Hôpital & transformations | Équipes, parcours & numérique — Pharmageek

Here are 5 excellent suggestions offered by Marianne Aiello in an article for HealthcareLeaders Media. It’s republished in its entirety.

In 2013 the new millennium officially became a teenager. And like all teenagers, it is seriously addicted to social media. Really, mom and dad should consider limiting its data plan.

Hospitals, however, are still playing catch up in the social media space. There are plenty of excuses, from staffing problems to technical ditziness. But none is acceptable anymore. MySpace, the granddaddy of social media, was created ten years ago. It’s time the healthcare industry got with it.

 An infographic by Demi & Cooper Advertising and DC Interactive Group highlights just where hospitals stand in the social space. Only 26% use social media. No, that is not a typo—just one-quarter of hospitals in the US use any type of social media. Of those,

84% are on Facebook64% are on Twitter46% are on YouTube12% blog

So that’s where we stand. Now let’s look at healthcare consumers.

About one-third of consumers use social sites for health-related matters. And these patients are sharing their experiences, with 44% of respondents saying they were likely or very likely to share a positive experience they had with a hospital.

More notably, 40% said they were likely or very likely to share a negative experience they had with a hospital.

So like it or not, patients are talking about your organization on social media sites. It’s a hospital marketer’s duty to be there to listen, share successes, and respond to complaints. Let’s take a tip from the newly pimple-faced millennium and get social.

Here are five resolutions all hospital marketers should make for the coming year.

1. Tell powerful patient stories.

Perhaps the greatest value of social media is the ability to quickly and easily connect with patients. From there, it’s up to the marketer to make this connection meaningful.

Often, the best way to accomplish this is by telling meaningful, powerful patient stories. Luckily for us, these stories already exist out there. We just have to find them. 

To do this, track any keyword or hashtag that relates to your organization. A third party platform such as HootSuite can facilitate this. If you don’t find much, start soliciting patient stories.

From there, you can share them on Facebook, re-tweet them on Twitter, or write up a blog post, which you can then link to on Facebook and Twitter. In some cases, YouTube may be the best storytelling medium. 

There are countless ways to share positive patient experiences through social media. And the more often you do it, the easier the process will become.

2. Do something innovative.

Another benefit of social media campaigns versus traditional marketing campaigns is that you can afford to take more risks. 

If a marketing campaign bombs, you’ve wasted money on print materials and advertising space. But, in most cases, if a social media campaign misses the mark you’re only real cost is the time it took to execute it. 

Besides, in social media taking a risk can pay off big.

Here are some ideas to get your gears turning:

Live-tweet a surgery to highlight a service lineExperiment with fundraising through FacebookSet up a weekly doc Q&A time on TwitterUse social media to attract new physicians and staffAsk a patient to live-tweet a “day in the life” at your organizationGet creative and see what sticks. As a bonus, local press love to cover innovative hospital social marketing efforts.

3. Take a hard look at risk management.

Of course, using social media to promote your organization has its risks. As much as people enjoy sharing positive feedback online, they seem to enjoy sharing negative feedback even more. It’s the nature of the beast. But this is absolutely not a reason to avoid social media altogether.

Like I said before, social media is about 10 years old. Most people using social media aren’t new. Therefore, most people using social media know that the anonymity users have on some sites turn people into hate-filled harping conspiracy theorists. 

You can just tell when a commenter has taken a couple crazy pills. Most internet users put everything they read online through a filter and, for marketers, this acts as a barrier of sorts. 

That said, there are some steps you should take to mitigate your social media risk. Make sure that you have a comprehensive social media policy for employees and that the policy is up to date. 

Employees should sign a document stating that they understand they are not to post any patient information or any negative comments about the organization. 

I’m amazed at how often I see a high school classmate post on Facebook about how much they hate their nursing job and mentioning the hospital by name. 

It’s also important to make sure all providers understand where the boundary lies when communicating with patients on social media. While you’re at it, ask physicians if they have a public Twitter account or blog where they postulate about anything healthcare related. 

Doctors represent your organization, so it’s critical to know what they’re putting out there. Social media savvy docs can also be great allies when formulating a new campaign

4. Keep an eye on your peers.

The healthcare industry as a whole is behind the curve, but many hospitals are true social media standouts. Keep an eye on these organizations to see how they launch campaigns, respond to criticism, and deal with employees. 

