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Reality of Patient Engagement Infographic

I always love a good infographic. Boston Technology has put one out that looks at patient engagement. Which of the numbers on the infographic pops out to you?

Realities of patient engagement

April 23, 2014 I Written By

John Lynn is the Founder of the HealthcareScene.com blog network which currently consists of 15 blogs containing almost 5000 articles with John having written over 2000 of the articles himself. These EMR and Healthcare IT related articles have been viewed over 9.3 million times. John also recently launched two new companies: InfluentialNetworks.com and Physia.com, and is an advisor to docBeat. John is highly involved in social media, and in addition to his blogs can also be found on Twitter: @techguy and @ehrandhit and Google Plus.

What Happens in Vegas … will be Tweeted During #HITMC

And the excitement in healthcare IT continues. Whether you’re worried about ICD-10, our government’s proclivity for voice votes, or the lack of response from one industry group or another, there has been no shortage of water cooler topics this week.

The impending Healthcare IT Marketing & PR Conference is at the top of my list when it comes to discussion topics. Regular readers of HealthcareScene.com may already know that it kicks off Monday, April 7, in Las Vegas. I’m looking forward to networking with many of my #HITsm friends, and speaking on a panel about social media ROI with several leading experts. I find tremendous value in social networking before, during and after events like this, so I thought I’d offer a list of speakers’ Twitter handles to help those of us getting ready for Vegas jump into conversations early. (You may also consider it my handy list of #FF mentions.) For those not attending, do yourself a favor and follow the #HITMC hashtag over the next several days and register for the live video stream (Note: It’s Free). I will definitely try to cover session takeaways via Twitter on @JennDennard.

Shahid Shah@ShahidNShah

John Lynn@techguy and @ehrandhit

Warren Whitlock@WarrenWhitlock

Julia Goebel - @goebeljulia

Marcy Fleisher@fleish

Jodi Amendolajamendola

Kate Ottavio@kottavio

Sam Stern@mHealthMarketer

Mandi Bishop@mandibpro

Joy DiNaro@TheSocialJoy

Cari McLean@carimclean

Dr. Patricia Salber@docweighsin

Scott Collins@sscottcollins

Tim Tyrell-Smith@TimsStrategy

Michelle Boucher@medmastermind

Sunny Tara - @SunnyTaraVegas

Christine Slocumb@CLSlocumb

Shane Pilcher - @spilcher

Thomas Knoll@thomasknoll

Chandresh Shah@chandresh27

Stacy Goebel@stacygoebel

Beth Friedman@HealthITPR

Erin Wabol - @HealthITMktg

Brad Dodge@braddodge

Don Seamons@donseamons

Kristine Schachinger - @schachin

Jeff Walker@ContentCarnivor

Check out the conference website for more details about what the experts above will be speaking about. See you in Vegas, or via the #HITMC hashtag!

April 4, 2014 I Written By

As Social Marketing Director at Billian, Jennifer Dennard is responsible for the continuing development and implementation of the company's social media strategies for Billian's HealthDATA and Porter Research. She is a regular contributor to a number of healthcare blogs and currently manages social marketing channels for the Health IT Leadership Summit and Technology Association of Georgia’s Health Society. You can find her on Twitter @JennDennard.

Is your company comfortable committing to a social media plan that will actually have impact?


The above video was shot by Chuck Webster (the man synonymous with EHR workflow) during the Social Media and Influencer session that I participated in at HIMSS. Chuck has done a nice job putting together the video clips of me talking during that session on his blog. Here’s a look at some of the other clips he’s put together:

“The key is — How are you interesting? And how are you valuable? — to the people you’re interacting with.”

“Why are you doing social media?” Sales, something broader, brand experience….?

On curation “We read everything so you don’t have to!” vs “If it’s great content, people will read it.”

“The beauty of social media is it shouldn’t cost you much to start.”

“Is your company comfortable committing to a social media plan that will actually have impact?”

