#MayoRagan Keynote 2014
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Transcript of #MayoRagan Keynote 2014
Lee Aase and Farris Timimi, M.D. @LeeAase and @FarrisTimimiMayo Clinic Center for Social Media#MayoRagan Social Media SummitOctober 22, 2014
Deepening the Social Media Revolution
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Four Themes• The Power of Partnerships• The Importance of Face-to-Face in a Digital Era• Advancing Application of Social Media Tools
throughout Health Care• Expected but Unpredictable Benefits of
Engagement
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0
5,000,000
10,000,000
15,000,000
20,000,000
RochesterBoston BaltimoreClevelandLos AngelesSan FranciscoNew York
PhiladelphiaChicago
Metro Population for U.S. News Best Hospitals
What does Rochester have that they donʼt?
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Mayo Clinicʼs First Social Networkers
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Word of Mouth
News StoriesInternet
Direct MailAdvertising
Ratings
Reasons for Mayo Clinic Preference
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Podcasting: September 2005
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Facebook: 11/7/07
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Twitter: 4/29/08
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YouTube: Feb ʼ08
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Blogging: April ʼ08
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• October 2009 - Scottsdale, Arizona• September 2010 - Jacksonville, Florida
#MayoRagan Social Media Summits
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• Established in July 2010• The Mayo Clinic Center for Social Media exists
to improve health globally by accelerating effective application of social media tools throughout Mayo Clinic and spurring broader and deeper engagement in social media by hospitals, medical professionals and patients.
• Our Mission: Lead the social media revolution in health care, contributing to health and well being for people everywhere.
Mayo Clinic Center for Social Media
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• Membership group associated with Mayo Clinic Center for Social Media
• For organizations wanting to use social media to promote health, fight disease and improve health care, with dues based on organization revenues
• Goals: • Be a resource for others - “Air Cover”• Make connections with and learn from others
Social Media Health Network
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A Catalyst for Social Media
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• October 2009 - Scottsdale, Arizona• September 2010 - Jacksonville, Florida
#MayoRagan Social Media Summits
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• October 2009 - Scottsdale, Arizona• September 2010 - Jacksonville, Florida• March 2011 - Jacksonville, Florida• October 2011 - Rochester, Minnesota• October 2012 - Rochester, Minnesota• October 2013 - Rochester, Minnesota• October 2014 - Rochester, Minnesota
#MayoRagan Social Media Summits
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Making Quality Metrics Actionable
In collaboration with:
The Center for Social Media,Cardiovascular Services
Mayo Clinic is a shareholder in Dabo Health
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My Inpatient Journey
50+care team members from admission through discharge
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Required Data
156+
Meaningful Use Stage 1 59+Meaningful Use Stage 2 34+Hospital Readmission (HRRP) 3+Value Based Purchasing 24+Medicare Shared Savings Program (ACOs) 33+Hospital Acquired Condition (HAC) 3+
CategoryNumber of
Metrics
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Existing Scorecard
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“Applying the power of teamwork and data transparency to improve outcomes and meet the needs of our patients”
— C. Michel Harper, M.D.Executive Dean of Practice
Mayo Clinic Center for Social Media and Dabo Health
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“Leadership wants us to improve metrics. I don't understand how we're doing or what I can do about it. I don't even have enough time for my patients.”Nurse
“It would be great if I could show my unit our performance on patient satisfaction metrics in a simple manner.”Nurse Manager
“I wish I knew who else is working on the same quality project.”Physician Assistant
“I want everyone in my unit to know exactly what metrics we're focused on.”Mid-level Supervisor
“I don't understand how to find my data on Avatar. I get so angry that I just stop.”Physician
“We had a nursing unit scorecard and only two people ever looked at it over the course of a year — I was one of them.”Quality Manager
Problems & Needs
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Nurses + Interaction Designers + Physicians + User Interface Engineers + Nurse Practitioners + User Experience Designers + Quality Managers + User Interface Designers + Physician Assistants
=
Making Quality Metrics Actionable
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Learnings: Hospital Metrics
“Who else at St Marys is working on improving readmissions?”NP, PA
“Iʻd like to be able to communicate with nurses at other units (to see what works). Weʻre constantly re-inventing the wheel.”Nurses, Nurse Manager
“How are we doing regionally? Nationally? Compared to the Cleveland Clinic?”RN, MD
“Do patient satisfaction metrics affect Medicare payments to Saint Marys?”MD, PA, NP, Nurse
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Learnings: Unit Metrics
“Who else from 4 Domitilla is working on improving the same metric? I know other folks are doing quality projects—I just donʼt know who they are.”Social workers, pharmacists, RNs, NPs, Pas
“How is our unit doing? Compared to 4 Francis?”RNs, NP, PA
“I want everyone in my unit to know exactly what metrics we're focused on.”Mid-level Supervisor
“There is a unit scorecard, and I wish everyone could see it.”Nurse Manager
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Learnings: Physician Metrics
“There is absolute value in seeing my data clearly. I want to see more of my own data. How do my metrics tie to the institution? To reimbursement? What are the cost drivers? How do I improve?” All MDs
“What are the top performers doing?” (when looking at Physician rankings and their own Avatar scores)MDs
“We know what theyʼre doing differently.” (referring to top performers after viewing physician data)RNs, PAs, NPs
“Can this count towards my ʻMaintenance of Certificationʼ?”MDs
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Metric Viewsduring the Dabo Health Pilot (7/1/13 to 11/30/13)
0
2,500
5,000
1,426
4,737
Enterprise Quality Scorecard
Dabo Health61,000 Users
254 Pilot Users
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Visualizing Bottom-Line Impact
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Visualizing Bottom-Line Impact
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Rochester
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Arizona
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Florida
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The Dabo Health Opportunity• Learn the amount at risk for your hospital• Invite clinical staff to explore and engage the
free version on Hospital Acquired Conditions• Poorer previous performance = more upside• What if engaging staff and sharing best
practices could improve metrics performance?• How would this affect • Social media ROI discussions?• Perceptions of social media usefulness?
