Summary*
Audience Polls
How to Get Started with Social Media
New Media Target Audiences
Trends in New Media
Information Sources on New Media
New Media and Wellness
New Media and Risk
Connecting Patients with New Media
AHRQ and Social Media
Mobile Health
Conclusion
Audience Polls
The Chat included two audience polls:
- Would you describe yourself as a:
- Physician – (7%)
- Nurse – (20%)
- Other Clinician – (3%)
- Researcher/Policy Maker – (30%)
- Health Administrator – (10%)
- What kind of new media do you use in your health care-related work or research?
- Telemedicine – (13%)
- Facebook – (25%)
- Twitter – (20%)
- Linked In – (18%)
- YouTube – (10%)
- Other social media – (13%)
How to Get Started with Social Media
@ Sam G.: We are a federally qualified health center looking to use social media for communicating with our patient population and the community at-large. We have been struggling with the issues many health centers face: who can access Facebook, Twitter, etc.; how do you police the content; who will manage the traffic. Could you offer any insight or suggested policies and procedures to help us get started?
Ted Eytan: Ellen, this reminds me of the question “should I do social media, and why?” How did you approach it at AHRQ?
Ellen Crown: This is a great question. I expect resources are a consideration. It is smart to think about this carefully and weave it into your larger communications strategy. One important thing to do is to make sure you can respond to your audience. Who are your audiences? What are their needs? Will this channel suit them? What is your goal in the end.
Judi Consalvo: Please check out profiles on the Health Care Innovations Exchange (www.innovations.ahrq.gov) for some new ways to use new media — e.g. telemedicine, mobile phone apps — in health care delivery.
Andrea L.: I work for the Bangor Beacon Community — we are testing the use of social media for our project. We’ve just dipped our toe into Facebook, Twitter, YouTube, but want to know how to get more engaged. Can you suggest any tools to keep track of it all? Currently use TweetDeck.
Ellen Crown: Some traditional media tracking tools have now implemented social media tracking, so you might look into that. For example, they track not only traditional media story coverage but also Facebook posts and Twitter...
Ted Eytan: Ellen — why aren’t you naming specific products that people could use?
Ellen Crown: I want to be careful as a Federal employee not to name brands or companies, specifically.
Nancy Y.: What’s the best source to go to that tracks the use/adoption of the different types of social media by demographic and other population attributes...
Ellen Crown: @Nancy www.pewinternet.org
Audience Comments:
Wayne: Regarding social media policy: I would suggest that you approach it as a “Public Discourse” policy instead of a traditional social media or blogging policy. Oracle has a great example of this. They approach it as “how to conduct yourself in public”: http://www.sun.com/communities/guidelines_v1.jsp
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New Media Target Audiences
Ed W.: Is social media for healthcare more specific to the commercial populations (access to computers, smartphones, Ipads etc)? is there a market for social media in the Medicare and Medicaid Populations?
Ted Eytan: I’m wondering what the differences might be between the populations in social media....is there less of a need? A lot of these technologies are accessible via mobile devices which makes them in some ways more usable by diverse populations.
Ellen Crown: New technologies are being created every day.
Ted Eytan: I tend to agree with Ellen — I wouldn’t underestimate the potential in any population.
Bennett: Is social media lending itself more readily to reaching English as a second-language populations? We know that radio does.
Ellen Crown: @Bennett, Your question is good. I would say using social media to complement a communications effort could help reach people who speak English as a second language because it formats the information in a variety of ways — making it easier for people to understand (comprehend).
Ted Eytan: I agree, and if we think social media is about reaching “people just like you,” there is great potential compared to traditional media.
Audience Comments:
Guest: To follow up from Ed’s comment — I think what he is saying is that the Medicaid and Medicare populations traditionally have less access to media — computers, cell phones, etc — than commercially covered people.
Ed W.: Correct I was trying to say that in some cases Medicare and Medicaid Populations may have less access to social media (online fees, subscription fees etc)
Craig L.: Look at the stats from the Pew Internet and American Life project. Differences do exist but are narrowing. Older age groups are the fastest growing segment of social network sites. http://www.pewinternet.org/Static-Pages/Data-Tools/Get-the-Latest-Statistics/Infographics.aspx
Brian A.: You can only choose one type of new media — most of us probably use many...
Lorri Z.: Twitter, Facebook, Ning, LinkedIn
Andrew: Here is a list of sample social media policies: http://govsocmed.pbworks.com/w/page/15060450/Web-2-0-Governance-Policies-and-Best-Practices
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Trends in New Media
May: What are the latest trends in health care technology and dissemination of health messages?
