taken on the system • Change ideas should link directly to secondary drivers and should exhibit these characteristics: 1. Specific - each change idea needs to be clear and concise and it must be obvious how its introduction is different from the status quo 2. How to - each change idea must include a statement about how and where it will be put into practice within the system #M9 | #quality2014
- 18. SO CAN WE USE THIS APPROACH FOR OUR SOCIAL MEDIA STRATEGY? #M9 | #quality2014
- 19. Communication and engagementTo provide country- wide access to insights and information re early years through virtual collaboration with children, families and staff in pursuit of system improvement by December 2015 Developing social content Aim Primary Drivers Secondary Drivers Finding and capturing stories, Video, PPT, Photos Newsletters Email Website development Twitter strategy Accessibility issues Facebook strategy Branding Measurement of performance Infrastructure #M9 | #quality2014
- 20. Social Media Strategy for Improvement #M9 | #quality2014
- 21. BCPSQC Vision A sustainable health care system built on a foundation of quality. #M9 | #quality2014
- 22. 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. #M9 | #quality2014
- 24. Pew Internet #M9 | #quality2014
- 25. Pew Internet #M9 | #quality2014
- 26. The Engagement Pyramid Gideon Rosenblatt, Former Groundwire Executive Director #M9 | #quality2014
- 28. 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 #M9 | #quality2014
- 29. 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 on online community of practice websites? 4. What could we do to ensure we do NOT succeed in using social media as a health care improvement tool? #M9 | #quality2014
- 30. 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 you aren’t doing EVER — Circle the ones that you resemble something you are currently doing #M9 | #quality2014
- 31. 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?” #M9 | #quality2014
- 32. Why use online tools? #M9 | #quality2014
- 33. 0 5 10 15 20 25 30 Other Pinterest Instagram LinkedIn Tumblr SlideShare Storify Flickr YouTube Facebook Twitter What social media tools do you use now? #M9 | #quality2014
- 36. Adapted from Josh Bernoff's POST (2007) #M9 | #quality2014
- 37. Adapted from Josh Bernoff's POST (2007) #M9 | #quality2014
- 38. My organization has a clear social media engagement strategy: a. SOS b. Not so much c. Pretty good d. Absolutely! Poll #M9 | #quality2014
- 39. 0 5 10 15 20 25 I don't Entertainment To share information To connect with colleagues To learn about developments in my field Why do you use social media? #M9 | #quality2014
- 40. BCPSQC Journey…just beginning! 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 #M9 | #quality2014
- 42. 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. #M9 | #quality2014
- 43. 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 #M9 | #quality2014
- 44. — Email newsletter using — Targeted, personal emails — Partner emails Email Marketing #M9 | #quality2014
- 45. 1. The Look 2. Database Management 3. Two-way Dialogue (Engagement Pyramid) 4. Statistics Newsletters ~ The Digital Way #M9 | #quality2014
- 46. • 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: #M9 | #quality2014
- 47. 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
- 56. Finding stories ― from staff, partners, call outs/campaigns Documenting stories ― written/blog, video, photo, audio Sharing stories ― via social media, web, email, partners Storytelling #M9 | #quality2014
- 57. 1. Email Blasts 2. Sharing presentations 3. Blog Posts 4. Videos 5. Photos 6. Unique website and analytics 7. Twitter An Example: Tools & Products #M9 | #quality2014
- 58. 286 presentations uploaded Example from Quality Forum 2013 — 4 plenary presentations — 102 breakout session presentations — 11 academic and quality pre-forum presentations — 7 patient & family centered care pre-forum presentation — 8 Heath Talks presentations Slides via #M9 | #quality2014
- 65. Email Marketing, Blogs & Photo Strategy Driver Diagram Work Time!
- 66. 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 #M9 | #quality2014
- 67. 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 #M9 | #quality2014
- 68. @BCPSQC @BCSQAN @BCSepsis @CLeARBC @BCQualityForum TheConversation Organization Initiatives Our Strategy on Twitter ( T H E J O U R N E Y S O FA R ) Staff T W I T T E R S T R AT E G Y @ck4q @sharimck @tweetvandijk @Kevin4Quality @Kanneprocter @Meher4Q @SeniorsQuality @DrMarsBar @DrDavSweet @CHochfilzer @crecsky @KimberMcKinley
- 69. Power of Collective Twitter Following Following Followers BCPSQC 2619 2927 ck4q 1066 1552 Sharimck 439 457 BCSQAN 372 296 BCSepsis 198 485 CLeARBC 82 60 BCQualityForum 131 310 Kanneprocter 385 186 Tweetvandijk 157 263 Kevin4Quality 311 332 Crecsky 364 120 Chochfilzer 167 107 Total 7094 #M9 | #quality2014
- 70. 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 #M9 | #quality2014
- 71. 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 #M9 | #quality2014 BCPSQC Strategy
- 72. Seriously? It’s okay to have fun #M9 | #quality2014
- 73. Being casual works, too #M9 | #quality2014 Seriously?
