Connect: How Mayo Clinic’s Patient Community Changes Health Care and Advances Science
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Patient online communities not only reduce isolation and anxiety when faced with a life-changing diagnosis, they can also improve health outcomes. As Community Director of Mayo Clinic Connect, Colleen Young wanted to do more than connect patients. She involved the Mayo Clinic enterprise: providers, managers, communications specialists, researchers, and frontline staff; demonstrating how they can learn from and engage with the patient community to: Improve health care and service delivery Discover champions Increase brand loyalty Educate health care providers Co-create patient education Change poor health behaviors Advance science You’ll learn how you can excite internal stakeholders up, down, and across your organization to recognize the value of the community and understand how they can harness it to help them do their work better. Thriving communities get stuff done.
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Connect: How Mayo Clinic’s Patient Community Changes Health Care and Advances Science
- 1. @colleen_young Mayo Clinic Connect changes health care and advances science Colleen Young | MCSMN Webinar | January 17, 2019
- 3. @colleen_young Discover how a thriving community can: ▪ Change health behaviors ▪ Discover and equip champions ▪ Improve health care and service delivery ▪ Inform and instruct health care providers ▪ Co-create patient education ▪ Advance science
- 4. @colleen_young “A group of people who share a strong common interest, form relationships and interact online.” ~Richard Millington What is an online community? @colleen_young Photo: https://flic.kr/p/rSCbtk
- 7. @colleen_young GOAL IMPROVE HEALTH AND WELLBEING OF MEMBERS (self-management, self-advocacy, recovery, etc.) Objectives Get members to set goals for improved self-management and recovery, and to share progress Get top members (those who have been there) to respond, encourage and share their experiences Strategies Make members feel proud as they improve, show progress and achieve goals. Make members feel accepted to come back to the community if they have a setback. Make members feel joy in giving back to help others. Make members feel confident they have useful experience and expertise to share. Strategic Community Management
- 8. @colleen_young Results: Steady Growth, Increased Activity
- 10. @colleen_young It’s a huge help to have this group to direct us through the maze. As I am reading it is encouraging to see how positive the post transplant graduates are. There is hope. Yes, because of your response, I asked questions and felt comfortable with the answers. Two thumbs up the procedure was done after 12 p.m., waiting for the results. It wasn’t bad as I thought it would be. Hearing about how you are making healthy changes in your life is very inspiring. I know I'm not able to do all the things you are doing, but I am feeling like I can begin to do more than I am. Your story helps me dream bigger. We feel much better about our level of understanding of all this and are hopeful that a more proactive approach on our part will benefit us. Being in this group is a big part of being proactive. Members Say
- 11. @colleen_young HELPER • Posts questions • Shares experiences • Replies to other members, offers support Participates, learns and supports INFO SEEKER • Posts question(s) • Seeks answers and support Participates and learns OBSERVER • Reads • Follows • Likes Follows and learns MENTOR • Welcomes and checks on members encourages participation • Connects people, develops relationships and creates topical discussions • Is rewarded Regularly posts, learns, supports, teaches Behaviorchange Evolving Behaviors and Change
- 13. @colleen_young
- 14. @colleen_young GOAL IMPROVE HEALTH AND WELLBEING OF MEMBERS (self-management, self-advocacy, recovery, etc.) Objectives Get members to set goals for improved self-management and recovery, and to share progress Get top members (those who have been there) to respond, encourage and share their experiences Strategies Make members feel proud as they improve, show progress and achieve goals. Make members feel accepted to come back to the community if they have a setback. Make members feel joy in giving back to help others. Make members feel confident they have useful experience and expertise to share. Tactics Use gamification (badges and roles) for members to set targets and report progress. Ensure every post gets a response, connect members and build a sense of belonging and give confidence. Build the volunteer mentor program. Reward those who give back and inspire others to follow. Recognize unique qualities of the superusers and show how they can contribute to the group. Strategic Community Management
- 15. @colleen_young How Moderators Strategically Model Behavior
- 17. @colleen_young Volunteer Mentors Moderators Mayo Clinic CONNECTors
- 18. @colleen_young
- 19. @colleen_youngAnnual Mentor & Moderator Meetup
- 20. @colleen_young
- 21. @colleen_young EQUIP YOUR CHAMPIONS Increase brand loyalty
- 22. @colleen_young
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- 24. @colleen_young
- 25. @colleen_young IMPROVE PATIENT EXPERIENCE Make health care and service delivery better
- 26. @colleen_young Improving Patient Experience with Members
- 28. @colleen_young Kern Center for the Science of Health Care Delivery (I&D) wanted to target large number of medical travelers. Objective • Learn about air travel preferences, medical needs during travel and food preferences while traveling. • Compare their air travel preferences with business and leisure travelers. Outcome & what we learned • 505 respondents • Traveling for medical reasons represents a small population (~14%) • Targeted planning for medical travel is lacking Benefits of Mayo Clinic Connect for concept testing • Reach and target • Extremely helpful and proactive partnering • Moderator support Rochester Airport Experience Project
- 29. @colleen_young CO-CREATE PATIENT RESOURCES For patients by patients
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- 33. @colleen_young
- 34. @colleen_young Content from Community Conversations
- 35. @colleen_young User Testing with Members
- 36. @colleen_young TEACH HEALTH CARE PROVIDERS Through the patient experience & conversation
- 37. @colleen_young Experts by Experience & KT The Little Voice in my Head: Escaping My Biggest Enemy by: Alisha Bridges The Choice & Challenge of Being “Good Enough:” A Caregiving Story by: Scott Phillips Why You Should Embed Patient Stories at the Heart of What You Do by: Marie Ennis- O’Connor
- 40. @colleen_young CONTRIBUTE TO THE LITERATURE Participatory Research
- 41. @colleen_young TBI: A Community-based Pragmatic Clinic Trial ▪ Testing an integrated Medical and Resource Facilitation Intervention after Traumatic Brain Injury ▪ Collaboration with the Minnesota Brain Injury Alliance and Minnesota Department of Health ▪ 500 individuals with TBI, 500 family members and their primary care providers ▪ Randomized to Usual Care or Remote Care ▪ Patients and families access to private TBI Group on Mayo Clinic CONNECT
- 42. @colleen_young Effective Moderation of Online Patient Communities ▪ Interviewed the director, two moderators, and ten mentors ▪ Aim to uncover best community management practices employed in a thriving online patient community ▪ Findings will inform online patient community designers and managers H. Safadi, E. Karahanna, T. Skousen, C. Young, S. Safadi, Effective Moderation of Online Patient Communities, PDW, International Conference On Information Systems 2018.
- 43. @colleen_young “Telling the story of how Mayo Clinic Connect became an indispensable community was one of my favorite chapters and a great way to end the book.” Richard Millington, Feverbee.com
- 44. @colleen_young
- 45. @colleen_young Apply & Trust Best Practices of Community Management
- 46. @colleen_young All these projects matter because they ▪ Strengthen community ▪ Sustain success ▪ Are replicable ▪ Incite innovation and creativity ▪ Discover purpose beyond the community’s mission Providing you involve the community.