The Mayo Clinic tops the list of social media trailblazers and provides helpful information to other organizations through its Center for Social Media.

 UPMC is also a top organization to go to for social media tips, especially it’s well maintained Facebook page.

And if you’re looking for Twitter inspiration, check out Brigham and Women’s account. They tweet a variety of posts on anything from health topics to hospital rankings to volunteer opportunities.

5. Track everything.

None of this counts if you can’t view the statistics that tell you which efforts are working, which fell flat, which are tapering off, and which have found a second life. Keep count of your followers and likes, of how many people clicked your links, of how long visitors stayed on that blog post. 

This information will help you better tailor future social campaigns and give you solid numbers to report to your superiors.

With these five resolutions, hospital marketers should be able to commit to having a strong presence in the social media world now and for years to come—or at least until the millennium gets its braces off.

Compared to other areas of business, healthcare marketers tend to fall behind in the realm of social media. Part of this problem is figuring out how to walk the fine line between the casual nature of social media, the seriousness of healthcare and the well-being of patients.

It is important for hospitals to be reputable, but not all content shared through a social media account needs to be formal. Think of social media as a place to promote a lifestyle and attract people with similar interests, rather than as a daily newsletter for your hospital or physician group.

It’s important to mix up content with interesting articles you find on other blogs, infographics, recipes and funny pictures. It’s okay to make people laugh; you need to come across as human, rather than a robot churning out posts that were preloaded months in advance.

Showing your human side is especially relevant in healthcare to make patients more comfortable and feel like they have a deeper connection with their doctors and nurses. It will also encourage patients to take more responsibility in managing their health.

If you need help convincing your CEO that social marketing is worth the time and money, check out the new Health Care Social Media List from The Mayo Clinic. It is a compilation of hospitals, physician practices and other health-related organizations in the United States that are actively using social media. You can use this list to see how you stack up against the competition.

However, it’s important to note that the marketing department isn’t the only staff group at a hospital that needs an online presence. Physicians are now using social media to connect with patients professionally, although some have reservations about this new medium.

Many physicians shy away from using social media to communicate with patients because they are afraid of violating HIPAA. Although this is a valid concern, the truth is that the odds of a physician violating HIPAA on social media are the same as in any other environment, including within the hospital and at a social event.

Nicola Ziady explains that HIPAA (in relation to marketing) simply restricts hospitals or physician groups from using private patient information to promote products or services without written permission, and that a patient may “revoke a written authorization at any time.”

Keeping that in mind, Leigh McMillan advises physicians not to talk about patients, even without stating their names, on social networks. This doesn’t mean that you can’t get inspiration for a post from one of your patients, but make the illness or condition the subject rather than featuring the patient.

Once a post or tweet is complete, McMillan recommends applying the “elevator test” before submitting. This means that you should read the post out loud, and if there is any part that you would not be comfortable saying in public, you should not publish it online.

There are two main reasons physicians should take the time to develop an online presence through social media, websites and blogs. The first is to build relationships with patients, and the second is for reputation management.

According to a survey conducted by Avvo, 73 percent of patients research physicians online, and a survey conducted by the National Research Corporation showed that 41 percent of patients search for medical information on social media sites. \

These e-patients search for and read patient reviews, disciplinary history, physicians’ resumes and published articles in order to make an informed decision rather than relying on referrals or word-of-mouth.

Dr. Howard Luks, a member of the External Advisory Board for the Mayo Clinic Center for Social Media, said: “The most meaningful reason to establish a presence is that patients can find you and perhaps learn a bit more about your perspective, approach and rapport with your patient base.”

Another advantage to establishing an online presence is reputation management. Creating content on a blog, Facebook page or Twitter account won’t prevent patients from making negative comments, but it will “drown out or dilute content or comments that exist on many of these physician grading platforms when a patient performs a Google search of your name,” Dr. Luks said. If you have a website that generates content, you can control your messages and ensure that a lot of quality information will pop up in the first page of your Google search.

While healthcare marketers still have some catching up to do, a lot of progress has been made. In the Mayo Clinic’s Health Care Social Media List there are 1,500 hospitals alone that actively use social media accounts to improve brand reputation and retain patients. As an industry, we are on our way to developing best practices through exploration of new platforms and shared successes (and failures).

When a person is looking for a healthcare facility for themselves or their loved ones they are most likely going to do their homework. The first place they are going to look is online.

