Selon Jean-Michel Billaut, pionnier de l'Internet, le développement de l'intelligence artificielle et des sciences cognitives aura un impact inévitable sur l'avenir des sachants, et notamment dans la domaine de la santé. Lui-même victime d'une erreur médicale, il livre pour Les Clés de demain une longue analyse (publiée en trois épisodes) sur le passage d'une médecine curative à une médecine prédictive et ses conséquences pour le système de santé français. Dans ce deuxième volet, il souligne
Selon Jean-Michel Billaut, pionnier de l'Internet, le développement de l'intelligence artificielle et des sciences cognitives aura un impact inévitable sur l'avenir des sachants, et notamment dans la domaine de la santé. Lui-même victime d'une erreur médicale, il livre pour Les Clés de demain une longue analyse (publiée en trois épisodes) sur le passage d'une médecine curative à une médecine prédictive et ses conséquences pour le système de santé français. Dans ce troisième et dernier volet,
SOURCE February 16, 2015 Today, massive technological shifts – driven by Big Data, mobility, security and cloud computing – are rapidly transforming business and society. Entire industries are being completelytransformed, and healthcare is one of them. These trends are unlocking new possibilities for hospitals, researchers, doctors and patients. Perhaps easily predicted, because innovations in healthcare are critical, technology advancements are setting exciting new benchmarks for further innovation, but also these innovations are saving countless lives all over the world. While massive amounts of data (Big Data) are enabling better diagnosis and predictions, applications, wearables, and nanotech are revolutionizing healthcare by empowering the consumer to take care of themselves and to perform better in their personal and professional lives. After all, if we don’t have our health, what are we left with? With so many advancements already achieved and the growing desire to take our
Health is a very serious and sensitive subject for the general public. As such, when people have problems with various health care providers, one of their first impulses is to complain to anyone who will listen—and now, thanks to social media, that can be a lot of people.
With that said, a lot of health care organizations are afraid to venture into the world of social media for fear that there will be a lot of negative chatter. But with 41 percent of people saying social media affects their choice of health care providers, it’s important to have a presence online. Don’t shy away from social media communication for fear of negativity—there is always bound to be some criticism. Just make sure that when the criticism does come, you’re prepared.
Below are three popular complaints patients share with brands on social networks and advice for how to respond to them:
Complaint No. 1: Symptoms
People turn to the Internet for everything—especially medical advice. You may find that patients are complaining about their symptoms on your Facebook wall or tweeting you questions about a disease they have. It’s important not to give a diagnosis via the Internet, but it is a good idea to respond to their query by directing them to a doctor or other appropriate health expert at your facility—that’s the easiest way to use social media to drive more foot traffic.
For example, if someone is complaining about a sore that won’t go away, you could direct them to the appropriate group at your hospital. “Hi Jane, thanks for reaching out to us about your situation. Please contact Dr. John Smith in our Wound Management Center at 555-7234 to set up an appointment.” The patient will appreciate the fact that they got a response and that they won’t have to do any additional digging for expert advice.
Complaint No. 2: The service is bad
If someone is spilling their guts on your Facebook page or blog about an awful experience they had at your facility, you definitely need to respond, but respond in a way that helps take the conversation to a private venue; you don’t need their negative experience to taint the minds of other potential patients.
Direct them to your customer service email address (or if the interaction is taking place on Facebook, you can ask them to direct message you). For example, “Hi Jeff. We are sincerely sorry to hear about your experience and want to do everything we can to correct it. Please email us email@example.com so we can get the full details and address the situation as quickly as possible.”
By taking this approach, you are putting the power in their hands to float their complaint up the chain of command to the appropriate people in the appropriate way—if they choose not to follow through, that is their prerogative and it is no longer your problem.
If they do choose to reach out under separate cover, make sure to respond to their email letting them know it has been received and in the right hands. If further follow-up needs to happen (perhaps an update on the status of their complaint), handle it through that same email communication.
But remember, social media alone can’t solve public perception problems. The best thing to do when you get complaints about bad service is to fix the service.
Complaint No. 3: Online difficulties
If people have trouble accessing certain parts of your web site or finding necessary information on your digital properties, they may tweet you or post to your Facebook page for help. If it is a truly technical question that you cannot answer alone, it is important to quickly talk to your IT team about what the potential problem could be and what key questions to ask the patient that may inform your answer (for instance, are they searching on Internet Explorer? Are they accessing it via mobile? etc.) If the complaint is simple—perhaps they’re just struggling to find a contact on the web site to set up an appointment—provide the information for them along with a direct link they can access for more details.
