TRANSFORMING CARE THROUGH THE POWER OF SOCIAL MEDIA: TRENDS AND OUR COUNCIL’S JOURNEY SO FAR...

Ajay Puri | Communications & Engagement Leader at @BCPSQC | @ajay4quality

Educator Network Day | March 2013

Before we get started …

Share what you are learning, ask questions or chat with others on Twitter!

#ednet13

Poll

How would you rate your experience with social media?

a. Newbieb. Amateurc. Comfortabled. Superstar

Our Vision

A sustainable health care system built on a foundation of quality.

Our Mission

Provide system-wide leadership through collaboration with patients, the public and those working within the health system in a relentless pursuit of quality.

What is it that you do?

What is it that you do?

How would your elevator pitch sound?

Turn to Your Neighbour & Share:

Share your elevator pitch!

Well, let’s try something different.

Well, let’s try something different.

Let's SPARK change by using novel tools.

Well, let’s try something different.

Let's SPARK change by using novel tools.

It's about experimenting and being bold.

Well, let’s try something different.

Let's SPARK change by using novel tools.

It's about experimenting and being bold.

Some ideas won't take off, but some will. The ideas that take off are those that will transform what we do.

Oct 08, 2:59pm “Fyi @CityofVancouver the public water fountain at Ontario & Broadway no work. Hope someone can fix it. Thanks! twitpic.com/6x9c8u”

Let's take an issue.

Engage the community.

Take an action.

Your Media!

Your Media!

Our

1. Ownership.

2. Measuring success.

3. Changing behaviour.

#ednet13 | @ajay4quality

What did CPSI try?

#ednet13 | @ajay4quality

A Hand HygieneVideo Contest!!

• It’s all about the people – “viewers choice”

• Videos posted to Facebook and YouTube.

• Votes = Likes on Facebook

How CPSIlaunched thecampaign

House keeping staff at Maimonides Geriatric Center in Quebec

Hand HygieneAcross Canada

Mrs. AViewers ChoiceWinner

Chatham-KentHealth AllianceIn Ontario

Hard Data•1025 votes cast•54,000 post views on Facebook (up 154%)•Doubled their Facebook followers•1300 comments on the hand hygiene videos (compared to almost no comments on posts previously)•~3500 views of the videos

Outcome of Hand Hygiene Video Competition

Hard Data•1025 votes cast•54,000 post views on Facebook (up 154%)•Doubled their Facebook followers•1300 comments on the hand hygiene videos (compared to almost no comments on posts previously)•~3500 views of the videos

What's Next:• Sustainability (Med Rec Video Contest)

Outcome of Hand Hygiene Video Competition

All time watchedHand HygieneVideos

University of GenevaHospital170,000 hits, first video(Nov 17, 2009)

University of Geneva Hospitals~170,000 hits, first video (Nov 17, 2009)

All time watched Hand Hygiene VideosJefferson University Hospitals ~115,000 hits (Jan 31, 2011)

What is the most all-time watchedvideo online?

Most all-timewatched video

PSY – Gangnam Style~1.4 Billion hits!!(July 15, 2012)

PSY – Gangnam Style~1.4 Billion hits!! (Jul 15, 2012)

The Next Sensation?!Global Handwashing Day~98,00 hits (Oct 12, 2012)

Why is this important?

Why use online tools?

16% of daily searches have never been searched before

What’s the largest social network?

Largest social network in the world with 1 billion+ users

In Canada, 18 million members have accounts

Two thirds of us log-in daily

Of those that are online, 4 out of every 5 have an account

Pew Internet Surveys (Generations 2010)

What are people doing online?

Adapted from Josh Bernoff's POST (2007)

Adapted from Josh Bernoff's POST (2007)

BCPSQC Journey…just beginning!

Communications & engagement to …1. Support efforts to improve quality of care2. Build social movement thinking into quality 3. Engage at a wide scale – strong ties/weak ties

Through …Engagement | Storytelling | Digital strategy

BCPSQC Communications & Engagement Strategy

• Email newsletter using • Targeted, personal emails• Partner emails

Email Marketing

1. The Look2. Database Management3. Two-way Dialogue (Engagement Pyramid)4. Statistics

Newsletters ~ The Digital Way

The Engagement Pyramid

Gideon Rosenblatt, Former Groundwire Executive Director

Things we can do now with emails:

How many people do you think read your entire email?

18-26% open

2-5% click

98% receive your email

2% soft or hard bounce.

a few mark as junk.

0.2-0.5% unsubscribe.

1-3% take action

How many people do you think read your entire email?

Courtesy of @mrbenjohnson

207 presentations uploadedAt Quality Forum 2012 we had:• 3 plenary presentations• 88 breakout session presentations• 16 critical care network presentations• 10 Heath Talks presentations• 18 Social Media Camp presentations

Slides Shared Via

• Promotion• Storytelling• Documentation• Education

Video

Unique opportunity to: 1. Engage with colleagues (strong & weak tie)2. Disseminate ‘calls to action’ to large audiences 3. Increase awareness of issues4. Build and strengthen communities5. Promote learning from events

Trusted voice on health quality Support the work of our partners Empower staff and those interested to use Twitter

to grow interest and involvement in the health quality agenda

BCPSQC Approach

@BCPSQC

@BCSQAN @BCSepsis @BCQualityForum

Trus

ted

The

Conv

ersa

tion

Organization

Initiatives

Our Strategy on Twitter (THE JOURNEY SO FAR)

Staff

TWITTER STRATEGY

@tweetvandijk @sharimck @ck4q

@Kevin4Quality @Kanneprocter @JVeenen

@RBheartsHC @Ajay4Quality @DrDavSweet

@CHochfilzer @DrMarsBar @KimberMcKinley

1. Follow organizations/individuals that align with our work Helps build followers (~ 15-25% of those you follow,

follow you back)2. Engage with those who interact with us

1. RTing & thanking our partners 2. Active dialogue on relevant topics

BCPSQC Strategy

1. Disseminate content in a way that is fresh and engaging – Live tweet from events – Keeping tweets short and witty – Provide links to Council and partner events,

documents or interesting information

BCPSQC Strategy

An Example!

Customer Service

wefollow.com/interest/nurse

j.mp/tipsqf101

1. Capacity 2. Managing even more sources of information3. Staff - personal vs professional use 4. Privacy Concerns 5. Untapped potential

Reflections so far...

Current Practice

+ +

Future Practice

+ +

Compliment it with...

1. More connections, less isolation

The future...

1. More connections, less isolation 2. Compelling stories through video

The future...

1. More connections, less isolation 2. Compelling stories through video3. Power of the crowds

– Mobile Apps

The future...

1. More connections, less isolation 2. Compelling stories through video3. Power of the crowds

– Mobile Apps– Gamification

The future...

1. More connections, less isolation 2. Compelling stories through video3. Power of the crowds

– Mobile Apps– Gamification– Hackathons #hackinghealth

The future...

Slides available at:

Questions? Ask Away!apuri@bcpsqc.ca @ajay4quality

Download the guide: www.bcpsqc.ca

Thank you --