“I love negative engagement!… It’s beautiful! … people will respect you even more.”

Thanks Chuck for recording the session. I hope that many of my readers get some value out of the videos. Plus, I’d be remiss if I didn’t also mention my upcoming Health IT Marketing and PR Conference. If you are interested in the topics I discuss in these videos, then come and enjoy 2 days hearing from a few of the brightest minds in the health IT marketing and PR world. Not to mention some bright minds from outside of health IT as well.

March 19, 2014 I Written By

John Lynn is the Founder of the HealthcareScene.com blog network which currently consists of 15 blogs containing almost 5000 articles with John having written over 2000 of the articles himself. These EMR and Healthcare IT related articles have been viewed over 9.3 million times. John also recently launched two new companies: InfluentialNetworks.com and Physia.com, and is an advisor to docBeat. John is highly involved in social media, and in addition to his blogs can also be found on Twitter: @techguy and @ehrandhit and Google Plus.

Some Frank #HIMSS14 Advice

HIMSS 14 Keynote Area
*The above picture is a preview of the HIMSS 14 stage from @eqrunner. It’s coming together nicely.

As I mentioned previously, I’ll be at HIMSS 2014 in Orlando all next week. It’s a great event for me to get a really good feel for what’s happening in the healthcare IT industry. I’ve gone through hundreds of PR pitches from companies and have my agenda full of meetings where I’m looking to extract the latest trends and happening in the healthcare IT and EHR industry.

However, if you’ve never been to HIMSS before, it can be an overwhelming experience. While this is only my 5th HIMSS, I think I have some insights and suggestions that will help you have a better experience. Plus, for fun you can look back at the HIMSS suggestions I made back in 2011 and see how they differ today.

Keep Meetings Short … or Long
We covered keeping meetings short in my 2011 post as well. Although, I’m considering a more nuanced approach to the idea of short meetings. This year I was really close to shunning short meetings and engaging in all long meetings with both sides of the conversation well prepared for the meeting. I didn’t quite get there, but I think there’s a case to be made for some long and some short meetings. However, you don’t want something in the middle where you avoid really digging in because of time. I’ve personally chosen to schedule mostly 30 minutes meetings with 30 minutes between meetings. That means that if the conversation is really interesting, I can extend to 45+ minutes before I have to run (sometimes literally) off to my next meeting.

Cut Through the Puffery and Buzzwords
There are going to be a lot of people spewing all sorts of puffery and buzzwords. Don’t be afraid to call people out on it. You don’t have to be mean and disrespectful, but be frank and honest with the people you meet. The best way to get to a deeper conversation is to not be afraid to challenge what someone’s saying. Just do it in a way that’s interested as opposed to bombastic. Ask thoughtful questions and listen more than you talk. Don’t be afraid to dig in a little and connect with someone or some company on a deeper level. Sometimes that requires you sharing a little of your insecurities as well. If everyone you talk to says everything is rosey and perfect, than you’ve missed out on really connecting with someone.

Plan Travel Time
Related to the last point, plan on plenty of travel time between meetings. The convention center and exhibit hall are large. It can take you 10-15 minutes of fast walking to just get from one end to the other. It’s always better to be 15 minutes early and have a little time to browse the surrounding booths or grab a drink before the next meeting than it is to be 5-10 minutes late. Late meetings happen at HIMSS, but I try to really avoid it. It’s respectful of the person I’m meeting.

Don’t Follow the #HIMSS14 Hashtag During HIMSS
I use to love the #HIMSSXX hashtag, but now it’s too much during the show. You can’t keep up, there’s too much repetition, and other poor quality tweets. I do suggest you browse #HIMSS14 leading up to HIMSS. Identify 20-40 key people you should follow and add them to a Twitter list. Then, just watch the Twitter list. Start by adding @HIMSS14 to the list and then I’m a little bias to @ehrandhit, @techguy, and @healthcareITJob. I also look forward to tweets from independent thinkers like @fredtrotter, @MandiBPro, @john_chilmark, and @laurencstill to name but a few (Apologies in advance to the hundreds of others that I could have listed).

