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HIPAA Preso to NE Health Info Mgmt Assoc
1. Social at the Sun HIPAA Privacy Issues and the Use of Social Media in the Healthcare Environment Monday, May 2, 2011 3:00-3:45 pm
2. Who we are and why are we here? Matt Cyr – Director of Patient Communications Ryan Paul – Social Media Specialist Children’s doing social media since 2008 Significant experience with HIPAA,compliance and legal issues of patient communications
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4. Why is Children’s doing it? Open up two-way communication Position us as a leader in pedi health info Build online brand and reputation, which contributes to brick and mortar reputation Augment and enhance website activities Respond in real-time to service issues, complaints and opportunities Spread awareness of our services; drive volume
5. Social Media at Children’s Blogs Thrive: pediatric health Vector: science and innovation YouTube 17,500 views per month 1,000 videos; 375 subscribers Twitter 15 feeds Approx. 14,000 total followers Facebook 19 pages 575,000 fans; biggest hospital page in the world Complete listing at chbos.org/socialmedia
6. HIPAA in the social media age Blogs YouTube Twitter Facebook
7. Blogging Platform to share timely, relevant news and info Real-time feedback on content Control messaging SEO benefits Push expertise; build brand Near-total control
12. Children’s on Facebook Our posts viewed approx. 100 million times Everyone’s there; it’s part of everyday life Very easy to share and interact Great, cost-effective way to push out content Breaks down walls and opens doors Less control
13. Concerns in social media Negative comments Libel/defamation Employee activity HIPAA violations Medical advice Misinformation Losing control Personal vs. Professional Your privacy settings
15. Social Media Policies External: (childrenshospital.org/socialmedia) Disclaimer: patient-friendly language Terms of Use: legal language Patient & Family Materials Internal HR Social Networking Policy
16. External Policies Anything posted should not be considered medical advice We may remove content, but aren’t obligated to do so Postings on the page have the potential to be viewed by anyone, forever
17. Internal Policies Helps employees understand correct use – and the consequences of inappropriate behavior Can be extension of current guidelines Electronic communications Standards of Conduct policy Educateemployees to use technology wisely to make the right decisions
18. Internal Policies Decline friend requests from coworkers or patient families (sample language included) Communicate via secure messaging Do not post PHI or proprietary information on personal pages Do not set up unapproved platforms Although sites are not blocked, do not use social media for personal purposes during work hours (management vs. technology)
19. Sticky issues The overwhelming majority of interactions, comments, questions and discussions are positive. But put systems in place to deal with them when they’re not Service recovery opportunity We work closely with Patient Relations and individual departments
24. What we’d ask of you Give us a chance to prove ourselves The vast (vast) majority of interactions are positive; don’t be overly worried about the bad stuff Help the communicators in your organization address HIPAA and privacy challenges of social media; they’re looking for help
Editor's Notes
Talk here about your experience over 10 years working on HIPAA and privacy issues.Talk about Ryan’s day-to-day experience on the front lines.
To me this looks like a lot of opportunity; to you it might look like a lot of exposure. It’s both of course, which is why we hospitals and other health care organizations need to use social media, but do it thoughtfully.
In descending order of exposure, least to most, here are the most commonly used social media tools.
If set up properly, blogs can give you the most control of patient informationIt’s your site. You have responsibilities to your patients and contributors. Don’t let it be a free-for-all.
Twitter: Fairly small risk, but violations are possible because it’s an open source. Also lightning quick. A Tweet’s average lifespan is only minutes.
Facebook: Confusion about privacy settings, ability to post to other people’s walls, ease of uploading photos, ease of becoming a “fan”, breaks down barriers (friending a physician); easy to do the wrong thingWith that, I’ll have Ryan walk you through some specific situations we’ve encountered and how we’ve handled them.
Facebook: Confusion about privacy settings, ability to post to other people’s walls, ease of uploading photos, ease of becoming a “fan”, breaks down barriers (friending a physician); easy to do the wrong thingWith that, I’ll have Ryan walk you through some specific situations we’ve encountered and how we’ve handled them.
Facebook: Confusion about privacy settings, ability to post to other people’s walls, ease of uploading photos, ease of becoming a “fan”, breaks down barriers (friending a physician); easy to do the wrong thingWith that, I’ll have Ryan walk you through some specific situations we’ve encountered and how we’ve handled them.
Mention nurses going to Facebook for morale boosters
Mention nurses going to Facebook for morale boosters
Mention nurses going to Facebook for morale boosters
Mention nurses going to Facebook for morale boosters
Mention nurses going to Facebook for morale boosters
Here are the thoughts from our perspective; we’d love to hear your perspective.