Ted Eytan: Well I am kind of a fan of the Questions are the Answer campaign — do you want to mention that?
Ellen Crown: Oh yes! I love Questions are the Answer, which is available at http://www.ahrq.gov/questionsaretheanswer. The campaign focuses on getting people to engage their clinician more often during their appointments. Research shows that patients who are more involved in their health care have better health outcomes. Also. mapping is one new media tool that comes to mind. It is an interesting way to display geo-located data. There are many 3rd-party technologies available that for mapping, such as Socrata and ZeeMaps. I only mention these because HHS has signed Term of Services with them.
Ted Eytan: I’ve seen that about Term of Services — what does that mean?
Ellen Crown: Term of Service agreements or amendments relate to what you — the user — are agreeing to when you download and/or use the platform. It is important to read these carefully. I just wanted to throw this out there for more info on tools HHS has signed Term of Service agreements http://newmedia.hhs.gov/standards/tos.html.
Audience Comments:
Andrew: Terms of Service (TOS) is basically what someone agrees to when they sign up to use a service. Federal agencies have negotiated unique TOS that are acceptable for gov. See http://newmedia.hhs.gov/standards/tos.html.
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Information Sources on New Media
Sue B: Pew Research Center has an online section devoted to social networking: http://www.pewinternet.org/topics/Social-Networking.aspx
Ted Eytan: Sue — agreed — I use Pew Internet and American Life Project data frequently. Highly recommend following them @Pew_Internet and @susannahfox.
Bonnie: When I see “other social media” — can you provide examples?
Ted Eytan: Bonnie, I think of location-based services, like Foursquare, and Instagram (a combo of picture sharing and location). And then there’s Flickr for photos....
Audience Comments:
Cheryl S.: The New York State DOH recently had a forum devoted to social media and HIV, STI, HCV. Take a look at nyconferences.org/socialmedia
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New Media and Wellness
Regina S: Ted — I’m interested in how you use Foursquare. Can you say a little more about that, particularly in reference to promoting healthy behaviors and lifestyles (eg, tobacco prevention and control)?
Ted Eytan: Regina — like everything I’m just trying it all out, so for me, I’m just using it to show that I'm mobile and moving around.
Regina S.: Thanks Ted. Do you have any suggestions for what you have seen to be successful in healthy behavior work? For example, is Facebook good for this, Twitter, etc? Just trying to get a sense of what has worked for people when they have tried to innovate using social media with patients/clients.
Ted Eytan: Regina — that is such a good question, I would say work to discover which populations use which tools, that will help you.
Audience Comments:
Claudia P: I am wondering about apps to promote health and some incentives to stay healthy. Have you seen any movement towards the healthy incentives and focus?
Nancy Y: for apps and incentives to promote healthy behavior you may want to look at Ian Ayers stickks website.
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New Media and Risk
Aaron Beth P.: We are having push back from our Information Technology department as far as the potential security problems of Facebook & Twitter so we haven’t implemented either. Did you have similar obstacles? If so, how did you overcome them?
Ellen Crown: @Aaron. I feel your pain. I have experienced that, as these tools become more popular, the risk level “perception” decreases...However, as you pointed out, that is not always true.
Aaron Beth P: That is a very common issue — one of the most common ways to deal with this is to get a computer that is off network to access social media sites (i.e. a laptop that uses an air card)
Stephanie: What do you think about the potential liability issues for the providers presented by these types of communications? I’m thinking about the professional liability risk. Social media seems like a wellness tool, but the risk in using these methods of communication in actual care seems pretty high.
Ted Eytan: Stephanie — like any communication, great care should be taken... I think health care providers manage risk all the time in their communication, they need to do it in this medium as well.
Ellen Crown: A communications team can help to discuss risk management and how social media /new media can complement an overall effort.
Ted Eytan: Deanna — well said, good to have experts like you at our side, engaged.
Audience Comments:
Christine K.: Great quote, Ted, re: HC providers managing risk: “I think health care providers manage risk all the time in their communication, they need to do it in this medium as well.”
Wayne: Regarding the comment about pushback from IT: We have all spent many years of late putting our more “risk averse” skills in charge of IT and privacy. Now we are challenging them to mix new totally open technologies in the same environment as PHI. Negotiating this starts with dispelling the myths about privacy and making sure you have the best skills on staff around security.
