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Online Reputation Management: Trending Topic or Industry Shift?

Posted on December 20, 2016 I Written By

The following is a guest blog post by Erica Johansen (@thegr8chalupa).

It seems that in healthcare this year online reputation management has taken center stage in conversations as consumers have a larger voice in the healthcare purchasing experience. Reviews, in particular, provide an interesting intersection point between social media technology and healthcare service. It is no surprise that there is pervasive, and exciting, conversation around this topic across the industry at conferences and online.

During the #HITsm chat on Friday, we had an excellent conversation about the value of online reputation management by physicians and other healthcare providers, and what lessons could be learned from one managing their own reputation online. During our chat, we asked the #HITsm community (as patients) about their behavior leaving and reading reviews as a part of their care selection process, as well as the role that social technology plays today in the patient experience. There were some exceptional insights during our conversation:

1. Should providers be interested in their online reputation? Does it matter? There was a resounding “yes” among attendees that attention should be given to a practice’s online brand.

2. As a patient, have you ever read a review after being referred to, or before selecting, a new physician? Perhaps unsuprisingly, most attendees supported trends in consumer behavior by reading reviews of physicians online.

3. Have you ever written an online review for a healthcare experience? If so, was it generally positive or negative? Suprisingly, the perspective of our attendees suggested that the consumption of reviews was more common than the creation of them. Most folks just won’t review unless they felt compelled by an experience that surpassed,or fell too short, of expectations.

4. Is there an expectation that providers (individual and/or organizational) respond to social media engagements by patients? Our attendees chimed in that maybe it isn’t so much that there is an expectation, but it could signifantly help a negative review or solidify a positive one.

5. What would a healthcare provider who is exceptional at managing their online reputation look like? Examples? Stellar examples shared illustrated folks that have harnessed the power of social media to augment their patient expierence and brand. For example:

Bonus. What lessons could be learned from managing your personal online reputation that could guide provider reputation management? This question took a different turn than I initially anticipated, however, for the better. Many insights shared included mentions to social platforms and meeting the patients where they are. There is so much opportunity for the next phase of healthcare social media as platforms begin to cater more to feature requests and uses based on consumer trends. (One great example of this is the Buy/Sell feature added to Facebook Groups.)

Additional thoughts? There were some flavorful insights shared during the chat that are worth an honorable mention. Enjoy these as “food for thought” until our next #HITsm chat!

I’d like to say a big “thank you” to all who participated in the last #HITsm chat (and are catching up after the fact)! You can view a recap of these tweets and the entire conversation here.

#HITsm will take a break for the next two weeks over the holidays, but we will resume in 2017 on Friday, January 6th with a headlining host Andy Slavitt (@ASlavitt) and the @CMSGov team (@AislingMcDL, @JessPKahn, @AndreyOstrovsky, @N_Brennan, @LisaBari, and @ThomasNOV).

#HITsm Origin Story

Posted on December 14, 2016 I Written By

John Lynn is the Founder of the HealthcareScene.com blog network which currently consists of 10 blogs containing over 8000 articles with John having written over 4000 of the articles himself. These EMR and Healthcare IT related articles have been viewed over 16 million times. John also manages Healthcare IT Central and Healthcare IT Today, the leading career Health IT job board and blog. John is co-founder of InfluentialNetworks.com and Physia.com. John is highly involved in social media, and in addition to his blogs can also be found on Twitter: @techguy and @ehrandhit and LinkedIn.

For those who aren’t familiar with the #HITsm hashtag on Twitter, it’s an extraordinary community of people that are passionate about healthcare IT. At the center of the #HITsm community is the weekly #HITsm Twitter chat which has happened every Friday for the past 6 years at Noon ET (9 AM PT). During the week, the #HITsm chat is still extremely active as those in the community share ideas, concepts, and have discussions about healthcare IT.

I did a quick report on Symplur for the #HITsm hashtag and it’s had over 4000 participants sharing 21,577 tweets and generating 154,799,908 impressions in just the last 3 months. Needless to say, it’s a vibrant and passionate community that’s focused on the challenges, problems, and opportunities in healthcare IT. It’s also been an extraordinary way to connect with other people passionate about the impact of technology on healthcare.

Over the past 6 years, Corepoint Health on their Health Standards blog (Use to be known as the HL7 Standards) has been the host of the #HITsm chat and community. However, starting this month, Healthcare Scene has taken over responsibility as host for the #HITsm chat. It’s an extraordinary opportunity and a challenging responsibility to continue the legacy of such an important community.

What many people that are newer to the #HITsm community probably don’t realize is that the #HITsm chat was the genius of Erica Johansen (Better known as @thegr8chalupa). While working at Corepoint Health, she had the great idea to create this healthcare IT community on Twitter. About 6 months later, Chad Johnson (@ochotex) took over the reigns and ran the #HITsm chat with help from a number of other people.

It’s too bad that so many new #HITsm members weren’t familiar with Erica and the great work she did cultivating the initial community. She brought a special energy to the community which is typified by the hashtag on her Twitter profile #alwaysbesparkly. I knew when we took over the #HITsm chat that I had to find a way to bring a little bit of Erica’s sparkle back to the community.

With that in mind, this week Erica will be hosting our weekly #HITsm chat on the topic of reputation management. Plus, she’ll be working with us to coordinate and facilitate hosts and topics as part of our team of #HITsm curators.

Healthcare Scene was also lucky enough to spend some time with Erica when she was attending a conference in Las Vegas. We capitalized on this opportunity by doing a video with Erica about the origins of #HITsm and where she’d like to see the #HITsm community go in the future. If you’ve enjoyed the #HITsm community or are new to #HITsm, you’ll enjoy this video interview with Erica:

Thank you Erica for creating this wonderful community and sharing the #HITsm story. We look forward to working with you to grow the #HITsm community going forward!

If you want to learn more, join the #HITsm Twitter chat every Friday.