Remember, all of these responses are examples—before responding to anyone on social media, make sure you are following the proper internal procedures and speaking in your brand’s digital voice.
Le 26 mars prochain à Montpellier, se dérouleront les 1ères Rencontres autour des Vigilances Sanitaires. Ces rencontres, qui se tiendront à la faculté de médecine, sont organisées par Vigipharm (acteur historique de la vigilance des produits de santé) et Evelyne Pierron consultants. Cette journée sera l’occasion d’une part de dresser un état des lieux des …
When I was diagnosed with systemic lupus erythematosus 32 years ago, aged 15, social media did not exist. After months of diagnostic tests, I was happy to find out that my condition had a name. Six months after diagnosis, I attended my first lupus support group, where the topic for discussion was funeral planning. Questions posed included “what prayers and flowers do you want?”
For me dying was not an option. My mother and I looked at all the treatment options. We told the doctor that I was going to be a long term lupus survivor. My doctor took my mother aside and suggested that was unlikely. Shortly afterwards I found a different rheumatologist. Patients have the right to change doctors, and I did.
My new doctor had a good understanding of the spectrum of illness that lupus can cause. He also knew that when he suggested any change to my treatment that my mother would say, “If your daughter had lupus, would you give this medication to her?” Our doctor-patient relationship lasted 30 years and was one of mutual respect.
When he retired I used social media to find a new rheumatologist and an internist open to respecting patients’ views and exploring alternative therapies as well as conventional medical treatments. Social media not only enabled me to find new doctors. It was also the way I met Tiffany Peterson. Only 48 days after she had lupus diagnosed, Tiffany searched “lupus” on Twitter, and my Twitter profile (@LAlupusLady) appeared. Soon, we were sharing the latest research and our excitement when the first drug specifically designed for lupus was approved by the FDA, and supporting each other through disease “flares.” Having had the disease for many years, I was able to offer her the insight and support that her doctors and other healthcare professionals simply could not.
In 2011, I spoke at the #140 “State of Now” conference in New York (where speakers share stories on how Twitter has changed their world ) on “Lupus Awareness is fun, Lupus is not.” It was there that I met and hugged Tiffany in person for the first time. A lifetime friendship had started. We are “lupie sisters.” Lupus may have brought us together, but it’s our passion for sharing and supporting lupus awareness that has made us friends.
As patients, we realise that many health professionals have yet to embrace the powerful tools that Twitter, Facebook, Instagram, and other social media platforms have created. Most doctor’s offices are busy, understaffed, and view social media as a distraction. If only they took a moment to realise the benefit of offering a “patient portal” or posting a monthly blog. Supporting patients with information online would result in healthier patients and could reduce their workload.
Competing interests: I have read and understood BMJ policy on declaration of interests and have no relevant interests to declare.
Darty s'apprête à proposer dans ses 262 magasins en France MyBiody Balance, objet connecté permettant de suivre les évolutions de sa santé. De quoi nourrir de plus grandes ambitions sur ce secteur pour Darty qui, comme d'autres, y voit un excellent relais de croissance potentiel.
A l’aide d’une montre, Neumitra mesure le stress de son utilisateur et en détermine les causes. A plus long terme, l’objectif est de pouvoir mieux gérer ces états de stress et éviter des problèmes de santé chroniques.
Selon Jean-Michel Billaut, pionnier de l'Internet, le développement de l'intelligence artificielle et des sciences cognitives aura un impact inévitable sur l'avenir des "sachants", et notamment dans la domaine de la santé. Lui-même victime d'une erreur médicale, il livre pour Les Clés de demain une longue analyse (publiée en trois épisodes) sur le passage d'une médecine curative à une médecine prédictive et ses conséquences pour le système de santé français. Dans ce premier volet, il décrit co
Editée par la société Axe Partner Santé, MHEL est une solution Web sécurisée, intégrée au site Internet d’un établissement de santé. Elle permet au patient de réaliser toutes ses démarches administratives préalables à son hospitalisation et après sa sortie, de communiquer en temps réel avec l’établissement, de recevoir ses convocations par SMS, de payer en ligne...
Lancé fin 2011, le plan « hôpital numérique », c’est le programme français de modernisation des systèmes d’information hospitaliers. A mi-parcours, 61 millions d’euros dépensés, 401 projets dans 248 établissements, quel bilan faire de cette initiative...
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