Your facility’s website, niche social media sites and other online health forums should be providing valuable information and data that can help prospective patients make a decision if your facility is right for them.

Along with having a user-friendly, resource-rich website and active social media channels, you should consider incorporating infographics to share your data and expertise. An infographic is a visual representation of data, information or knowledge. It means taking the data and making it visually digestible by converting it into graphs, charts, maps and visual stories. Without having to read large amounts of text, the viewer is able to process the information and explore a particular topic in a highly engaging way. If created effectively, infographics can drive traffic, build links and raise brand awareness.

If you’re a healthcare facility specializing in cancer treatment you may want to consider creating an infographic with stats on the advancements your facility has made and the number of patients that have had positive outcomes because of the research and treatment you are performing.

Infographics are very effective. With many of us having short attention spans, an attractive image can help absorb information faster and easier. A good infographic can spread quickly on the internet, giving bloggers and writers something to talk about, and you backlinks and exposure, which in turn translates to new patients.

Healthcare Social Media Policies List

Here is a list of Social Media polices developed by hospitals and other health care related groups.  Please send links to publicly posted policies to ed@ebennett.org or add them in the comments below.

Affinity Health System and Ministry Health Care
Social Media Policy and Employee Guidance (DRAFT, but one of the best and most comprehensive)

Boston Children’s Hospital
For Patients and Families 

The Centers for Disease Control and Prevention
CDC Social Media Tools Guidelines & Best Practices

Childrens Hospital Los Angeles
Social Media Use

The Cleveland Clinic
Social Media Policy

Duke University Health System
Facebook Guidelines

Inland Northwest Health Services 
INHS Employee Social Media Policy

Inova Health System
Employee  Policy

Iowa Hospital Association
Blog Comments Policy

Kaiser Permanente
Employee Social Media Policy

LeBonheur Children’s Medical Center
Blog Comments Policy

Lehigh Valley Health Network
Social Media Guidelines

M.D. Anderson Cancer Center
Blog Policies and Guidelines for the Public

Medical University of South Carolina
Employee Guidelines

Mayo Clinic
Participation Guidelines for the Public
Comments Policy
Guidelines for Employees & Code of Ethics

Ohio State University Medical Center 
Social Media philosophy, policy and guidelines

Sutter Health 
Employee Social Networking Policy (includes video)
Comments Guidelines

University of Maryland Medical Center
Social Media Comments Policy

Vanderbilt University Medical Center
Social Media Toolkit – Policies, Education, Videos, etc. An excellent resource

Read more: http://ebennett.org/hsnl/hsmp/#ixzz2hJ1B3zVE

Hospitals have a unique opportunity when it comes to social media marketing – they have so many inspiring stories to tell, but they must also make sure they receive the necessary patient approval.

John Ambrose, social media director for Mount Sinai Health System in New York who also happens to be a lawyer, explained that concerns over legal risks should not stop hospitals from being active on social media.

Hospitals are required to maintain the privacy of their patients as required by the privacy rule in HIPAA, the Health Insurance Portability and Accountability Act, which was passed by Congress in the 1990s.

“First and foremost, these concerns should not completely deter hospitals from developing a social media presence. Throughout the United States, millions of patients regularly use social media to find health information and share their stories and opinions. We have the opportunity to provide them with the content they’re looking for, and in some cases, improve their health and even save lives. Social media also allows us to directly engage with these patients and provide them with a vehicle to voice their praises and concerns,” said Ambrose, who elaborated that it’s a good idea to be prepared, check facts, work closely with the legal team, and constantly monitor hospital social media platforms.

In fact, Mount Sinai Health System (previously The Mount Sinai Medical Center), which first launched on Facebook and has four employees dedicated to social media, is extremely active on multiple social media platforms.

For example, Mount Sinai promoted on Facebook that it was conducting a free skin cancer screening, and the message reached thousands of people.

“The result: we had lines out the door at our Department of Dermatology, but more importantly, we provided essential services to many that would not normally be able to afford them, and even detected potential life-threatening melanomas in some of these individuals,” explained Ambrose.

It also uses social media to:

• Tell patients’ inspiring stories;
• Share information about physicians;
• Provide health tips; and
• Increase awareness around specific health issues such as skin cancer, prostate cancer, diabetes, children’s health, and ovarian cancer.

