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20 campañas publicitarias para el día mundial sin tabaco.

20 campañas publicitarias para el día mundial sin tabaco. | eHealth | Scoop.it
Que el tabaco mata no es ningún secreto, Cada año mueren 6 millones de personas a causa del tabaco pero pesar de ello cada día empiezan a fumar 100.000 adolescentes… Seguramente la única arma para evitarlo sea la concienciación. Recopilamos …

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Cuatro iniciativas que mejoran la experiencia de paciente en hospitales españoles

Cuatro iniciativas que mejoran la experiencia de paciente en hospitales españoles | eHealth | Scoop.it
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Congreso de Tecnología, Social Media y Salud #eemeeting 2016

Congreso de Tecnología, Social Media y Salud #eemeeting 2016 | eHealth | Scoop.it

El pasado viernes me invitaron a presentar el Congreso de Tecnología, Social Media y Salud #eemeeting 2016, organizado por la EEME Business School y el Ilustre Colegio Oficial de Médicos de Alicante.

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Hospitals respond to 'alarm fatigue' with patient monitoring innovation: WSJ

Hospitals respond to 'alarm fatigue' with patient monitoring innovation: WSJ | eHealth | Scoop.it
Back in 2013, nonprofit hospital accreditor the Joint Commission set alarm safety for patient monitoring as its safety goal, giving hospitals until January 2016 to set up new policies and procedures for related devices.
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Estudiar por Internet: estudiar salud

Estudiar por Internet: estudiar salud | eHealth | Scoop.it
Blog educativo de cursos gratuitos dirigidos a estudiantes universitarios y profesionales.
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Nueve jóvenes presentan proyectos innovadores con impacto social. Noticias de Tecnología

Nueve jóvenes presentan proyectos innovadores con impacto social. Noticias de Tecnología | eHealth | Scoop.it
Nueve jóvenes presentan proyectos innovadores con impacto social. Noticias de Tecnología. Nueve jóvenes de entre 19 y 26 años han trabajado durante los últimos meses en transformar una idea propia en un proyecto de emprendimiento social de éxito
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2015 Survey of US Health Care Consumers | Deloitte US | Health Care

Findings from Deloitte’s 2015 Survey of US Health Care Consumers indicate consumer engagement is increasing in three important areas.
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Beyond the pill es posible incorporarlo al market access

Presentación realizada en el II encuentro de Market Access y Relaciones Institucionales organizado por Unidad Editorial. El objetivo era iniciar el debate de c…
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Patient-Reported Data Can Help People Make Better Health Care Choices

Patient-Reported Data Can Help People Make Better Health Care Choices | eHealth | Scoop.it
And electronic tools can help them do it.
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How One Hospital is Improving Patient Care with Social Media

How One Hospital is Improving Patient Care with Social Media | eHealth | Scoop.it

When it comes to customer care, Texas Children’s Hospital doesn’t stop at the nurses’ midnight rounds. We heard about the excellent social customer service they were providing and wanted the full story.

Cara Lovan, the senior social media specialist at Texas Children’s Hospital, spoke with us about how they’re making deeper personal connections and improving customer experiences with social media.

“I think a lot of organizations are beginning to rethink the traditional customer experience,” says Lovan. “As we notice more interactions on social media, we (as an organization) have to grow with them and adapt our strategies. Social media has fundamentally changed the way in which we work with customers. The insights we take from Hootsuite have the power to influence a new wave of thinking for us.”

Customer care and Texas Children’s Hospital: A social story

Texas Children’s Hospital, located in Houston, is one of the top children’s hospitals in the U.S. The hospital system has two community hospitals, a women’s hospital, over 50 pediatric practices, and five urgent care locations.

When it comes to social media, leadership’s top concern is brand and reputation management. They want to avoid a social media PR crisis and aim to resolve customer service issues as quickly and thoroughly as possible.

“We always want to present ourselves as the leading experts in children’s health and information,” says Lovan.

Image via Texas Children’s Hospital.

Lovan uses social customer service to meet leadership’s objectives while working to improve the patient experience.

“We’re in an age where people are turning to social media,” says Lovan. “We want to be where our patients are and meet their expectations. When it comes to social, it’s important for us to respond to everything, both the positive and negative. We want people to know that we’re on social, listening, and ready to have an open dialogue.”

A social media management team of one

Lovan is the only person dedicated to managing social media at Texas Children’s. She manages 13 channels, including Facebook, Twitter, Instagram, YouTube, and Pinterest. She is responsible for driving campaigns, answering questions, resolving issues, and listening to and engaging with customers. To put it lightly, she’s busy.


 

Before Hootsuite, it would typically take her three hours every morning to manage her social channels and answer comments, complaints, and general questions.

“I never got to everything before needing to move on to other tasks for the day,” she says. “With Hootsuite, it takes me half the time to do so much more. With that extra hour and a half, I have time to strengthen relationships and engage our audience with a depth that I couldn’t before.”