Skip Most of the Keynotes
I usually get excited for the HIMSS Keynotes. This year they are pretty disappointing to me. I would like to hear Erik Weihenmayer, but will sadly be on a plane. Also, I’ll probably hear what Hillary has to say, but it seems a bit much to have two Clintons in a row. Considering her pending presidency run I don’t expect any fireworks from her. The other keynotes have the government muzzle and if you’ve been to mHealth Summit and/or Health 2.0, then you’ve heard the Aetna pitch before. Needless to say, I’m not going to HIMSS for the keynotes. Plus, anything really interesting that’s said will be tweeted out thousands of times. That’s enough for me.

Carefully Select Sessions
As an extension of the keynote comments above, be really careful which sessions you choose to attend. Avoid ones that look like a sales pitch for a specific company. I know that my colleague Neil Versel loves the HIMSS sessions. I usually lean away from them towards more time on the show floor.

One session I’m torn on is the CCHIT Summit with four of the past ONC heads. I have little doubt it will be standing room only (not fun), but I’m not sure it will be anything special. They have a reporter from the Wall Street Journal who’s been covering Obamacare (Note: not the HITECH Act) that won’t likely be able to dive into the real issues and challenges with meaningful use and healthcare IT. I do love to hear Dr. Brailer talk, but Farzad is probably a couple years from being really interesting. His heart is still very much with his colleagues at ONC and so it should be. I wish HIMSS would focus their sessions on practical sessions only. Leave all the big picture thinking and pontificating for the interactions at the event.

It’s About People
I’ve found my HIMSS experience is always directly related to the quality of people I spend time with at the event. If you can find and surround yourself with really smart people, you’re going to come away from HIMSS with a lot of value. The good part is that with 37k+ people at HIMSS, there are a lot of amazing minds in attendance. The only challenge is finding them. To use a baseball analogy, if you can bat .200 when it comes to meeting with smart, insightful people at HIMSS, you’ll go away happy. Up that to .300 and you’ll never stop going. I’ve found Twitter a great tool for learning about someone before meeting them and then engaging them for a meeting at HIMSS.

Get Power When You Can
While I think that mini battery chargers are a great thing to have, I’ve always found that it’s best to get power when you can get it. It’s always annoying at the end of the day when your cell phone is flashing red as you try to get one more text or tweet out before it dies. This has been less of an issue for me with my latest Samsung S3 and Chromebook(10-12 hours of batter life), but with the long days at HIMSS I still just get power when I can.

Enjoy a Night Out
While many people look at these evening parties as a time for some craziness at HIMSS, I look at them as a way to connect with someone on a more personal level. There’s something that connects people in a new way when you’ve shared an evening with someone with some good food, drinks (I take Sprite), music, and maybe some singing or dancing. It’s all about relationship building and enjoying time together with people you enjoy. In fact, I’ve enjoyed planning out our evening plans on Twitter with many people. Unfortunately, my event on Tuesday evening is at capacity, but here are some of the other events close to the convention center that I’ll likely stop by: Perceptive Software, Kronos, and Qlik (The ICEBAR is a pretty cool venue).

Looks like Orlando is ready for HIMSS 2014. They have the signs up in front of the convention center:
HIMSS14 Orlando Sign

February 20, 2014 I Written By

John Lynn is the Founder of the HealthcareScene.com blog network which currently consists of 15 blogs containing almost 5000 articles with John having written over 2000 of the articles himself. These EMR and Healthcare IT related articles have been viewed over 9.3 million times. John also recently launched two new companies: InfluentialNetworks.com and Physia.com, and is an advisor to docBeat. John is highly involved in social media, and in addition to his blogs can also be found on Twitter: @techguy and @ehrandhit and Google Plus.