Mount Sinai uses many visuals, such as infographics and videos, to get information across on social media channels.

Ambrose said that a Facebook campaign in 2012 saw very high levels of engagement and reach. “Cancer-Proof Your Home,” which provided graphics focusing on how to lower chemical and carcinogen exposure in homes, was shared more than 1,200 times and reached upwards of 260,000 people.

“This was one of our most successful posts because people are becoming increasingly aware of the dangers of chemicals, and this graphic provided simple tips that practically anyone can live by,” he said, adding that Mount Sinai also shares content from patients, students, researchers, and employees, on social media.

For example, Ron Gardner, who received deep brain stimulation surgery to treat Parkinson’s Disease, often posts updates on social media, and Mount Sinai shares and responds to those updates through its social media channels weekly.

Mount Sinai has also participated in more than 30 Twitter chats.

In addition, the health system uses social media tools to listen to what staff, students, visitors, family members, and patients are saying about Mount Sinai, and it immediately responds to any negative comments.

It also actively measures return on investment (ROI). On a monthly basis, the marketing team looks at its “subscriber base, reach, audience engagement, interactions with influential users and organizations, and effectiveness of campaigns and individual posts on all of our social media channels.” They use Hootsuite, Google Analytics, Facebook Insights and Twitalyzer to track and measure ROI.

According to Ambrose, social media is critical during crises, such as Hurricane Sandy, for communication purposes. Mount Sinai created a storm hub online that included health and safety tips, live updates, emergency contact information, and other resources on 12 social media channels.

“During the storm, we continued to update the public and staff on the storm’s progress, any closures and mass transit issues, and provided relevant tips based on the actual health emergencies caused by the storm. After the storm, we promoted inspirational patient stories and feats of heroism, commended our volunteers, physicians, students, nurses and staff for their tremendous efforts, and provided important lessons for future health emergencies,” he explained.

Besides Facebook, the Mount Sinai Health System is also on Twitter, YouTube, Google+, LinkedIn, Pinterest, Instagram, Vine, Flickr, Foursquare and WordPress (three blogs), and it has more than 50 social media handles across all of its departments and facilities.

Think big. Start small. Move fast.

In his opening keynote at the Mayo Clinic’s Health Care Social Media Summit, Lee Aaseshared these wise words. They are part of a philosophy that has propelled the Mayo Clinic—traditionally a conservative institution—forward to become one of the most trusted healthcare brands online.

For the healthcare communicators in the room, the words certainly struck a chord. They describe the challenge—and the opportunity—of engaging in a time when it seems like everything changes on a daily basis. Consider: Three years ago, Pinterest, the third most popular social media site, didn’t exist.

Faced with this rapid evolution, how can healthcare communicators advance their goals? It starts with those three short sentences.

THINK BIG.

If your institution is not already active online, the idea of jumping into social media is daunting. But consider: New York Presbyterian Hospital had only been using social media for a few months when Hurricane Sandy struck the city. During the crisis, Twitter became one of the only viable forms of communicating with employees and patients. Now, social media is an essential part of the hospital’s strategy.

Don’t wait until there is a crisis to think about social media channels. Think big. What could you accomplish with digital tools?

START SMALL.

It doesn’t take a social media army to have an impact. Start with small steps, such as creating a single, heartfelt video that tells the story of one of your patients. As Arnold Palmer Hospital for Children discovered with The Tin Man, when your institution sees the impact of one video (or one Twitter feed, or one Facebook page) the door to doing more will open wider.

MOVE FAST.

Finally, remember that social media engagement takes place in real time. As the Mayo Clinic discovered when it first ventured into social media, you can’t form a committee to answer every question. Instead, establish a social media policy and then empower your employees to move fast. Doing so can avert a crisis – or allow you to seize an opportunity online.

Ohio hospitals are increasingly using social media to connect with patients, families and their communities, and this exclusive survey shows why. Hospitals have made it a priority to build relationships, and they are using Facebook, Twitter, YouTube and other channels to engage.  The evidence suggest these efforts are paying off: Many Ohio hospitals are devoting more staff time and/or money to their social channels this year. This study by Mindset Digital and the Ohio Hospital Association demonstrates that the role of social media in healthcare care will continue to grow.

