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How to Use Social Media to Establish Trust

How to Use Social Media to Establish Trust | Collaborative Healthcare |
Life as a small business owner is all about trust. Trust is how we make consumers feel comfortable purchasing from us instead of big box stores and its how we get them to keep coming back.
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Social Media Strategy? Think Customer Experience Management Instead

Social Media Strategy? Think Customer Experience Management Instead | Collaborative Healthcare |
Net Promoter Score (NPS) measures the customer experience through feedback from customer surveys, and it has reliably tied sentiment to business growth, revenue, and profit.

Via Joy Bhattacharya
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Rescooped by jamesjbeck from Mobile Healthcare!

Healthcare Mobile Apps - It's not the Consumer but the Healthcare Providers That Need Them

Healthcare Mobile Apps - It's not the Consumer but the Healthcare Providers That Need Them | Collaborative Healthcare |
A recent article at Healthcare Collective takes the position – in asking the question, “What’s the Matter with Mobile Health Apps Today?” - that most mobile healthcare apps aren’t used, at least not beyond an initial download and trial, after which the apps are discarded as quickly as they were downloaded. The article also noted that healthcare apps have appeared in record numbers of late – from just under 3,000 to just over 13,600 of them. Most of these apps focus on personal healthcare, and most of them are redundant in terms of what they do – some do certain things better than others, but most are destined for the delete bin.

At the 2012 Consumer Electronics Show (CES) held in January 2012 there was an entire exhibiter space dedicated to mobile healthcare. We noted a potentially useful collection of applications, especially some that appeared to us to do a rather good job of checking vitals and keeping track of them. As we roamed the aisles, it turned out that there was one exhibiter – UnitedHealth Group, a rather major name in the health insurance industry – that had a significant booth there. Why?

Nick Martin, vice president of innovation, research and development at UnitedHealth Group says, “At UnitedHealth we believe that we need to use mobility to create a tight bond with our policyholders. Users know how to put their mobile devices to work, and this provides us with a means to communicate closely with them. We engage our users through experiences and interactions that are typically fun for the user, but that ultimately lead us to teach our clients how they can achieve savings on medical costs. Our mobile apps are accessible anytime and anywhere, but more specifically, they give our users the freedom to engage with us when they want to.”

“In our case it isn’t simply about providing some sort of health app that substitute for such things as tracking blood pressure,” Martin continued. “In our case we are looking to specifically provide real financial and medical benefits. It becomes a differentiator for us – and as long as we provide real value, the users keep coming back and using the apps.”

For Martin, the apps aren’t simply a means to earn a few pennies on an app download. The use of mobile apps is a specific healthcare driver that aids in direct user engagement, and one that will continue to grow significantly, not just for UnitedHealth, but for its competitors as well. From this perspective mobile health apps are doing extremely well.

Doctors and Mobile Apps

The Ottawa Hospital in Ottawa, Ontario, Canada is an example of a healthcare provider that has deployed an iPad mobile app - not for consumers but for doctors. The app, a computerized physician order entry (CPOE) system, was deployed to more than 1,000 doctors. The goal Ottawa specifically had was to change the process that had evolved for doctors to gain information about patients – a process that involved keeping doctors glued to computers rather than keeping them out in the field, so to speak, where they could visit in meaningful ways in face to face conversations with their patients.

Once the doctors became mobile through the iPad and the CPOE app, there was an immediate, measureable and very positive impact in the doctor-patient relationship. Doctors were able to gain substantial valuable time back, time that was then devoted entirely to face-to-face patient visits on a daily basis. Patients were able to sense a difference in terms of the quality of engagement, and doctors were able to specifically hone in on what patients needed right at the point of their interactions.

Having iPads in hand, providing immediate patient information, vitals, and other valuable insights literally at their fingertips changed the doctor-patient relationship from a reactive to a proactive one. Proactive engagement, in turn, allowed patients – as well as other family members – to collaborate on medications, treatment alternatives and medical reviews. Ottawa Hospital officials say that engaged patients take a much stronger interest in their own treatments, a perhaps subtle but significant change that increases overall treatment benefits.

These are but two of numerous examples of where the real value in mobility is to be found in the healthcare industry. Whether engaging with an insurance company, a pharmacy or a doctor (or a nurse or an intern…you get the picture), mobility drives immediate engagement with caregivers. It is the immediate engagement between the caregiver and patient that makes the difference.

Other mobile app examples include those that provide secure, real time patient data – an extremely valuable service in the emergency room, those that monitor patients through their mobile devices, and those that communicate real time information – whether between doctor and patient, or doctor and doctor in consultative situations.

