social media — it’s important to managing your...

1 2 3 4 25% of patients believe that if a hospital has a strong social media presence, the hospital is more cutting edge. 4 of hospitals currently use social media—so, it’s time to get online. 4 of patients are likely to connect with hospitals via social media. 4 of patients said a social media connection with a hospital was likely to impact on their decision to seek treatment at that hospital. 4 57 % 81 % Establish the same tone of medical professionalism 3,4 Craft social responses that respond to people with care and compassion. For instance, respond to patient complaints with concern and patient praise with gratitude Keep private information private and respect confidentiality Be encouraging Track trends to assess the bigger picture 4 If you are seeing consistent issues, have a plan in place to address them 4 Post both good and negative feedback to establish a sense of what you’re doing right and what you could improve on 7 Track wider healthcare trends through social platforms like Twitter, in order to keep up-to-date with the latest in patient satisfaction developments 4,7 Share content that engages your audience 4 Take pictures of clean rooms 6 Post about your hospitals individual causes and beliefs—processes like sustainability, hygiene and hand-washing practices that your hospital believes in 7 Write messages that tap into your audience’s interests 7 Post regularly and keep them engaged 4 Post at least every other day so your hospital stays top of mind 7 Make sure you’re promoting others’ posts and commenting 7 Respond in real time effectively 8 Yelp ® is the most popular site for online physician reviews 1 Zocdoc has more than 2.5 million unique users per month 2 Facebook ratings of hospitals by patients appear to correlate with HCAHPS ratings 3 67 % Hit Consultant. (2015, June 30). Survey: Yelp Most Popular Site For Online for Physician Reviews. Retrieved from: http://hitconsultant.net/2014/11/18/yelp-dominates-online-physician-reviews/ Venture Beat. (2015) April 8. Why ZocDoc is winning: Dissenting employees, unlimited vacation, & Diet Coke Retrieved from: http://venturebeat.com/2013/04/08/why-zocdoc-is-winning/ The Washington Post. (2015, June 19) How Hospitals Hope to Boost ratings on Yelp, HealthGrades, Zocdoc and Vitals. Retrieved from: http://www.washingtonpost.com/national/health-science/sites-like-yelp-can-be-tough-but-hospitals-embrace-online-reviews /2015/06/03/a07a68b6-fe63-11e4-805c-c3f407e5a9e9_story.html PRSA Perspectives. Retrieved from: http://www.prsacentralohio.org/dont-judge-a-hospital-by-its-facebook/ Health Leaders Media. (2015, June 30) Five Tips to Guide your Hospital’s Social Media Policy. Retrieved from: http://healthleadersmedia.com/ content.cfm?topic=tec&content_id=250829 National Library of Medicine National Institute of Health. (2015, June 30). Empowering Patients Through Social Media: Benefits and Challenges. Retrieved from: http://www.ncbi.nlm.nih.gov/pubmed/24550564 Best Practices for Hospitals on Facebook. Retrieved from: http://www.slideshare.net/ahamediagroup/hospitals-and-facebook-v12 National Library of Medicine National Institute of Health. (2015, June 30). Social Media and the Surgeon. Retrieved from: http://www.ncbi.nlm.nih.gov/pmc/articles/PMC3699141/ National Library of Medicine National Institute of Health. (2015, June 30). Social Media and Health Care Professionals: Benefits, Risks, and Best Practices. Retrieved from: http://www.ncbi.nlm.nih.gov/pmc/articles/PMC4103576/ talktork.com 866-SCA-TORK Social Media — it’s important to managing your hospital’s reputation. Copyright © 2004–2015 Yelp Inc. Yelp, , and related marks are registered trademarks of Yelp. © 2015 ZocDoc, Inc. Facebook © 2015 Copyright © 2015 Vitals. US Patent No. 8, 694, 441. All Rights Reserved. © 2015 SCA Hygiene Products AB. TORK is a registered trademark owned by the company SCA HygieneProducts AB.

