« Les pouvoirs publics ont mis sciemment les hôpitaux en déficit en 2014. » La Fédération hospitalière de France n'a pas pris de gants,...
En 2014, le déficit des hôpitaux s'est élevé à 398 millions d'euros. La Fédération hospitalière de France (FHF) dénonce la stratégie d'abandon de l'hôpital public par l'Etat. Elle met en avant le milliard d'économies réalisé l'année dernière.
Cybersecurity and healthcare IT are both burgeoning areas of business. Put them together and you have a volatile mix of emerging technologies, security and privacy risks, and regulatory requirements—but also a lot of opportunity for growth and improvements.
It’s no surprise that doctors and hospital administrators are concerned with security. The healthcare industry is a top target of cyber attacks (see the Anthem data breach), and it has highly sensitive information about large swaths of the population.
But a new survey from MedData Group in Topsfield, MA, shows that physicians have very different opinions about cyber threats as compared to administrators and health IT professionals. The survey was done in June and polled 272 doctors and healthcare workers around the U.S.
A key finding is that doctors gave lower ratings to their organizations’ abilities to counter cyber crime than did hospital administrators and IT personnel. The chart below shows 21 percent of doctors rated their clinics’ cybersecurity systems as below average, as compared to only 8 percent of administrators and IT workers. (Not surprising, perhaps, but I’m going with the doctors on this one.)
Another difference of opinion is in where the greatest vulnerabilities lie. Administrators tend to cite e-mail and messaging systems as the top weakness, while doctors also list electronic health records, mobile devices, and patient portals:
What everyone seems to agree on is where the threats are coming from. Across all healthcare staff surveyed, the top risks cited are malicious outsiders, malware, and hacked mobile apps, with application or network failures coming in after that:
Another point of agreement is on what will drive change. Eighty-three percent of respondents said the top driver for securing sensitive data in healthcare organizations is the need to comply with standards and regulatory requirements.
The healthcare industry has enough to worry about without getting hacked, of course. Sadly, this is the reality in any sector whose companies and organizations have access to a lot of valuable information. Now is the time to listen to those on the front lines—before the next big attack is discovered.
Le CHU de Dijon lance sa propre plateforme de crowdfunding pour financer des projets tournés vers les patients et usagers.
La direction générale de l’offre de soins (DGOS) et l’Agence technique de l’information sur l’hospitalisation (ATIH) livrent un état des lieux complet des sy...
When you think of industries that are obvious candidates for Instagram, food, fashion and travel make the short list. The delicious. The beautiful. The adventurous. These were the early adopters of the visual storytelling platform that helped build a community of more than 300 million.
Meanwhile, the healthcare industry has been a little slow to innovate around Instagram. The sick. The wounded. The infirmed. It’s not pretty. But what it lacks in beauty, it more than compensates with drama. People love to talk about healthcare. And those people have Instagram accounts.
So how can healthcare marketers capture photos on Instagram to amplify their brand story? Here are five examples:
Does your hospital have an Instagram account? You might want to sign up for one, quick!
Les missions de l'ATIH évoluent.
Désormais :
L'Agence technique de l'information sur l'hospitalisation est chargée :
1° Du pilotage, de la mise en œuvre et de l'accessibilité aux tiers du dispositif de recueil de l'activité médico-économique et des données des établissements de santé mentionné à l'article L. 6113-8 ainsi que du traitement des informations mentionnées au même article ;
2° De la gestion technique du dispositif de financement des établissements de santé ;
3° D'analyses, études et travaux de recherches sur les données des établissements de santé ;
4° D'apporter son concours aux travaux relatifs aux nomenclatures de santé, menés pour la mise en œuvre de l'article L. 161-29 du code de la sécurité sociale.
5° De la conception et de la réalisation d'études sur les coûts des établissements et services mentionnés à l'article L. 314-3-1 du code de l'action sociale et des familles.
A good understanding of Google Adwords is important to effectively market your hospital.
One of the many factors you must consider when developing your hospital’s marketing strategy is whether to make your focus local or national. Your choice will have a big influence on what your over…
Depuis début juin, les patients du centre hospitalier de Niort peuvent eux-mêmes créer leur carnet de santé numérique. Une première en Deux-Sèvres.