The bottom line is that consumer apps that do very simple things are of likely very little value – and simply not worth talking about. Those that aid doctors, emergency rooms, nurses, and so on, and those that drive better patient-health provider/doctor engagement or that monitor health from the perspectives described here, are the real mobile applications that matter in any discussion of mobile healthcare.

Tony Rizzo has spent over 25 years in high tech publishing and joins HealthTechZone after a stint as Editor in Chief of Mobile Enterprise Magazine, which followed a two year stretch on the mobile vendor side of the world. Tony also spent five years as the Director of Mobile Research for 451 Research. Before his jump into mobility Tony spent a year as a publishing consultant for CMP Media, and served as the Editor in Chief of Internet World, NetGuide and Network Computing. He was the founding Technical Editor of Microsoft Systems Journal.

Edited by Rachel Ramsey

Via Chatu Jayadewa
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Social platform helps users care jointly for a loved one

Social platform helps users care jointly for a loved one | Collaborative Healthcare |

Caring for a sick or elderly loved one can take a significant toll on the people giving that care, yet it can be difficult to recruit help without the expense of hiring a paid professional. Cura is a new, UK-based platform that aims to “bring family, friends and communities together to care for the people around them,” in the site’s own words.


Users of Cura begin by creating a free and secure online community focusing on the loved one who needs care — an elderly parent, say. Next they invite family, friends and neighbors to join the site and upload tasks that need to be done to take care of that loved one.


Community members can then instantly see the tasks as they are added and sign up for the ones they can help with, whether it’s making a trip to the grocery store or putting out the trash bins. Cura explains: “No need to make countless phone calls to ask people to help and certainly no need to struggle on alone anymore.”


Cura was built with a GBP 4,000 grant from charity UnLtd. Social entrepreneurs around the globe: time to build something similar in your area?



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Rescooped by jamesjbeck from healthcare technology!

4 Ways to Improve Clinical Document Capture

4 Ways to Improve Clinical Document Capture | Collaborative Healthcare |
“Business Week predicted the paperless office in 1975, when it was thought that computer records would completely replace paper. In the next two decades after that pronouncement, paper use doubled.”


This quote is taken from Persistent Paper: The Myth of “Going Paperless” from AMIA which provides a relevant list of reasons why paper is still widely used in healthcare. Even fully electronic (Stage 7) hospitals still receive high volumes of paper from outside providers.

Via nrip
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Rescooped by jamesjbeck from IT Innovation & Social Collaboration!

IBM Connections 4.0. About to go public... - Stuart McIntyre

IBM Connections 4.0. About to go public... - Stuart McIntyre | Collaborative Healthcare |

News from the IBM Greenhouse: We are targeting our upgrade to Connections 4.0 Beta for Thursday July 26th. Connections will be down for the entire day while we upgrade and test the new environment. Less than a week away!

Via Bert Oberholz
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Rescooped by jamesjbeck from Visual*~*Revolution!

A Teacher’s Guide to Social Media

A Teacher’s Guide to Social Media | Collaborative Healthcare |

Some teachers embrace technology and social media. Others lurk. Many ignore. So what does the average teacher do if they’re somewhere in the middle? Why, use the handy infographic from Online Colleges of course!

Above you’ll see a guide to who is using social media (pretty much everyone is aware of it) to which actual social networks they prefer.

Via Andrea Zeitz
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Rescooped by jamesjbeck from Analytics & Social media impact on Healthcare!

Social Media Gets an A+ For Use in Healthcare

Social Media Gets an A+ For Use in Healthcare | Collaborative Healthcare |
Social media has mostly been talked about in the negative when it comes to hospitals and healthcare organizations.

Data breaches – Confidential records, with personal info like Social Security numbers, leaked to the public. Doctors talking about patients on unsecured iPhones and other devices.

It’s all happening, for sure. But some good things are happening too, when it comes to social media and the healthcare world.

According to Rebecca McNeil, educational content manager,, “Hospital marketing and HR departments seem to have embraced social media right away, specifically Facebook and Twitter,” she said in an interview. “It’s a customer-service-driven industry so these platforms are a great way to engage current and prospective patients.”

McNeil noted that one of her company’s clients, Cleveland Clinic, has a cover image on Facebook promoting their recent top ranking in U.S. News & World Reports Best Hospitals issue. “In fact, they were ranked #1 in cardiology and heart surgery. This is a great thing to promote to potential patients.”

In addition, current and past patients showed their support on the Facebook page, “which drove engagement,” she revealed, while the demographics for Facebook tend to work better for hospitals.

