HIPAA Preso to NE Health Info Mgmt Assoc
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This document discusses Children's Hospital's use of social media and the related HIPAA privacy issues. It provides an overview of Children's presence and strategies on various social media platforms like blogs, YouTube, Twitter, and Facebook. It outlines the goals of engaging on social media to improve communication and branding. The document also addresses concerns around HIPAA violations, negative comments, and losing control of the message. It proposes having external disclaimers and internal social media policies to help navigate these challenges and properly manage privacy and legal risks in the healthcare social media space.
HIPAA Preso to NE Health Info Mgmt Assoc
- 1. Social at the SunHIPAA Privacy Issues and the Use of Social Media in the Healthcare EnvironmentMonday, May 2, 20113:00-3:45 pm
- 2. Who we are and why are we here?Matt Cyr – Director of Patient CommunicationsRyan Paul – Social Media SpecialistChildren’s doing social media since 2008Significant experience with HIPAA,compliance and legal issues of patient communications
- 4. Why is Children’s doing it?Open up two-way communicationPosition us as a leader in pedi health infoBuild online brand and reputation, which contributes to brick and mortar reputationAugment and enhance website activitiesRespond in real-time to service issues, complaints and opportunitiesSpread awareness of our services; drive volume
- 5. Social Media at Children’sBlogsThrive: pediatric healthVector: science and innovationYouTube17,500 views per month1,000 videos; 375 subscribersTwitter15 feedsApprox. 14,000 total followersFacebook19 pages575,000 fans; biggest hospital page in the worldComplete listing at chbos.org/socialmedia
- 6. HIPAA in the social media age BlogsYouTubeTwitterFacebook
- 7. BloggingPlatform to share timely, relevant news and infoReal-time feedback on contentControl messagingSEO benefitsPush expertise; build brandNear-total control
- 8. Children’s on YouTubePatient stories, clinical info and calls to action
- 9. #2 search engine in the world
- 10. Video brings your organization to life like no other medium
- 11. Significant controlChildren’s on TwitterReal-time communicationConnect and conversePush out our contentPersonal touch; easy to build relationshipsCheap and easy to maintainSignificant control
- 12. Children’s on FacebookOur posts viewed approx. 100 million timesEveryone’s there; it’s part of everyday lifeVery easy to share and interactGreat, cost-effective way to push out contentBreaks down walls and opens doorsLess control
- 13. Concerns in social mediaNegative commentsLibel/defamationEmployee activityHIPAA violationsMedical adviceMisinformationLosing controlPersonal vs. ProfessionalYour privacy settings
- 14. HIPAA Violations
- 15. Social Media PoliciesExternal: (childrenshospital.org/socialmedia)Disclaimer: patient-friendly languageTerms of Use: legal languagePatient & Family MaterialsInternalHR Social Networking Policy
- 16. External PoliciesAnything posted should not be considered medical adviceWe may remove content, but aren’t obligated to do soPostings on the page have the potential to be viewed by anyone, forever
- 17. Internal PoliciesHelps employees understand correct use – and the consequences of inappropriate behaviorCan be extension of current guidelinesElectronic communicationsStandards of Conduct policyEducateemployees to use technology wisely to make the right decisions
- 18. Internal PoliciesDecline friend requests from coworkers or patient families (sample language included)Communicate via secure messagingDo not post PHI or proprietary information on personal pagesDo not set up unapproved platformsAlthough sites are not blocked, do not use social media for personal purposes during work hours (management vs. technology)
- 19. Sticky issuesThe overwhelming majority of interactions, comments, questions and discussions are positive.But put systems in place to deal with them when they’re notService recovery opportunityWe work closely with Patient Relations and individual departments
- 22. At our best
- 23. At our best
- 24. What we’d ask of youGive us a chance to prove ourselvesThe vast (vast) majority of interactions are positive; don’t be overly worried about the bad stuffHelp the communicators in your organization address HIPAA and privacy challenges of social media; they’re looking for help
Editor's Notes
- #3: Talk here about your experience over 10 years working on HIPAA and privacy issues.Talk about Ryan’s day-to-day experience on the front lines.
- #6: To me this looks like a lot of opportunity; to you it might look like a lot of exposure. It’s both of course, which is why we hospitals and other health care organizations need to use social media, but do it thoughtfully.
- #7: In descending order of exposure, least to most, here are the most commonly used social media tools.
- #8: If set up properly, blogs can give you the most control of patient informationIt’s your site. You have responsibilities to your patients and contributors. Don’t let it be a free-for-all.
- #10: Twitter: Fairly small risk, but violations are possible because it’s an open source. Also lightning quick. A Tweet’s average lifespan is only minutes.
- #11: Facebook: Confusion about privacy settings, ability to post to other people’s walls, ease of uploading photos, ease of becoming a “fan”, breaks down barriers (friending a physician); easy to do the wrong thingWith that, I’ll have Ryan walk you through some specific situations we’ve encountered and how we’ve handled them.
- #12: Facebook: Confusion about privacy settings, ability to post to other people’s walls, ease of uploading photos, ease of becoming a “fan”, breaks down barriers (friending a physician); easy to do the wrong thingWith that, I’ll have Ryan walk you through some specific situations we’ve encountered and how we’ve handled them.
- #13: Facebook: Confusion about privacy settings, ability to post to other people’s walls, ease of uploading photos, ease of becoming a “fan”, breaks down barriers (friending a physician); easy to do the wrong thingWith that, I’ll have Ryan walk you through some specific situations we’ve encountered and how we’ve handled them.
- #14: Mention nurses going to Facebook for morale boosters
- #15: Mention nurses going to Facebook for morale boosters
- #16: Mention nurses going to Facebook for morale boosters
- #17: Mention nurses going to Facebook for morale boosters
- #18: Mention nurses going to Facebook for morale boosters
- #23: Here are the thoughts from our perspective; we’d love to hear your perspective.