Pour accompagner le développement de la prise en charge ambulatoire dans les établissements hospitaliers, Elior Services Santé lance le 1er chariot connecté
In 2014, I visited a friend of mine who works in the administrative section of one of the biggest hospitals in Lagos and he took me on a tour of the hospital, which had just enlarged its operations at the time.
My friend showed me the new equipment in the hospital, their functions and uses, as well as a few other projects that the hospital planned to start in the future. I was impressed.
Later, we ended up in the canteen and ate lunch. The food was great. As we were about to step out of the canteen, the chief medical director of the hospital walked in. My friend introduced me to her. A very nice woman I must say.
Immediately she heard my name, she inquired if I was a journalist that the name rings a bell. Of course, I introduced myself as a columnist who writes about digital media.
She shouted “Yes, The PUNCH. Right?” I nodded in response. Our conversation kicked off. We chatted for about 40 minutes. As she saw me off to my car, she said “Mr. Bankole can you share how we can enhance our services on social media next Thursday?”
Since my schedule was pretty tight on the following Thursday, we made it another day.
Recently, I got a call from her appreciating my kind gesture and telling me how their medical services had improved with the help of social media.
Injections and Twitter don’t correlate at all. But now they have a relationship. How can social media help hospitals?
Infuse the social media culture: Begin with the staff of the hospital. Surprisingly a good number of them use social media very well. Make it an in-house culture before an outsider catches the vibe. Once the hospital staff recognises this as a culture, they will be set in tune to help the hospital achieve its goals.
Tell good stories: No one knows you better than yourself. No one knows the hospital better than the people working there. If the hospital has a website and active social media channels, then let them tell its story. The patients can also share their stories and experiences. This can fetch the hospital more customers, as well as help it to educate people and gain support.
Make every point human: The hospital atmosphere is expected to be warm and friendly, but some hospitals fall short of this. I have seen nurses get unreasonably angry. This leaves the patients in awe. The official social media platforms should be given to patients right from the reception or given to some patients during the discharge process. Recently, a patient complained via Twitter about waiting for a long time before he eventually saw a doctor. Immediately, the hospital social media team rectified it. When patients are treated as human beings even on social media, it’s more rewarding for both parties.
Share health tips: Let your giving hand precede your receiving hand. A lot of people out there have no clue about some common health tips. For example, the habit of drinking water immediately after waking up in the morning among the Japanese. Hospitals can share tips on weight loss, stress management, fertility etc. All these will help your customers and prospective customers as well.
Make use of videos and photos: People relate more with what they see. Good videos will help the hospital tell more stories about itself. YouTube is free and it’s a good avenue to share your videos. The hospital can share videos about its new equipments, its new processes/services and more.
Word of mouth matters: All forms of marketing still rely on oral communication. I call it referral. Referral can work best in someone who has a good experience and decides to share it with other people. This will, no doubt, work best for hospitals. A patient’s experience is definitely paramount. Twitter is today’s best way of making referrals. Simply put, Twitter is word-of-mouth on steroids. Twitter is free, but it might cost the hospital a little to training its staff.
Build a community: In February my wife was admitted in a hospital. I couldn’t visit her for two days because I was out of town. On getting to the hospital when I arrived, as I approached the doors of her ward, I heard her giggle. I wondered what could have made a sick woman laugh so loud. She and a new patient that was admitted recently were having a good time chatting and sharing family stories. Today, that patient is a family friend. The hospital can build a Facebook community for former patients, current patients and future patients. It serves as a forum for patients to interact with the hospital
With constantly hearing that social media causes trouble, it's nice to know that it is improving the mood, and its at a hospital at that which is awesome.CN
Premier site français d’information en continu sur les technologies de l’information et de la communication (TIC, NTIC) dans la santé - TIC santé
Plus de 100 patients ont été traités grâce à ce système de chirurgie stéréotaxique de pointe dont il existe 25 exemplaires au monde…
Derrière ce titre un peu provocateur se cachent en réalité deux phénomènes : d’un côté, l’intérêt croissant d’optimiser le parcours patient lors de son séjour à l’hôpital et de l’autre, l’avènement de technologies simples et pertinentes qui...