As for Twitter, its many users may still be too “young,” typically at ages 18 to 25, to really care about healthcare. But Facebook, on the other hand, popular with women ages 45 to 65, is a keeper. “Seems to me those are the decision makers in the family for where to seek medical treatment!” McNeil said.

Hospitals are also a great fit for Facebook because it’s a source of peer recommendations, McNeil added. “If you see your Facebook friend posting praise on a hospital’s business page, you will definitely think about going to that hospital next time you need a medical procedure.”

Hospitals should not be afraid to ask people to recommend them on Facebook (you can actually ask for recommendations from your “likes” right on Facebook) and to like their status when they post something engaging – like a patient success story.

And it’s not just for patients. McNeil said that HR departments are “now partnering with marketing departments to help them learn how to use social media for recruitment” of medical personnel, using similar tactics. Some healthcare organizations, like MedStar, which considers recruitment to be business development, run social media channels just like a marketing department, she reported.

And finally, there are the patients, who may just be the biggest beneficiaries of new media. McNeil said that educating the public on diseases and answering common health questions through social media is not only smart marketing, but may even keep a community healthier, referencing Cleveland Clinic, which does this all the time on its Facebook page.

Another healthcare organization using social media, Tufts Medical Center, created “Tufts TV” to give advice on everything from “Does Chicken Soup Really Cure the Common Cold?”, on their Fact or Myth program to address serious medical conditions.

Social media even gets high marks from the public relations side of the house. A story at showcases 20 hospitals that use it well, including Mayo Clinic, where patients can connect online with each other, to Rush University Medical Center in Chicago, where doctors blog and were even able to share updates with readers and patients on the relief efforts that followed the earthquake in Haiti in 2010.

“Content is king these days,” said McNeil. “Social media is a great platform, because it reaches so many people, to share that content.”

Via Chatu Jayadewa
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Older Adults Active On Social Media Are One-Third Less Likely To Suffer From Depression

Older Adults Active On Social Media Are One-Third Less Likely To Suffer From Depression | Collaborative Healthcare |

Regular social media use can stave off depression among older users.  

According to a study by  by Shelia Cotton, a sociologist at the University of Alabama, Internet and social media users over the age of 50 may reduce their chances of suffering from depression by one-third compared to those who do not participate in social media.

Cotton’s analysis include 8,000 men and women over the age of 50.  


The study conducted a survey distinguishing those who actively use the internet, and then evaluating participants for mental health issues.

The findings?  Depression does increase with age, and affects around 13% of the population by age 85.


Participants who used Twitter and Facebook were one third less likely to develop systems of depression than those who don’t use social media.

Regular online activity can help to decrease social isolation, especially among those who may have impaired mobility to keep in contact with friends and family, and helps to expand social circles, according to Medical Daily.  


A separate University of California study showed that regular online use stimulates nerve-cell activity and may also assist in increasing brain function in older adults.

The majority (53%) of Americans 65 and older use the internet regularly, and 13% of US adults age 50+ are on Twitter, according to Pew Research Center.  The University of Alabama study also showed that the main reason other adults are not participating in social media websites or using the internet in other ways is due to lack of knowledge of the Internet and/or access to the Internet.

The complete study will be published in the journal Computers in Human Behavior.


By Marissa McNaughton


Via maxOz
Kirk Fontaine's comment, July 28, 2012 9:28 AM
I totally agree with the study I am in over 50 category and I have been part of social media and even before social media since 1999
maxOz's comment, July 28, 2012 7:53 PM
Thanks Kirk for your input and comment, have a great weekend!~ Cheers Michele
Ashley Shindler's curator insight, July 27, 2014 5:20 PM

This article has not been published yet so I am sure findings are still going on. But this is interesting to know.

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Social ROI and the healthcare professional: money and/or service?

Social ROI and the healthcare professional: money and/or service? | Collaborative Healthcare |

Howard Luks (@hjluks) writes:


'There are many physicians out there who practice, not to bring in as much $ as possible, but to help as many people as possible'

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Rescooped by jamesjbeck from IT Innovation & Social Collaboration!

Building a Social Business: Start with Email Changes

Social business is all great in theory and recent studies show that executives now think it is a key strategic initiative for them...

Via Bert Oberholz
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Rescooped by jamesjbeck from IT Innovation & Social Collaboration!

How Play at Work Makes Work.. Work

How Play at Work Makes Work.. Work | Collaborative Healthcare |

It’s a touchy subject: does promoting “play” (or gamification) at work actually make your employees more engaged?

Via Bert Oberholz
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