If you search the web for top five HIPAA violations, you will find something similar to the following:

• Lost or stolen Protected Health Information (PHI) on laptops, back-up disks, and portable drives
• Inappropriate access of PHI by employees (i.e. snooping into records of family members or co-workers)
• Improper disposal and storage of PHI
• Computer Hacking
• Releasing PHI to patients in a timely manner

You will find after some research that Twitter, YouTube, Instagram and other social media tools are not even mentioned in the list but not anymore. Social Media tools are going to top the HIPPA violations within the next few years unless your healthcare organization and staff are bound by simple, easy to follow, and well protected social media policy. If you haven’t heard about the Woman Sues Chicago Doctor, Hospital For Posting Photos Of Her Drunk In ER To Facebook and you are managing a doctor’s office or urgent care or hospital then this is the time for a must review of your policy and procedure book.

During the past three years, I had the chance to manage a healthcare organization’s brand presence, both offline and online. I can say that managing the offline presence is little easier because most communications are internal while taking the patients online is what makes the whole marketing and branding process a lot harder not just because you are dealing with very sensitive medical information but because their information will become permanent record on the web and you will have no power to remove it later.

My role within the medical center is called Chief Experience Officer, it’s not just a title for another CEO. It is a job that handles the most important responsibility in today’s experience economy, the responsibility to: manage your daily patients’ service problems, contribute to build strong corporate culture, and to full-fill your brand’s promise.

I will share five practices to minimize any threats and exposure your healthcare organization could take. If  these practices work on the medical practices level then you can scale them to work on the hospital level.

1 – Keep it educational policy.

• Encourage employees to be ambassadors for your brand than to waste time trying to stop them from using social media. Social media networks are extension to your online brand presence and a place where you connect your fans emotionally to your brand. The patient could visit you one time but if the patient follows you online, the connection will mostly stay forever

• The policy awareness should start from the interview and goes along the way during meetings and HR/PR updates. Everyone should be educated about the proper way to use their personal social media accounts and not to mix it with hospital’s use

• Social media is an opportunity to build relationships with patients, the brand naturally is helped by the culture. To have a culture, you need a team, make sure they have real time mindset. Real-time means reacting in real, or near-real time. It’s about relevant action to solve problem that could hurt your brand offline or online and it’s better to manage it offline before it escalated online. Remember, the longer and higher a patient complaint lives in an organization, the more it grows

• Organize educational events inside the hospital via tweetup and Facebook to arise awareness of the social media by discussing a a new HIPPA violation case and how to prevent it happening at the hospital

• To make your policy work, you need to make it friendly, simple and short. Include some tips on agenda books, hallways screens, and optional tips via text messages

2 – Keep a checklist in handy.

•  You want every member of your organization to know the process of how to ask happy patients for online review, the URLs of your social media networks, and understanding the rules of administering your social media accounts

• Hospitals have very strict rules regarding patient privacy. Your marketing or patient experience department need to provide a consent specific for patients who don’t mind appearing on YouTube or Facebook for testimonial. The consent must have the patient full name, signature, along with at least one witness. Scan the consent immediately and shred it afterwards

• Get the patient approval for any picture you take or video you record even if it’s verbal, get the patient to see what will post online and become permanent record on the web

• Try to keep patients information shared online anonymous, with only first name or just nickname

• Keep your camera or video camera inside a safe place. Make it accessible to limited employees

3 – Get your IT department involved in crafting your policy. IT personnel understand computer networks, users permission and privileges, and the basic ways to secure your network, prevent hacking and exposing your shared folders to public. Here are some of the best practices I’ve implemented.

•  Always secure your computer every time you leave your workstation

•  Use privacy screens on all your hospital computers

• Do not store PHI on portable devices unless it’s your off-site backup devices

• Keep your practice management system passwords private

• Separate your operation network from guest network both wired and Wi-Fi

4 – Engage your patients offline to motivate them to come online. You don’t need consent for the following:

• Offer free vitamin B12 for patients who write Facebook recommendation or support a hashtage of your cause

• Make a tablet accessible in the waiting room to show patient’s testimonials and case studies

• Offer free lipo-light session for exchange of sharing their visit experience on Yelp.com

• Make a signage at the gates to offer directions and tips to use hospital’s facilities when they checkin

• Offer patients exclusive access to educational webinars by registering into the hospital’s email newsletter

5 – Do not do the following:

• Do not post patients pictures in your hospital until you get patient’s approval