Social Media at #HIMSS14

It’s been really amazing watching the evolution of social media at HIMSS. It wasn’t too long ago that Shahid Shah was trying to convince HIMSS that bloggers should be invited to the event. Shortly after that, HIMSS held a set of Meet the Blogger panels and then put together a full blown HIMSS Social Media center with a number of great social media meetups at the conference. This year HIMSS even launched its social media ambassador program with our very own Mandi Bishop taking part.

This year I think we’re seeing the evolution of social media into essentially a standard part of the HIMSS conference. Just like you expect conference sessions, keynotes and an exhibit hall at the conference, you now expect social media to be there as well. Social media is finally a permanent tenant at HIMSS.

A you can imagine, much of my HIMSS participation will include and be influenced by social media. Shahid Shah, Cari McLean and myself will be hosting a #SocialMedia and Influence Meetup on Monday Feb 24, at 3:30 PM at the HIMSS Spot. Our plan is to dig deeply into social media and how it can be used most effectively. I’m sure the conversation will leak over into Tuesday night’s 5th Annual New Media Meetup. The event is nearly at capacity and should be the highlight of my HIMSS experience. A big thanks to Stericycle Communication Solutions for sponsoring the event.

Plus, I believe these two HIMSS events will be an amazing prelude to what we’re doing with the Health IT Marketing and PR Conference. At HIMSS we only have a couple hours, but at this conference we’ll have two days with some of the best health IT marketing and PR minds.

Of course, the #HITsm tweetup is also a great time to see so many #HIMSS14 social media influencers as well. Plus, I hear they’re looking to have a little different format this year than last. My hope is that this year we have more chance to meet and interact with those in the community who we’ve mostly known virtually.

What’s also been amazing to me is how much action the #HIMSS14 hashtag has had already. It’s certainly dominated by the companies that will be at HIMSS, but it’s been extremely active. If that’s a preview of what’s to come, then it will be interesting to see how much value will come from the #HIMSS14 stream during the event. Will there be so much noise in it that it’s not as valuable to follow?

Less than two weeks until HIMSS. Can’t wait to indulge in the 1200+ vendors and 35,000 attendees. I guess I am an #HITNerd.

February 10, 2014 I Written By

John Lynn is the Founder of the HealthcareScene.com blog network which currently consists of 15 blogs containing almost 5000 articles with John having written over 2000 of the articles himself. These EMR and Healthcare IT related articles have been viewed over 9.3 million times. John also recently launched two new companies: InfluentialNetworks.com and Physia.com, and is an advisor to docBeat. John is highly involved in social media, and in addition to his blogs can also be found on Twitter: @techguy and @ehrandhit and Google Plus.

Making Meaningful Use of Hospital Social Engagement Strategies

My latest healthcare field trip took me to the Health 2.0 Atlanta Meetup group, a blossoming community of startup professionals, investors and folks like me who want to stay abreast of innovation happening on the fringes of our industry. Previous events have been dedicated to startup showcasing, but this most recent meetup turned the tables by gathering a panel of marketing executives from three of Atlanta’s most well-known health systems – WellStar, Piedmont and Emory.

I think if this panel had gotten together last year, or even two years ago, all the talk would have been around how to market their EMRs to current and prospective patients. (WellStar and Piedmont are on Epic, while Emory is on Cerner.) EMRs were mentioned once or twice. The big theme that seemed to run throughout the series of moderated questions was … wait for it … patient engagement. More specifically, all three panelists stressed the importance of using social media as a patient acquisition and retention tool. As Sandra Mackey, Executive Director of Marketing at Emory, so succinctly stated, social media is no longer a “need to have,” but rather a “must have.”

Matt Gove, CMO and SVP of External Affairs at Piedmont, noted that he has been able to demonstrate solid ROI from the health system’s social media efforts, connecting the dots between Piedmont messaging in Facebook feeds to booked appointments and revenue-generating procedures. Both Piedmont and WellStar have turned to third parties like Brightwhistle, Tailfin and ReachLocal to help them pinpoint the best places for social messaging. Gove’s efforts have been so successful that he has focused more staff on social media management, and now integrates social media into more campaigns than ever before.

