How can you leverage Web 2.0 and social networks to empower your patients and providers, supplying them with innovative and effective web-based services and communities? How can they enable you to communicate more effectively and at lower costs?
Many hospitals are rushing to use Facebook, Twitter, blogs, RSS, YouTube and other social media tools, but are they doing it right? Is the use of social tools part of a cohesive strategy?
Join Edgewater's Internet Commerce Practice Director, Ori Fishler, for a complimentary webinar, where Ori will showcase opportunities for healthcare organizations to leverage Web 2.0 principles, as well as case studies of those who are doing it well.
How to Effectively Monitor SD-WAN and SASE Environments with ThousandEyes
Implementing Web 2.0 Strategies for Healthcare Providers
1. Implementing Web 2.0 Strategies for
Healthcare Providers
April 29, 2009
Ori Fishler, Director – Internet Commerce
1
2. Corporate Overview
• Technology Management Consulting Firm
– Provide a unique blend of specialty IT services
– Leverage proven industry expertise in strategy, technology and
enterprise performance management
– Focus on middle and Global 2000 market
• Founded in 1992
– Headquartered in Wakefield, MA
– Publicly Traded (NASDAQ: EDGW)
– Offices in AR, FL, NH, NY, CA
– + 300 Employees, +225 Consultants
– Represented in over 30 states
– +1900 projects completed to date
2
2
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009 2
3. Internet Commerce Services
Sales
Service
Marketing E‐Commerce
Community Mobile
and Commerce and
Collaboration Content
E‐Marketing Customer Self
Services Service
Search Personalization
Content
Web Analytics
Management
Core
3
3
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
4. Swine Flu – Who is Providing Information?
Search Volume
for Swine Flu
skyrockets
4
4
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
5. Agenda
• What is Web 2.0 in a healthcare context?
• The new reality of user expectations
• Opportunities in Healthcare
• Case Studies & Success Stories
• Questions to ask yourself
• Open Q & A
5
5
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
6. What is Web 2.0?
6
6
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
7. Web 2.0 Definition
Web 2.0 is an attitude, not a
technology. It’s about enabling
and encouraging participation
through open applications and
services.
Transparency, Openness,
Collaboration, Interactivity,
Engagement
7
7
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
8. Old Model
8
8
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
9. New Reality
?
9
9
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
10. Pervasiveness of Social Media
• Two-thirds of the world’s Internet population visit social networking or
blogging sites, accounting for almost 10% of all internet time
• Facebook’s fastest growing demographic: 35 - 49
10
10
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
11. New World of Expectations
• Access
• Control
• Easy to use
• Anytime, Anywhere
• From any device
• Communicate
• Collaborate
• Interact
• Share
• Learn
• Contribute
11
11
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
12. Areas of Collaboration and Interaction
12
12
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
13. Goals and Benefits
• Extend the Local Health Community Online
• Improve Patient Care, Education and Prevention
• Drive Visits, Referrals, Consultations and Class Participation
• Improve AHP Involvement and Engagement
• Patient and AHP Loyalty
• Build and Enhance Relationships
• Expand Reach and Frequency of
contact in a cost effective way
• Improve Operational Efficiencies
13
13
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
15. Creating a Vibrant Community
15
15
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
16. Direct Communications and Transparency
16
16
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
17. Adding Interactive and Engaging Content
17
17
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
18. Rise in Importance of Social Tools
18
18
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
19. Use for Community and Recruitment
19
19
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
20. Electronic Medical Records
20
20
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
21. 60% of Physicians Interested in Social Networks
Physicians participating in such online
communities are more likely to:
• Be primary care physicians;
• Be female;
• Own a PDA or smartphone;
• Go online during or between patient
consultations; and
• Be slightly younger than the average
physician.
Results are based on a Q1 2008 telephone
and online survey of 1,832 practicing U.S.
physicians.