• Do not tweet or comment any medical information that has no trusted source and always make sure to keep your personal opinion away from the hospital, you can RT or mention but use common sense otherwise

• Do not take any photo or video with your personal mobile, use the hospital’s resources only

• Do not engage into online conversation with your patients unless you are on HIPAA compliant medium

• Do not post any before/after pictures of  patient’s procedures without copyright them in way that can’t be replicate

There’s no sense trying to create a social media policy from scratch (Mayo Clinic & Kaiser Permanente‘s social media policy are available online). Many healthcare organizations have already done some of the work already so adapt their work and change as your business and/or culture needs. Remember, the Internet revolution is still ongoing and new media tools are coming to your business whether you like it or not.

A day is coming where patients visiting your practice or hospital will record the whole visit via Google Glass and upload it to YouTube without your knoweldge!

Business 2 Community
Should Hospitals be on Facebook? Social Media Marketing for the Healthcare ...
Business 2 Community
Across industries, sophisticated organizations are now committing both time and money to their social media marketing campaigns.

By now you’ve read the often-quoted statistics from YouGov; 57 % of consumers have noted a social media connection with a hospital was likely to have a strong impact on their decision to seek out treatment at that facility. And a whopping 81% saw a social media presence as indicative of being “cutting edge.”

You’ve also no doubt read that 80% of internet users have looked up health information online.  From these well-circulated numbers we know that patients are online and they expect, nay, they want your hospital to be online as well.
In response to these numbers, you’ve established your Facebook page, set up your Twitter account, rolled out a YouTube channel and joined the increasing number ofhospitals jumping into Google Plus.  You’ve bought into the theory, now it’s time to focus on the practice.

Let’s look at five ways your hospital can begin making effective use of social media engagement.

1.  Prevention

Make use of your Google Plus/Facebook/Twitter feeds to share general health and wellness information with your local community.  Many hospitals are now sharing timely health & safety tips regarding staying safe during the holidays.  Here are three examples of the types of content being shared just in the past few days on Google Plus from some of the official Hospital accounts I follow .  National Library of Medicine   The CDC  Botsford Hospital

2. Reducing Patient Anxiety

Let’s face it, not many of us become awash with anticipation over our next trip to the hospital.  Social media channels give your facility an opportunity to help put patients more at ease before they set foot between your walls.  Dr. Howard Luks mentions in this interview  that patients who’ve stopped by his website are more comfortable when they arrive at his office, having gotten a feel for their doctor via his YouTube posts.   Your hospital’s YouTube Channel and/or hospital blog could give your patients a chance to see some of your own health professionals, putting a (hopefully welcoming) face to your facility and offering a preview of what to expect when they arrive in person.

3. Communicate Wait Times

Though not a widespread practice at the moment, some healthcare facilities have begun using social media platforms such as Twitter to keep their community updated on wait times.  They find it helpful to inform the public of what to expect before they get to the hospital and see this practice as a means of showing the community they take communication with their patients seriously.

4.  Emergency Response

We’ve already written about this topic in the past, so feel free to check out our platform blog post for a handful of tips on using social media to help respond to and prepare for emergencies.  Though Social channels could not replace current emergency response approaches, it could be used to help bolster current emergency response strategies.  For supplemental reading on this subject, have a look at the role social media played during the H1N1 situation from 2009.

5. Educating and Informing

This is a broad topic so let’s focus on one  of the newer aspects of patient and community education.  One of the hotter trends in hospital engagement is bringing your social media channels into the Operating Room.  Seeking to attract buzz as well as educate their patients by offering them a peek behind the curtain so to speak, hospitals are using Twitter in the OR and educating their community by answering questions during the procedures .

Le CHRU de Lille, qui compte pas moins dix hôpitaux et de nombreuses cliniques, gère plus de 1 300 000 consultations médicales et stocke ainsi plus de 420 000 examens d’imagerie par an.

Afin de faciliter la gestion de ces résultats d’examens, le CHRU de Lille s’est doté d’une solution PACS (Picture Archiving and Communication System) édité par Philips healthcare (www.healthcare.philips.com/fr_fr/). Mais au-delà de cette unique solution, un système plus global d’hébergement des données numériques est mis en place au travers de deux autres acteurs que sont Colt (www.colt.net/fr) pour la gestion des transferts d’information et Grita (www.grita.fr) pour l’hébergement agréé de données de santé.