All three panelists seemed to agree that marketing spend going forward won’t be on big media like radio and T.V. ads, but rather on messaging that reaches a patient’s inbox or Facebook feed. Mackey noted that people are growing up on social media now, and they wouldn’t dream of going anywhere but to their social networks for healthcare recommendations. Her comment directly correlated to Gove’s simple wish for physicians to do their jobs well. A positive experience lends itself to stories that can be shared among patients’ social networks, potentially garnering that hospital exponential exposure and brand recognition.

I wonder how hospitals will adapt their social engagement strategies over the next year. What will be top of mind for hospital marketing executives in 2014 and beyond? Give me your take by leaving a comment below.

November 22, 2013 I Written By

As Social Marketing Director at Billian, Jennifer Dennard is responsible for the continuing development and implementation of the company's social media strategies for Billian's HealthDATA and Porter Research. She is a regular contributor to a number of healthcare blogs and currently manages social marketing channels for the Health IT Leadership Summit and Technology Association of Georgia’s Health Society. You can find her on Twitter @JennDennard.

Don’t Count on Your EMR to Master Patient Engagement

So said one tweet in the recent stream from the Health IT Leadership Summit, an event I’ve been heavily involved in organizing for the last 10 months.

rptweet

That particular statement came from the morning keynote by Jeff Arnold, CEO of Sharecare. Arnold, who also founded WebMD, spoke to the power of social networking and analytics as part of a broader patient engagement strategy. It was a sentiment expressed in nearly every session I attended that day, by hospital and vendor executives alike.

Perhaps I shouldn’t have been surprised by the importance engagement played in the Summit’s sessions and networking discussions. It’s certainly the topic du jour of industry media and seems to weigh heavily on the minds of healthcare providers. Everyone wants to know, how do we do this? How can we get patients to truly engage, beyond tracking a few numbers on the latest digital health gizmo? How can we get providers to engage as well? Sending and receiving secure emails is great, but effective patient engagement that directly affects outcomes could be so much more than that.

lftweet

If sessions and conversations at the Summit were any indication, the key will be to combine traditional patient data (like that found in an EMR), with data mined from social networks, and then filter that through big data tools for predictive analysis. Much easier written or tweeted about than achieved, I assume, but it’s a positive sign all the same.

watweet

That’s very true, and I think you’d be hard pressed to find a CIO who says they DON’T care. After listening to several hospital executives speak at the Summit, I got the impression that they care immensely, but aren’t quite sure where to turn for technology and processes that will enable their organizations to interpret engagement data into actionable knowledge.

Take a look Storified Twitter insight from the Summit via “#HealthITSummit Sessions Spotlight Social’s Role in Patient Engagement,” and then let me know via the comments below which healthcare organizations seem to be heading in the right direction when it comes to social analytics and patient engagement.

November 14, 2013 I Written By

As Social Marketing Director at Billian, Jennifer Dennard is responsible for the continuing development and implementation of the company's social media strategies for Billian's HealthDATA and Porter Research. She is a regular contributor to a number of healthcare blogs and currently manages social marketing channels for the Health IT Leadership Summit and Technology Association of Georgia’s Health Society. You can find her on Twitter @JennDennard.

Leadership Discussions at Healthcare CIO Conference

This week I get to enjoy the company of 750 attendees at the healthcare CIO conference organized by CHIME (officially called the CHIME Fall CIO Forum). It’s always an amazing experience to break bread and learn from people who are dealing with some of the hard challenges of healthcare IT.

One topic that’s always present at CHIME events is a discussion of leadership. So, it was extremely appropriate that Jim Collins was the opening keynote. The guy just exudes leadership. Here’s some of the tweets I sent out during his keynote.