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• Doximity is a professional networking site exclusively for physicians. Most U.S. Physicians already have a skeletal profile created from public records.
• Doximity has a public-facing directory which U.S. News uses in its online physician locator.
• Claiming and completing your Doximity profile is the first step to managing your online reputation, whether you participate actively in the site or not. This takes about an hour.
For Physicians Only
Intranet Resource for Mayo Physicians
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• U.S. News uses Doximity to survey physicians for its rankings of hospitals and residency programs; Only those who have claimed profiles get to vote.
• Adding sub-specialty expertise and interests raises the physician profile for patients searching on the public-facing site and on U.S. News.
• By participating actively in the site, physicians can connect with peers with common interests.
• Other expected but unpredictable benefits
Additional Doximity Benefits
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• Paul Speyser phone call on joining Social Media Health Network
• Dues barter for programming help• Moved blogs, communities to CareHubs platform
CareHubs Collaboration
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• Some content can be universally available• Various levels of access based on individual
permissions for logged-in users• Mobile optimized• Option to link to Facebook, Twitter, LinkedIn
accounts• Customization opportunities with possible cost
sharing on generally applicable feature requests• Secure, HIPAA-compliant groups
Power, Flexibility of CareHubs Community Platform
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@SeattleMamaDoc
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“I’m thankful you’ll share the conversation and this work, that most definitely started because of Paul and our connection at MCCSM and the residency we attended. We named the technology “Virtual Handshake” and we’re just on the beginning of the journey using it...
“The start to our pilot, using our new virtual handshake, is going so well. Lots of enthusiasm at Seattle Children’s and parents are raving about having info prior to their visits that is relevant, timely and personal.”
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The “Virtual Handshake”
Evolution of Social Media Residency• Intro to tools and hands-on experience
• Strategic framework for application• Now one day with prerequisites (vs. 1.5 days)
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Social Media Fellows Program
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• Track 3: “Using Videos to Help Patients with Surgical Anxiety” at 10:15 (Mary OʼConnor, M.D.)
• Social Media Health Network Member Meeting• Lisa Ramshaw (@Lisa_Ramshaw), Australian
Private Hospitals Association - Silver Fellow• Allen Brown, M.D., Mayo Clinic, CONNECT Trial
for Traumatic Brain Injury patients
Featured Fellows This Week
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Platinum Fellow Class of 2013• Ed Bennett• “e-Patient Dave” DeBronkart• Meredith Gould• Wendy Sue Swanson, M.D.• Bryan Vartabedian, M.D.
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Platinum Fellow Class of 2014• Chris Boyer• Shel Holtz• Matthew Katz, M.D.• Reed Smith
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Mayo Clinic Center for Social Media Strategy Summary• Represent Mayo Clinic well as a institution in
general-purpose social networking platforms• Consult with Mayo stakeholders in developing
integrated social media strategies and provide resources for execution (“Teach a man to fish...”)• Professionalism Standards (Fishing etiquette) • Platform Development (Fishing poles/nets)• Training/Consultation (Fishing lessons)
• Offer these resources to peers and gather community to develop and share best practices through the Social Media Health Network
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Whatʼs New Today?• Renewed call from leaders to engage:• Mayo Clinic employees and students• Established patients and volunteers
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Whatʼs New Today?• Renewed call from leaders to engage:• Mayo Clinic employees and students• Established patients and volunteers
• Mayo Clinic Social Media Champions program• Actively encouraging sharing of original and
curated news and stories and in social networks such as Facebook, Twitter, Pinterest, Google+
• Inviting contributions in Mayo Clinic Connect community discussions
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Applications for You• Become a Mayo Clinic Social Media Champion• Consider how you might adapt platform features for
your own applications
The Benefits of Emulation
Unique Myelofibrosis Patients
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100
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2008 2009 2010 2011 2012 2013
MCF MCA
Cardiac Amyloidosis “Copycat”
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Benefits: Expected and Serendipitous• Improving quality of information available to
patients worldwide• Saving time, deepening conversations• Referrals• Academic standing and research opportunities
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Reviewing Our Four Themes• The Power of Partnerships• The Importance of Face-to-Face in a Digital Era• Advancing Application of Social Media Tools
throughout Health Care• Expected but Unpredictable Benefits of
Engagement