SAINT-MALO, 25 novembre 2013 (Direct Hôpital) – Prise de rendez-vous par Internet, bornes d'accueil, utilisation de tablettes... Ces fonctionnalités permettent d'améliorer les relations entre l'hôpital, la ville et le patient. Et aussi de faciliter certaines tâches.

Alors que le programme hôpital numérique avait pour but d'informatiser les établissements de santé, il est maintenant temps de les connecter aux patients et à la ville. Tel est le message qu'a fait passer Christophe Mengual, responsable du département éditions de progiciels du SIB (Syndicat interhospitalier de Bretagne), lors d'une séance plénière jeudi aux Journées des Adhérents, à Saint-Malo (Ille-et-Vilaine)

Après quelques minutes de prospective pour évoquer  les hôpitaux "en passe de devenir des agrégateurs d'objets connectés", l'informaticien a présenté des fonctionnalités du Dossier patient informatisé (DPI) Sillage, développé par le SIB.

Le CHRU de Lille a mis en place cette année une solution de prise de rendez-vous sur internet. Celle-ci est intégrée à la suite de services de télésanté Alfa Lima, développée par le SIB. Pour l'hôpital, qui traite 20.000 rendez-vous par semaine, ce service a contribué au désengorgement du standard téléphonique.

5.000 rendez-vous ont été pris par Internet depuis février 2013, ont expliqué les professionnels du CHRU. "Ce service est apprécié des jeunes car il permet de prendre des rendez-vous après sa journée de travail, directement sur le site du CHRU", a témoigné le Pr Damien Subtil. Cinq services de l'hôpital proposent les e-rendez-vous, dont les consultations prénatales.

"E-rendez-vous s'inscrit dans un projet global d'ouverture vers l'extérieur", a souligné Annick Pigot, directrice adjointe. L'hôpital a aussi mis en place un système de rappel des rendez-vous par SMS. 6.000 messages sont envoyés chaque semaine (lire aussi : Rappels de rendez-vous, suivi des traitements: les SMS, meilleurs amis des médecins ?) ce qui a pour effet de réduire le nombre de rendez-vous manqués.

De nouvelles fonctionnalités peuvent aussi être mises en œuvre durant la consultation. Christophe Mengual a présenté un prototype d'application permettant de mettre à jour le dossier patient Sillage à partir d'une tablette ou d'un smartphone. "C'est simplement un essai technique, pour prouver que cela fonctionne et que nous pourrons le développer pour les établissements demandeurs", a-t-il précisé à Direct Hôpital.

Le principe de l'application est de se synchroniser avec le dossier patient informatisé de l'hôpital, afin de pouvoir le mettre à jour avec toutes les fonctionnalités mobiles : appareil photo, caméra, dictée, etc. Les informations ne sont pas stockées sur l'appareil mobile, mais transférées directement dans le dossier patient grâce à la connexion wi-fi sécurisée de l'hôpital.

La dictée numérique a été un autre axe de travail du SIB, qui l'a intégrée à son dossier patient. Contrairement aux dictaphones classiques, la dictée numérique permet de lier un fichier sonore avec un patient, sans risque d'erreur. Les pertes de K7 audio sont aussi éliminées.

Enfin, après la consultation, la solution Sillage permet l'échange documentaire entre applications. "Le DPI a pour ambition d'être l'agrégateur des documents médicaux au sein du SIH", a expliqué Christophe Mengual. Le SIB a aussi développé Alfa Lima – qui peut être alimenté par Sillage - afin qu'il soit utilisé comme un DPI dans les réseaux de soin.

Quant au patient, il peut accéder à un espace personnel sur le site de l'établissement. Il y retrouve ses factures, ses convocations, ses comptes-rendus, etc.

"On peut imaginer que des établissements partenaires, d'autres établissements hospitaliers, des maisons de retraites, puissent alimenter ces dossiers", a conclut le responsable du SIB. "La force juridique de ce dialogue, n'est pas le sujet, mais au niveau technique, le patient pourrait retrouver au même endroit l'ensemble de ses correspondances au sein d'un même bassin géographique". De quoi permettre à la convergence ville-hôpital de devenir réalité. /mb

Source: http://www.directhopital.com/Des-applications-utiles-autour-du-dossier-patient-informatise-NS_1298.html#ixzz2mRFBKnC8

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