Deanna: Stephanie, I work in Risk Mgmt and I can see very high risks associated with the use of social media for PHI and to handle it very carefully. I also see the advantages and improvements that can be obtained from their use.
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Connecting with Patients Using New Media
Ellen Crown: Ted, what tools do you use to connect with your patients? I know you’re a fan of Twitter.
Ted Eytan: All right, so, yes, Twitter I like a lot because it’s easy and quick, can do it from anywhere. I still maintain a blog (I hear such things are waning) because I like to have something that’s searchable and more ....hmmm..complete? I guess. Do a little location based stuff like Foursquare....
Jed: Can you speak to patient confidentiality and new media?
Ted Eytan: Jed — I suppose I would say that patient/member/consumer/citizen privacy needs to be protected regardless of media... And...colleagues at Center for Democracy and Technology are in the process of taking in HIPAA questions around Health 2.0 — http://cdt.org/blogs/cdt/submit-questions-health-20hipaa.
Craig L.: What are the challenges in having HCPs (health care providers) adopt social media in their practices?
Ellen Crown: @Craig, I am not sure I am equipped to answer the confidentiality question, though I am sure it is a concern. But I would like to say that a challenge would be finding the time. Once you open a channel (Build a Facebook page or start a Twitter account) you need to be accessible and RESPONSIVE to your patients. It is more harm than good to start something you cannot keep up with.
Bonnie: Can you also speak to physician orders — medications, treatments, etc. — being sent via text messaging.
Ted Eytan: Bonnie — I think several electronic health record vendors are working to create smartphone apps that allow this kind of interaction with their systems. As in our personal lives, I think we will also need to remember to “communicate with our ears,” “not just our eyes.”
Doreen: How can providers engage patients who are less inclined to use technology and might not be very involved with their health care? In social work, they’re known as “resistant clients.”
Ellen Crown: @Doreen, I think your question gets at the heart of communications and how using social media cannot, in itself, be a silver bullet. It has to complement a total communications plan that may include traditional tactics as well as new media tactics. ... Also, just thinking...you may want to check out some of the new stuff being done with mobile reminders...phone / text messages. That is a great way to engage pts and almost everyone has a phone.
Bev G: Ted I like your blog, I go back and look for things there.
Ted: Hey Bev! Everyone, know that Bev Green, MD is a national expert in innovating using telehealth to manage blood pressure...good to see you!
AHRQ Innovations Exchange: Here is Dr. Green’s profile on the Innovations Exchange: Web-Facilitated Home Monitoring in Hypertensive Patients
Bev G: I still have the question as how you use social media to get patient information such as blood pressures into the EHR. We are wanting to work with rural populations who may have cell phones but no computers (and they also are more likely to need these tools in Spanish). Would you have to use something intermediate to transfer these to an EHR?
Ted Eytan: Bev — good question, I presume you mean a person texting private information into their health care provider. I think this is an emerging area — as you know we have typically thought of an EHR as "read only” for the patient, and often “no read at all!”
Ted Eytan: Bev — and maybe to Ellen’s point, when leaders such as yourself establish the need and effectiveness of getting this data (blood pressure) in conveniently, the technology to support it will be built.
Chris S.: To Bev Green — we just successfully created an interface for a web assessment on childhood behavior, that integrates into our EMR Cerner. It is HIPAA compliant and directly inputs into the patient medical record. The next step will be to create an app for phones to do the same.
Debi: To Chris S: can you offer a website that provides more info on you web assessment tool?
Chris S.: The Cerner programmers told us it was not possible. So about 15 IT personnel and 8 months of work got it to succeed. Now they are believers. I look at it as the first success and am anxious to improve it. Sorry but do not have a link. I am just a physician trying to a better job.
Ted Eytan: Chris — impressive! I think your experience speaks to an important need for social media — to let people understand these innovations! And Chris, maybe you should put your innovation in the exchange :)
AHRQ Innovations Exchange: Submit your innovation at http://www.innovations.ahrq.gov/submit/submit.aspx.
Chris H.: @ Chris Stone, would love to know more about your work on childhood behavior
Chris S.: I will contact Ted to discuss how best to communicate our project.
Ted Eytan: Chris happy to help — I often see that innovations are not spread because people don’t know about them.....
Chris S.: I developed an ADHD specialty clinic and wanted to create the web based tools for better compliance and record keeping. But I plan to create phone apps to improve care in between visits, and to later include the two way tools.