21
21
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
22. Internal Collaboration
22
22
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
23. Questions To Ask Yourself and Your Organization
• Do we have an explicit strategy for interacting with our patients/AHP
online?
• De we have defined goals and realistic expectations of outcomes?
• Does our web presence contribute to our community, business, and public
purposes? Does it contribute to our bottom line?
• Have we minimized our service costs with online self-service options?
• Are we measuring the success of our online initiatives and marketing
spend?
• Do we have a governance structure in place to support and maintain
social media activities?
• What new skills and capabilities do we need?
23
23
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
24. Internet Commerce (IC) Practice
• Web 2.0 Strategy
• Competitive Analysis
Strategy • Road Map Development
Web Strategy
• Organization Assessment
Planning Business / • Operational Strategy
Vendor
Functional • Budgeting & Planning
Selection
Requirement
Execution
Usability and
Web
Creative Interface
Development
Services Development
Testing and
Product Program
Integration
Deployment
Customization Management
24
24
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
25. Thank You for Joining Us
Questions?
Thank You!
Contact info
Ori Fishler, Director Internet Commerce
ofishler@edgewater.com (201) 575-1158
25
25
Implementing Web 2.0 Strategies for Healthcare Providers April 29, 2009
Notas do Editor
<number>
The term Web 2.0 is problematic. It has very long definitions and is viewed by many people in different ways.In the mainstream media it usually refers to cools sites in bright colors that are spelled wrong and suffer from over hype from sites like TechCrunch and others.<number>
We view web 2.0 as an attitude shift towards a different way people and organizations interact through the web<number>
In the old model, the physician was the primary source of medical information and the hospital the center of local health. <number>
The new reality with its wealth of available health information ,communities and communication channels have made the physicians and hospitals secondary and viewed more as treatment providers, not information or wellness providers online.<number>
Users have a new world of expectations from their online interactions. They expect to have access and control over their information and services, in an easy to use and intuitive manner, anytime, anywhere and from any device.check side effects of prescriptionsSchedule treatmentsPeople want to express themselves and discuss, collaborate and interact in health related issues.<number>
hospitals have numerous opportunities for to interact and collaborate with Patients, AHF and internally as well.<number>
So what’s in it for the Hospital?As an organization that serves a public purpose and as a business, there are many benefits hospitals can expect.<number>
In the next section we’ll look into a few organizations that are doing this right. Most Hospitals today are not doing anything. A few have started to experiment with different tools. We’ll highlight the ones we think are doing a good job, why, and what can be learned.<number>
The Children's hospital in Boston created a social media site called generation cures. The goal is to get kids and teenagers to become more aware and engaged in healthcare related issues and to provide another avenue for donations for adults. They provide interactive content and th ability to set profiles and be part of a community<number>
Paul Levy is the CEO of Beth Israel Deaconess in Boston and his blog is one of the first and most prominent of hospital executives. His blog goes beyond his thoughts on running a hospital but set transparency in hospital quality as a goal and he published regularly his quality goals, actual progress made and addresses quality issues. Topics that many organizations would not dare share online. <number>
Beth Israel is also one of the leaders in creating interactive and engaging content for patients and have integrated custom content with external content and services like care pages.<number>
The use of social media is one of the fastest growing trends in Hospital communications. Ed Bennett maintain in his blog a compilation of all the US hospitals that are using social media such as Facebook, blogs, youtube and twitter. Twitter has seen tremendous growth recently.<number>
A few examples on successful use of social networking sites:St Jude has close to 35,000 friends on Facebook who contribute and follow.Cedar Sinai is using YouTube for recruitments<number>
Physicians are embracing social networks as well. In a study done last year, 60% of physicians were interested in participating in physician only social networks.<number>
Internally, many hospitals are moving from a static intranet to a collaborative environment using products like Microsoft Sharepoint <number>
Edgewater helps healthcare organization in building their strategy, planning and execution of web initiatives.<number>