Premier site français d’information en continu sur les technologies de l’information et de la communication (TIC, NTIC) dans la santé - TIC santé
Pour la première fois dans la région, une borne interactive permet aux patients de créer leur propre dossier médical personnel à l’hôpital de Châtellerault.
Laura Markowski used to worry every time a text alerted her that a patient had posted a negative review online of a doctor at her health-care system.
She’s in charge of “reputation management” at a group of hospitals and clinics in Virginia, and it’s her job to monitor complaints about rudeness, long waits, lack of face time with a doctor or something more serious.
But after several months of reviewing comments in real time on nearly a dozen Web sites, including Healthgrades.com, ZocDoc.com and Google Plus, as well as Facebook and Twitter, she’s calmer.
Most reviews have been “one-offs for different physicians,” she said, not focused on just one doctor or group practice that would raise a red flag.
Markowski is part of a new and urgent effort by hospitals and health systems to track and control their online reputations. As out-of-pocket costs for health care have risen, people are increasingly shopping for their medical care and comparing reviews. And younger consumers who have grown up on Yelp and Rate My Professors expect the same seamless, digital experience with health care that they have used in other aspects of their lives.
Cox Business commercial: 'Doctor's Office'(0:43)
At a recent meeting of the American Hospital Association in Washington, D.C., Nancy Agee, the chief executive of the Carilion Clinic health system in Virginia, showed this commercial to poke fun at the way health-care has long ignored the patient experience. (Cox Business)
Patient satisfaction, long ignored by the health-care industry, is a strategic priority for another simple reason: It’s playing a more important role in determining how the federal government pays hospitals. In the last three years the government has been taking into account patient satisfaction data when determining how much to reimburse hospitals for Medicare patients.
But putting hospitals and doctors into the online rating world is fraught with possible problems. For one, patients and doctors have widely differing expectations.
When patients are asked to rate how doctor quality should be measured, clinical outcomes, such as getting cured of a disease, rarely come up, said Lisa Suennen, who advises health-care companies. Patients talk about whether a doctor or nurse was kind to them, or whether their experience was fast and convenient. It’s assumed that the doctor is going to treat their illness or condition.
Physicians, on the other hand, go straight to the clinical. The cancer is gone. Or the person can walk again. “They don’t even talk about the other stuff,” Suennen said. The two groups “are really disconnected.”
Physicians are not eager to be rated like restaurants. It’s hard for them to wrap their minds around the process, because taking care of patients is exceptionally complex, said Adrienne Boissy, the chief experience officer at the Cleveland Clinic.
“We don’t have consumers, we have patients,” she said. “Health care isn’t necessarily like shopping at Target.”
And some experts fear that the focus is more on burnishing the online reputations of doctors and hospitals than improving delivery of care.
When one of the doctors at Carilion Clinic receives a rating of 3 or below (out of 5) on one of several online rating sites, this text message shows up on Laura J. Markowski’s phone. (Courtesy of Laura J. Markowski)
“My wish is that less effort would go to trying to look good and more effort in actually being better,” said Bob Kocher, a former health-care adviser to President Obama who is now an investor in health-care IT.
Information in real time
At the Roanoke, Va.-based Carilion Clinic system where Markowski works, new technology has allowed her to see real-time information about more than 500 doctors since March.
On average, Markowski gets about two negative reviews a day. (A score of 3 or lower, out of 5). Some days there are none. A few weeks ago, she received seven negative reviews, all for doctors who hadn’t been rated before. One scored 1.9 out of 5 because the patient waited more than 45 minutes and had only a few minutes with the doctor. Another review complained about a rude receptionist. Most negative ratings have to do with wait times and scheduling.
How Carilion will share that information is still being decided. But doctors will be aware that the system is monitoring the ratings sites. “If a trend is established, it will be addressed,” she said.
Another option: Carilion may use the technology to survey patients and then push positive comments back out to the ratings sites. That way, an Internet search may display the newest positive comments ahead of older negative reviews.
“Right now when we get positive feedback, we just send it to the physician or practice,” Markowski said. “We don’t share it with everybody else, and that seems like a missed opportunity.”
Binary Fountain, the McLean, Va., company that provides the software to Carilion, analyzes online consumer feedback and divides it into 37 categories, including office staff and bedside manner. “If someone writes that ‘Dr. Smith seems very smart but he only spent 3 minutes with me,’ ” the doctor scores a 5 for competency but maybe 3 on beside manner, said Ramu Potarazu, the firm’s chief executive.