October 9, 2013 I Written By

John Lynn is the Founder of the HealthcareScene.com blog network which currently consists of 15 blogs containing almost 5000 articles with John having written over 2000 of the articles himself. These EMR and Healthcare IT related articles have been viewed over 9.3 million times. John also recently launched two new companies: InfluentialNetworks.com and Physia.com, and is an advisor to docBeat. John is highly involved in social media, and in addition to his blogs can also be found on Twitter: @techguy and @ehrandhit and Google Plus.

Hands on Hospital CEO, EMR Everywhere, and Post It Note Patient Engagement – Image Edition

Each week I try to take a look at some interesting tweets in the healthcare IT and EMR space. This week I decided to take it to another level where each tweet includes an image. I think you’ll enjoy the following tweets.


I love a leader who’s hands on. Obviously there’s a balance, but there’s so much value in being a leader who’s in the trenches with your staff.


Yes, I see EMR everywhere as well. I guess that’s part of the job. I’ll be in NY in November in case any readers will be there as well.


We’ve definitely made patient engagement too difficult. I’m working on a project that’s nearly done that could help make patient engagement simple. We’ll see how it goes.

September 15, 2013 I Written By

John Lynn is the Founder of the HealthcareScene.com blog network which currently consists of 15 blogs containing almost 5000 articles with John having written over 2000 of the articles himself. These EMR and Healthcare IT related articles have been viewed over 9.3 million times. John also recently launched two new companies: InfluentialNetworks.com and Physia.com, and is an advisor to docBeat. John is highly involved in social media, and in addition to his blogs can also be found on Twitter: @techguy and @ehrandhit and Google Plus.

Engagement via EMRs, CRMs and State Fairs

Do Your Bottom Line a Favor – Don’t Ignore Social Media
Following up on last week’s post, I’ll give some airtime to a new development from athenahealth, which in my mind further connects the dots between Stage 2 Meaningful Use and social media. The company recently announced that it will now offer Demandforce automated marketing, communication, and reputation building software as part of the athenahealth Marketplace. “Social media has clearly arrived and is not going away. The fact is that our patients are on these platforms with or without us and there’s incredible value in being able to connect with them online,” said Anthony Cerullo, Founders Family Medicine and Urgent Care, in a press release announcing the new offering. “Navigating the waters of patient engagement is challenging in traditional settings, let alone the world of social platforms.”

While he doesn’t mention Meaningful Use specifically, I get the impression that social media is a component of the patient engagement efforts his practice has adopted. A reader’s comment on my last blog post took me to task for assuming providers can even find the time to partake in social networking on behalf of their practice. They lamented that it’s just one more thing to do in a provider’s already too-busy day, and often doesn’t warrant attention because there is no definable ROI.

When a company like athenahealth decides to offer a service like Demandforce, it makes me think that providers might end up shooting themselves in the foot if they willfully ignore the brand reputation opportunities social networking can bring. I’d love to hear more opinions on this in the comments below.

I’m a Consumer. Engage Me!
The North Georgia State Fair will soon open its gates, and while I don’t have plans to attend this year, I wonder if payers in the Peach State would do well to follow in the footsteps of Blue Cross and Blue Shield of Minnesota, which handed out 4,000+ vouchers for free e-visits with providers at the Minnesota state fair. I’m a big fan of engaging with consumers where they already are, rather than taking them/us out of comfort zones in order to gain our business.

flyer

That being said, I feel like my local health system, WellStar, missed out on a great marketing opportunity with their recent mailer for the semi-new urgent care center. I would tape this to my fridge if it offered a $10 discount on my next visit. What consumer doesn’t like saving money, especially when it comes to unanticipated visits to the doctor?

September 12, 2013 I Written By

As Social Marketing Director at Billian, Jennifer Dennard is responsible for the continuing development and implementation of the company's social media strategies for Billian's HealthDATA and Porter Research. She is a regular contributor to a number of healthcare blogs and currently manages social marketing channels for the Health IT Leadership Summit and Technology Association of Georgia’s Health Society. You can find her on Twitter @JennDennard.