Tuesday, June 23, 2009

Getting the Physicians on Board

physicians and social media
Early on in the process I realized that in order to make content both authentic and representative of the hospital, I would need to get the physicians on board. In the beginning it was tough. I would call and e-mail and harass their admin's to try and get them on camera for a quick video, or get them to sit still long enough for a 15 minute podcast recording. It was not unusual for me to get no call back, or a no show's on the appointments set by admins.

My one saving grace was that I am a part of the external communications team. The physicians are used to getting calls from other members of the team asking them to do interviews for traditional media. I leaned quite a bit on my colleagues for help in figuring out which physicians were the most media friendly, tech savvy, or just plain nice. Sometimes if physician had a breaking story or research coming out they would just book them into a session with me at the same time they were booking their traditional media interview schedule, the physicians just thought they were coming to do another interview.

So every time we got an opportunity we
  • Made it an easy, and comfortable experience
  • Made the process flexible, accommodating to their schedules and streamlined so that it took as little of their time as possible
  • During set up answered the questions about the value of this project for them and their program
  • Offered the content up to them for use on their department web page
One interview at a time, we eventually began to develop a reputation for becoming a service, instead of a chore. We started to get phone calls from administrators asking for our help in finding opportunities for further exposure for the programs through social media. We are finally to the point where it is not as difficult to get them to participate, if they can find the time.

A year ago I had maybe one physician who was really engaged in social media, and participating willingly. Today I have a solid handful or real success stories.

Here are a few examples of our Physicians using social media at my hospital

Dr. Anas Younes
Facebook
Twitter
Blog
Video

Dr. Raymond DuBois
Twitter
Blog

Dr. Michael Fisch
Blog
Video

Dr. Oliver Bogler
Twitter
Blog

Thursday, May 28, 2009

Back to the Blog

I am pleased to announce that there is finally a blog! For as much fear and trepidation as the concept caused it arrived with very little fanfare. It launched on a Thursday in the afternoon in “soft launch” mode. This just means I asked for it to go live, but did not link it to anything, so you really had to know the URL to find it. This gave me a few weeks to play with it. I spent about 2 weeks getting used to the process of putting in posts, fine tuning the navigation and getting feedback.

The good news is, the feedback from inside has been great. I have heard from lots of people inside, and I think they are pretty proud of the product. There are currently multiple requests from faculty who want to write for the blog. Initially we were afraid that we would'nt have enough content, and estimated that it would be years before we had the need to evolve to a multiple blog structure. If the process continues at it is, I expect that we will soon have a need to support separate blogs for news, research and maybe a few of the cancer support topics.

I'm also pretty proud of the guidelines. These guidelines were the main reason we were allowed to proceed with development of the blog. I think that they are strong enough to keep legal and HIPAA happy, but flexible enough to allow honest, mostly uncensored feedback to the posts.

Lessons Learned
If I had it all to do again I would have asked for more feedback from the outside world earlier in the process. I learned some things about the perspective from outside the hospital that I did not consider until about 2 days before the full launch. I realized that I should have put even more thought into my navigation structure than I did. I am semi-happy with it now, but I think there is room for improvement.

I would love to know what you think? I am up for any constructive criticism you can offer. I think I have probably heard most of the feedback about what is wrong, but you guys are pretty creative, so I may be pleasantly surprised. Read the Blog

Saturday, May 23, 2009

Social Media is a Team Sport

When I first began to try and figure out the social media plan for the hospital, I was the lone wolf in my office. I spent the first few weeks in my office doing research and trying to figure out the plan. Soon I realized that others were interested in what I was learning, so early on, I started a social media club for other employees who I knew were interested in the topic. We met every few weeks for lunch and learn sessions. In these meetings had lots of fun, and we taught each other all that we knew and shared our plans for experimentation and implementation.

Soon the need was so widespread that we outgrew the club, and moved on to training by department, then collaboration on multi department projects. Despite the fact that I did not have a team working on this... I did have a team.

Oddly, the folks in my own department were still a bit hesitant about jumping on board. Some of it was techno fear, some of it was disbelief in the concept of online social communications, some of it was time. They were already feeling over worked the effort it would take to learn yet another thing was overwhelming. But in the PR industry the tide began to turn. They were finding that they were not getting the same results with traditional pitching, and slowly but surely they began to see their media contacts not only showing up all over the place online, but they started finding pitching opportunities in social media.

A year and a few months later I have a team. Every pr person in my department is now trying to shoot video, taking their own pictures, setting up podcasts, submitting blog posts. They are almost all on facebook and/or twitter. Last year when the wall street journal called asking for doctors on twitter, I had 1! Today I know of at least 10 at my hospital, a few of them are actually doing some pretty groundbreaking things while tweeting.