- 74. #quality4 | #quality2013 @ck4q | @ajay4quality via @danzarrella
- 75. Scheduling Tweets #quality4 | #quality2013 @ck4q | @ajay4quality
- 76. via @danzarrella
- 79. — Leverage social networks to build social stories — Based upon social media networks Twitter, Facebook, YouTube, Flickr, Instagram, etc — Provides opportunity to make sense of what you've pulled together #M9 | #quality2014
- 82. About #QualityChat… #M9 | #quality2014
- 83. About #QualityChat… #M9 | #quality2014
- 91. So What Happened? #M9 | #quality2014
- 93. And How’d it Grow? #M9 | #quality2014
- 96. 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 #M9 | #quality2014
- 100. #M9 | #quality2014
- 101. LET’S GET OUR HANDS DIRTY! • Healthcare Pledge Selfie! @QualityForum Campaign • Tweet your “healthcare pledge” and include a selfie to #quality2014 Tweet short (<120 characters) and include links Use hashtags (but don’t overuse them) Mention people Three Main Things to Keep in Mind (checklist) #M9 | #quality2014
- 102. Fidelma Fitzpatrick Ireland @ffitzp #M9 | #quality2014
- 103. Abhishek Bhartia India @abhishek4q #M9 | #quality2014
- 104. Grete Kistrup Denmark @Gkistrup #M9 | #quality2014
- 105. Twitter Driver Diagram Work Time!
- 106. — Promotion — Storytelling — Documentation — Education — vs Video #M9 | #quality2014
- 108. #M9 | #quality2014
- 109. What did the Canadian Patient Safety Institute try? #M9 | #quality2014
- 110. A Hand Hygiene Video Contest! #M9 | #quality2014
- 111. — It’s all about the people – “viewers choice” — Videos posted to Facebook & YouTube — Votes = Likes on Facebook CPSI Campaign #M9 | #quality2014
- 112. Hard Data • 1025 votes cast • 54,000 post views on Facebook (up 154%) • Doubled Facebook followers • 1300 comments (vs almost no comments on posts previously) • ~3500 views Overall • Audience Engagement • Social Spread • Reward Outcome of HH Video Competition #M9 | #quality2014
- 113. University of Geneva Hospitals 226,000 views (April 3, 2014) All time watched Hand Hygiene videos Jefferson University Hospitals 207,000 views (April 3, 2014)
- 114. What is the all-time most watched video online? #M9 | #quality2014
- 115. Most all-time watched video PSY – Gangnam Style ~1.9 Billion hits! (April 3, 2014) #M9 | #quality2014
- 116. PSY – Gangnam Style 1.9 billion views! (April 3, 2014) The Next Sensation?! Global Handwashing Day 138,000 views! (April 3, 2014) #M9 | #quality2014
- 120. Desktop & Mobile Website Internet Radio Service Mobile web application and Smartphone Apps Twitter Traffic Customer Care Line VMS/Kiosks Traffic Scotland Information Hierarchy & Service Platforms Potential Audience Reach Max delivered to date 115m page impressions in month of Dec 2010 equates to 1.1m distinct IP addresses Resilient to spike demand. At the peak can have over 100,000 contacts a month Currently 286,843 downloads for iPhone/ Android/Blackberry/Windows 7 Stats feed through to TS website usage Traffic Scotland Twitter has currently 32,000 followers and follows 542 partners 22,000 calls annually However dramatic seasonal and event driven spikes in demand Automated messages includes Traffic Scotland Radio 203 VMS and currently 3 TS kiosks: Gretna Green (A74); Ballinluig Services (A9) and Harthill Service (M8) Pre-Trip/On trip On-Trip #M9 | #quality2014
- 122. Early Years Collaborative -9 month s to 1 year 1 year to 30 months 30 months to Primary school Leadership 5 – 8 years Scotland – the best place in the world to grow up #M9 | #quality2014
- 123. 0 500 1,000 1,500 2,000 2,500 3,000 3,500 4,000 0 500,000 1,000,000 1,500,000 2,000,000 2,500,000 LS1 LS2 LS3 LS4 NumberofTweets NumberofImpressions Learning Session Number of Twitter Impressions and Tweets at Early Years Collaborative Learning Sessions Impressions Tweets #M9 | #quality2014
- 126. #M9 | #quality2014
- 128. #M9 | #quality2014
- 129. Overall Strategy Driver Diagram Work Time!
- 130. April 30, 2014 9 am PST/ 12 pm EST/ 6 pm GMT Join us for our next #QualityChat! May 28, 2014 9 am PST/ 12 pm EST/ 6 pm GMT #QualityChat www.bcpsqc.ca/events/events-qualitychat.html #M9 | #quality2014
- 131. Post-it Note: What were your ah-ha moments? Evaluation Survey: #M9 | #quality2014
- 132. Thank you! #M9 | #quality2014