Handling sensitive customer experiences with humility

Using data pulled from Hootsuite Analytics, Lovan can understand the feedback coming from patients. The majority of comments are positive, but she still needs to work with compliance and family advocacy teams to properly address feedback and understand the root of the problem.

For example, if someone sends a message about how their child is currently in surgery, “we need to pay attention to those comments and their sentiment, and respond with the utmost thoughtfulness,” she says. “This parent is probably having the worst day of his or her life. We have to be efficient in our responses, but also sensitive and human.”

Using Hootsuite keyword search streams, she sees time-sensitive messages right away. She engages with the patient and points them to a service phone number that keeps sensitive information offline and allows them to remain HIPAA compliant. She then alerts the person who manages the line of the incoming patient inquiry.
She can also ask patients to provide their phone number so that a practice manager who deals with specific cases can assist. Because Lovan works with more than 50 practice managers, she has to work quickly, collaboratively, effectively, and with a keen sense of the problem and solution—all with a bit of humility.

Great customer service can lead to lifelong advocates

“Today I had a positive comment come in that I responded to right away,” Lovan shares. “We started a conversation and now the patient’s family is writing a blog for us. We’re taking social to a deeper level of engagement, which is an exciting opportunity that I didn’t always have the time and resources to do before Hootsuite. By having this extra time, we are strengthening relationships, but most importantly, providing a better patient experience.”

Lovan uses Hootsuite to quickly see everything social media-related, all together. This allows her to strike up conversations about positive or negative experiences and dig deeper into stories.

“Our patients often become our biggest advocates and bloggers,” she tells us. “They’ll say something like, ‘Texas Children’s saved my daughter’s life,’ and we’ll reach out to hear more. This is happening more now that we can see what people are saying. Now repeat people come back with more questions because they know we answer their inquiries.”

Creating social campaigns to celebrate advocates

Most of what Texas Children’s shares focuses on babies and children, but for their Texas Children’s Pavilion for Women campaign, they wanted to show some love to the moms. The #ShareYourMoment campaign encourages moms to share an image, story, or experience of the first moment with their newborn babies. This campaign speaks specifically to the hospital’s Pavilion for Women Facebook Page, but is great visual user-generated content for Instagram. “We wanted to focus on the people who are following us and show moms that we’re listening,” Lovan explains.


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Pharmacy Interventions May Improve Medication Adherence Rates

Pharmacy Interventions May Improve Medication Adherence Rates | eHealth | Scoop.it
Retail pharmacies may be able to improve medication adherence by participating in chronic disease management interventions and education for patients.
Via Olivier Delannoy
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Intel Health & Life Sciences: Sensing the Simpl... | Intel Communities

Intel Health & Life Sciences: Sensing the Simpl... | Intel Communities | eHealth | Scoop.it
Technology can solve complex healthcare problems, whether that be analysing large volumes of genomic data or allowing a specialist to see a 3D image of a
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Customer Experience for the Healthcare Industry

Customer Experience for the Healthcare Industry | eHealth | Scoop.it
Patients are customers as well! Here are some vital tips to improve Customer Experience in the Healthcare Industry. 
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Index de Enfermería - La intimidad en el Hospital: La experiencia de los pacientes, sus familias y las enfermeras

Index de Enfermería - La intimidad en el Hospital: La experiencia de los pacientes, sus familias y las enfermeras | eHealth | Scoop.it
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What Is The Role Of Social Media In Health Care? | Marie Ennis-O'Connor | LinkedIn

What Is The Role Of Social Media In Health Care? | Marie Ennis-O'Connor | LinkedIn | eHealth | Scoop.it
From online banking to booking your next holiday getaway, the Internet has changed how we manage our everyday lives; but when it comes to managing yo
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La magia de las comunidades de pacientes: cuando la información errónea tiende a corregirse #CarnavalSalud

La magia de las comunidades de pacientes: cuando la información errónea tiende a corregirse #CarnavalSalud | eHealth | Scoop.it
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La adherencia terapéutica: seguir bien los tratamientos

La adherencia terapéutica: seguir bien los tratamientos | eHealth | Scoop.it
adherencia terapeutica seguir tratamientos Barcelona (Redacción de Vivirmejor.com).- Dr. Jacinto Espinosa García , especialista en Medicina
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"La industria farmacéutica está obligada a innovar más allá del fármaco"

"La industria farmacéutica está obligada a innovar más allá del fármaco" | eHealth | Scoop.it
Hoy entrevistamos a Xavier Olba para aprender de innovación abierta en la industria farmacéutica.
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Conversaciones con @louperezperez : Los servicios como parte de la marca | Hablando de Marcas en Salud

Conversaciones con @louperezperez : Los servicios como parte de la marca | Hablando de Marcas en Salud | eHealth | Scoop.it
Pocas veces he disfrutado tanto hablando con alguien en este espacio. Charlar con Lourdes Perez es hablar con referencia, con consciencia, con experiencia y consecuencia. eBusiness Manager en Janssen España, no sólo interviene en la comunicación, también tercia en la relación que las marcas han de tener con sus diferentes clientes. Es habitual que los grandes…
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