Last year, to pull off social media I had a bowling team, this year I have a track team, which seems appropriate since last year it was a crap shoot, and this year it feels more like a marathon.

Who to follow on twitter from my hospital

http://twitter.com/oliverbogler
http://twitter.com/K_BasenEngquist
http://twitter.com/DrAnasYounes
http://twitter.com/Rndubois
http://twitter.com/LovellsPlace
http://twitter.com/bewellwithbill
http://twitter.com/ddestefano
http://twitter.com/cindergonz
http://twitter.com/smerv
http://twitter.com/johnwlittle
http://twitter.com/shamsha

I know there are mores, so let me know if you think you should be on this list by submitting your twitter link as a comment.

Friday, April 3, 2009

Supporting Web Savvy Physicians

with Web Portals & Social Media Communications

I am not a physician, however I do work with them. From what I gather, they are people who enjoy ease and convenience as much as anyone. If they are comfortable with technology then they are not adverse to using it to improve their practice. The hospital that I work for has a physician portal that assists physicians who have chosen to refer their patients to our specialists.


The portal enhances continuity of care and reduces referring physician workload by offering

- Faster referral processing
- Access to transcribed reports
- Single point of contact for patient information
- Access to more data & more reports on their treatment

and they are even working on bringing EMR access to the portal in the next few weeks.

We thought that the physicians that use social media might be the same physicians who are comfortable with technology and using it to help them in their daily tasks. So as a work group project, a few of us decided to try and implement a communications plan, with a heavy social media emphasis. Our hope was that if we could raise awareness of the portal among "those physicians" we could in turn use the robust analytics that social media and web analytics provides prove the impact of social media communications in the business of health care.

So we:

I really believe that this type of honest 2-way communication between hospital and community physician can benefit both parties. Soon we will be collecting the data behind the project and let the analytics tell the story. I will be sure to let you know how it all turns out.

Monday, March 9, 2009

5 Ways to Leave Yourself Open to Fraud or Theft without using Social Media

Last week I had coffee with a clinician who was in need of an overview on how social media might help with some education efforts that they are hoping to launch soon. Our discussion went well until he cut to the chase and explained that most of his interest was in iTunes U and the idea of developing an audio podcast series of their educational content. I explained that one benefit of this was that the information would now be portable for the convenience of the student. Not soon after, he asked the question... probably one of my most frequently asked questions.

Doesn't this leave us open to copyright infringement?

My answer was as it always is... probably, but you must decide if the benefits outweigh the risks. As you know I like to explain things in plain terms. I told him to equate it with the amount of risk you assign to a student loosing a notebook. Yes if the lost their iPod and your classroom content was on it, and for some reason it was found by a malicious person from a competing institution... yes then you might have a problem. But it would probably not be much different than the problem you would have if they lost a notebook.

Then this brilliant scientist said to me "But with the iPod they could copy and distribute our information right?" Have we all forgotten about the copy machine, or the scanner? If a person has malicious intent for your property they will find a way to obtain it and misuse it no matter where you put it.

This got me thinking about all of the other ways that we could be putting our information in jeopardy of fraud, theft or copyright infringement without using social media.

1 Throw your information into a garbage container - If a person wanted your bank, or billing, or credit card information, all they would have to do is dig through your trash after you drive a way unless, of course you are in the habit of shredding... everything.

2 Lose your notebook or calendar- What do you write down? Do you write meeting notes, or addendums to your schedule and whereabouts on a daily basis? Don't loose those bound pieces of paper they may leave you open for a transfer of TMI to someone without your best intentions at heart.

3 Place your photos in frame on your office desk - Do you have pictures of your children or friends just sitting out on your desk for the casual passer by to review. What is to stop them from stealing one, or scanning or copying them while you are out at a meeting? It would take a real sickko to do that right?

4 Post anything on your website or send it through e-mail - Every time you put your information up on the web Google takes a snapshot and keeps it in the archives forever. Check your website, does it contain anything that you would not want anyone to copy? With e-mail I have had my main e-mail account for almost 10 years, I have some oldie but goodie pictures, and notes from of people that then sent in 1999. Who owns those?

5 Carelessly allow yourself to become a victim of any kind of crime of theft - We all know someone who has been the victim of a crime. A broken into car or home, a stolen purse or wallet, or a credit/debit card number theft via gas station pump. Every time something like that happens there is a chance that more than just the surface information was stolen, and we know for a fact that those people are malicious.

I could probably keep going... Don't drink the water, don't eat the food, don't go outside... Everything that we do carries some kind of risk. Everyone has their own level of tolerance for these risks. I am just saying, don't discount the benefits of the digital and new media tools to distribute your message because of your fears of perceived risks. Research, understand and mitigate those risks with thought in how you use the tools, and understanding of what the risks really are.