Ted Eytan: Christine! The original innovator-convener-extraordinnaire.
Angie: Social media is especially useful as a means for bi-directional communication with patient populations, but this also creates challenges when trying to allow discussion without coming across as an be all and end-all authoritative figure. Do you have any recommendations for how to achieve a balance?
Ted Eytan: A good social media policy is useful — I highly recommend looking at Kaiser Permanente’s:
http://xnet.kp.org/newscenter/media/downloads/socialmediapolicy_091609.pdf
Ellen Crown: @Angie, yeah...I am struggling with that RIGHT NOW! :) Seriously, it is very important to make sure that you refer the person to the right resource if it isn’t in “your lane.”
Bonnie: What about a physician texting medication orders utilizing texting abbreviations — cyberspace shorthand?
Ted Eytan: Bonnie — texting medication orders...to patients? or somewhere else? Can you give an example?
Bonnie: Physicians texting orders to nurses who are providing direct “bedside” care (rather than using a telephone to phone in orders)
Ted Eytan: Bonnie — I think several electronic health record vendors are working to create smartphone apps that allow this kind of interaction with their systems. As in our personal lives, I think we will also need to remember to “communicate with our ears,” “not just our eyes.”
Bonnie: Or physicians texting orders to hospitals, nursing homes, etc. as opposed to a phone call
Ed W.: Any movement to use social media in healthcare as part of the medical record: patient gets visit logs into phone takes back to have recorded?
Ted Eytan: Ed — I say at baseline that physicians and nurses could learn a lot from a patient’s lifestream. I recommend taking a look at ProjectHealthDesign, funded by Robert Wood Johnson Foundation — they are studying this.
Audience Comments:
Wayne: @Bev: This is likely a huge potential. Applications “apps” on smartphone can make the medication compliance or health status information as a self report during the patient’s day. game mechanics like Foursquare can help compliance with reporting
Brian A: I like getting text messages reminding me of medical appointments and tests — this is fairly easy to implement and I believe will provide some valuable benefits...
Wayne: about reminders: The Appointment reminder call companies are doing text messaging now as well. These can be used for those reminders.
Martin: To Claudia P. — Google Health has a page where patients can keep a medical history, and they also have the ability to view it from a mobile device.
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AHRQ and Social Media
Ted Eytan: Ellen — what are the dominant tools you use at AHRQ?
Ellen Crown: Twitter, YouTube,
Ted Eytan: Ellen — do any AHRQ leaders use social media themselves? Blogs?
Ellen Crown: No blogging. But AHRQ leadership is very engaged. AHRQ Director Dr. Carolyn Clancy regularly creates audio podcasts for our Healthcare 411 consumer podcast series.
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Mobile Health
Ted Eytan: Ed — here’s a list I created about impact of mobile health in Feb 2010 — #1 points to the impact of mobility in bringing diverse populations online....http://www.tedeytan.com/2010/02/18/4731
Cheryl S.: Ted I find that my Medicaid patients are highly engaged in social media on mobile devices AHRQ Innovations Exchange: we have mobile phone innovations on the Innovations Exchange.
Jed: @Ted how has your system implemented new media within the network?
Ted Eytan: Jed, do you mean health system? Kaiser Permanente? If so, I can point to several areas...
Ted Eytan: Twitter: @KPnewscenter and a very innovative use @KPCustomerService — check that one out, people interacting with Kaiser Permanente about service issues.
Ted Eytan: YouTube: youtube.com/kaiserpermanenteorg — great use of real patient stories about how technology and other innovative care helps them.
AHRQ Innovations Exchange: Check us out at http://www.innovations.ahrq.gov.
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Conclusion
Judi Consalvo: We are nearing the end of this chat. We will put up a poll and would appreciate your feedback.
Did you find this chat helpful?
- yes — (82%)
- no — (8%)
- not sure — (10%)
AHRQ Innovations Exchange: Visit the Innovations Exchange at http://www.innovations.ahrq.gov. Follow the Innovations Exchange on Twitter @AHRQIX . If you missed part of the chat, go to http://www.innovations.ahrq.gov/webevents/index.aspx?id=22 to read the chat.
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External sources and links are provided as a resource and do not represent an endorsement by AHRQ or the Health Care Innovations Exchange. This summary includes text related to major discussion threads. Text was edited for brevity and clarity.
*External sources and links are provided as a resource and do not represent an endorsement by AHRQ or the Health Care Innovations Exchange.