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Page 1: Social Media — it’s important to managing your …betterbusiness.torkusa.com/.../bbc/img/SCA_SocialMedia.pdfsocial media.4 of patients said a social media connection with a hospital

25%

of patients believe that if a hospital has a strong social media presence, the hospital is more cutting edge.4

of hospitals currently use social media—so, it’s time to get online.4

of patients are likely to connect with hospitals via social media.4

of patients said a social media connection with a hospital was likely to impact on their decision to seek treatment at that hospital.4

57%

81%

Establish the same tone of medical professionalism3,4

Craft social responses that respondto people with care and compassion. For instance, respond to patient complaints with concern and patient praise with gratitude

Keep private information private and respect confidentiality

Be encouraging

Track trends toassess the bigger picture4

If you are seeing consistent issues, have a plan in place to address them4

Post both good and negative feedback to establish a sense of what you’re doing right and what you could improve on7

Track wider healthcare trends through social platforms like Twitter, in order to keep up-to-date with the latest in patient satisfaction developments4,7

Share content that engages your audience4

Take pictures of clean rooms6

Post about your hospitals individual causes and beliefs—processes like sustainability, hygiene and hand-washing practices that your hospital believes in7

Write messages that tap into your audience’s interests7

Post regularly and keep them engaged4

Post at least every other day so your hospital stays top of mind7

Make sure you’re promoting others’ posts and commenting7

Respond in real time effectively8

Yelp® is the most popular site for online physician reviews1

Zocdoc has more than 2.5 million unique users per month2

Facebook ratings of hospitals by patients appear to correlate with HCAHPS ratings3

67%

Hit Consultant. (2015, June 30). Survey: Yelp Most Popular Site For Online for Physician Reviews. Retrieved from: http://hitconsultant.net/2014/11/18/yelp-dominates-online-physician-reviews/ Venture Beat. (2015) April 8. Why ZocDoc is winning: Dissenting employees, unlimited vacation, & Diet Coke Retrieved from: http://venturebeat.com/2013/04/08/why-zocdoc-is-winning/ The Washington Post. (2015, June 19) How Hospitals Hope to Boost ratings on Yelp, HealthGrades, Zocdoc and Vitals. Retrieved from: http://www.washingtonpost.com/national/health-science/sites-like-yelp-can-be-tough-but-hospitals-embrace-online-reviews/2015/06/03/a07a68b6-fe63-11e4-805c-c3f407e5a9e9_story.html PRSA Perspectives. Retrieved from: http://www.prsacentralohio.org/dont-judge-a-hospital-by-its-facebook/ Health Leaders Media. (2015, June 30) Five Tips to Guide your Hospital’s Social Media Policy. Retrieved from: http://healthleadersmedia.com/content.cfm?topic=tec&content_id=250829 National Library of Medicine National Institute of Health. (2015, June 30). Empowering Patients Through Social Media: Benefits and Challenges. Retrieved from: http://www.ncbi.nlm.nih.gov/pubmed/24550564 Best Practices for Hospitals on Facebook. Retrieved from: http://www.slideshare.net/ahamediagroup/hospitals-and-facebook-v12 National Library of Medicine National Institute of Health. (2015, June 30). Social Media and the Surgeon. Retrieved from: http://www.ncbi.nlm.nih.gov/pmc/articles/PMC3699141/ National Library of Medicine National Institute of Health. (2015, June 30). Social Media and Health Care Professionals: Benefits, Risks, and Best Practices. Retrieved from: http://www.ncbi.nlm.nih.gov/pmc/articles/PMC4103576/

talktork.com866-SCA-TORK

Social Media — it’s important to managing your hospital’s reputation.

Copyright © 2004–2015 Yelp Inc. Yelp, , and related marks are registered trademarks of Yelp.© 2015 ZocDoc, Inc.Facebook © 2015Copyright © 2015 Vitals. US Patent No. 8, 694, 441. All Rights Reserved.© 2015 SCA Hygiene Products AB. TORK is a registered trademark owned by the company SCA HygieneProducts AB.

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