Even the Cleveland Clinic, one of the country’s most prominent medical centers, felt the digital pressure. It rolled out its own doctor rating site in April for more than 1,550 doctors. Responses are drawn from a patient satisfaction survey required by Medicare, which many hospitals use internally to target areas for improvement.
Unlike some sites that rely on one or two reviews, Cleveland Clinic displays only ratings for doctors who have been reviewed by at least 30 patients. Ratings — one to five stars — are updated weekly and include negative as well as positive comments.
Doctors such Eric Klein, 59, a urologist, had misgivings at first. “Occasionally, patients have sometimes unrealistic expectations about the medical outcome,” he said. But instead of a flood of negative comments and scores, doctors have had “overwhelmingly positive” ratings, he said.
Other health systems that now have their own ratings site include the University of Utah, Piedmont Healthcare in Atlanta and Integris health in Oklahoma. At the University of Utah, which operates four hospitals, officials have cut wait times and significantly boosted patient satisfaction scores.
[Doctors often score high with patients on rating sites]
Some companies are trying to help doctors improve ratings by keeping them better connected to their patients. HealthLoop, a Mountain View, Ca.-based company, offers doctors daily follow-up with patients through “virtual visits.” Patients are e-mailed set questions, advice and reminders tailored to their illness or condition — a knee surgery patient will be asked about new swelling and shown photos of how to keep the leg elevated — and can e-mail questions and photos back to the doctor’s office. This allows doctors to zero in on the people who need immediate attention.
The result makes for happier patients, said Todd Johnson, HealthLoop CEO. When HealthLoop asks them to post their positive experiences to doctor rating sites, they willingly do so.
“It becomes an amazing marketing engine,” he said. One large West Coast hospital recently raised its patient satisfaction scores by 11 percent after signing up with HealthLoop, he said.
Focus on social media
Markowski, 31, used to juggle several duties at Carilion, but it was a struggle to keep up. Now social media is her sole focus from the moment she wakes up to right before bedtime.
Much of her time goes to answering online questions from people such as Laura Thomas, an ophthalmic assistant who needed help finding an obstetrician last fall. Thomas heard positive comments about a doctor from a friend but hadn’t found online reviews. She posted a question on Carilion’s Facebook page, Carilion responded with a telephone number, and Thomas called it to follow up.
Thomas, 24, who lives south of Roanoke with her husband and young son, also found her primary care doctor by scouring online sites. She has been happy with that doctor and with Carilion. One time, the doctor had called in a prescription before Thomas arrived for her appointment. And it was the doctor, not the nurse, who responded.
Online reviews are second nature for Thomas’s generation. People who may be reluctant to share feedback face-to-face may find it easier now to do so anonymously, with one swipe through an app on their phone.
“A lot of times people don’t know what avenue to take to express their feelings about their treatment,” she said. “Nowadays you just go online and hit 5 stars or whatever as you’re walking out the door. You just pull it up on your phone. It’s so instantaneous.”
2 milliards d'euros ont été dépensés pour l'informatique et les télécoms dans le secteur de la santé en France en 2013. L'hôpital de demain est en marche et le numérique est au cœur de son évolution.
Video content can be the secret weapon of hospital marketing when it is aggressively integrated into the overall strategic plan—and ahead of the competition
Pour optimiser l’organisation des soins ou améliorer la relation patient-hôpital, de nouvelles initiatives digitales ont émergées au sein des hôpitaux
Mobile health apps and hardware offer intriguing possibilities, though it's hard for providers to tell what models and methods of use are going to stand out.
Soins de qualité (91%), modèle efficace (84%) et performant (79%)… mais en danger (89%). L’hôpital public est plébiscité par les Français. L’institution fait l’unanimité, sans distinction de sexe, d’âge ou de catégorie socio-professionnelle.
Lionel Reichardt, Pharmageek | Conseil, formation et contenus en santé numérique et IA. Une veille pour comprendre et agir : IAtrogénique x IAtus, Morning Routine, vidéos YouTube et livres blancs. Retrouvez mes analyses sur LinkedIn.
