一个非营利的卫生系统,Spectrum Health Systemis West Michigan’s largest employer with more than 23,000 employees across 12 hospitals. Spectrum Health is responsible for providing credible health care information and discussions among their online communities. Taking this commitment to social media, the organization builds trusting relationships and promotes wellness in their communities.

12

hospitals with a social media presence

23,000+

医院员工

24 hr

国家规定的社交媒体响应时间达到了

什么they did

作为一个既定的医疗保健组织,我们有责任成为一般健康对话的一部分,提供可靠的信息。

迈克尔·约德(Michael Yoder) Social Media Consultant

Navigating HIPAA regulations to be a trusted source of information

公共服务机构(例如医院)必须成为相关对话的一部分,并可以在患者想要连接的任何渠道上使用。Spectrum Health的社交媒体顾问Michael Yoder说:“人们越来越多地转向社交媒体,但那里存在很多错误信息。”“卫生保健系统必须提供有关免疫,流感病毒,治疗,埃博拉病毒的可信信息,您将其命名 - 需要有理性的声音。”

但是,就像在任何受高度监管的行业一样,医疗保健组织更谨慎地采用新技术,因为规则和法规hipaa。Challenged to effectively serve their community—by answering inquiries quickly, sharing information, and making connections—in a compliant way, Spectrum Health found a solution in theHootsuite企欧宝电竞下载软件业生态系统

How they做到了

Spechealth2

定制Hootsuite生态系统为他们工作

By partnering with the best applications, integrations, tools, and resources available, the Hootsuite ecosystem gives global organizations the power of choice, depth of integration, and expertise to scale. This thriving ecosystem is made up of over 100 app integrations, technology partners, agencies, and solution partners.

了解Spectrum Health的数字组织结构

迈克尔•尤德、克里斯汀Coppens的社会al Media Specialist at Spectrum Health, work together as a center of excellence, overseeing all communications for a dozen social media contributors across the hospital network. Working withHootsuite’s Professional Services, their dashboards are set up to mirror a hub and spoke business model, with them at the centre. This lets themmonitor all contributor-conversations, assign messages, pull reports, and approve or decline scheduled messages.

Instead of relying on one single vendor to support the organization and entrust security measures, Spectrum Health uses Hootsuite’s ecosystem to handpick the best applications, integrations, and tools for them.

使用BrandWatch和Hootsuite提供出色的社交客户服务

例如,频谱健康是需要在24小时内回应所有直接查询。But because the dozen contributors across the various hospitals aren’t dedicated to managing social media, Michael monitors for communications through Hootsuite andBrandWatch。通过BrandWatch设置聆听流和通知,一旦询问进来并将其分配给正确的贡献者,例如,儿童医院回答了大多数与儿科相关的问题。

Hootsuite is great for us. Just this morning I was looking at direct messages and comments, making assignments that notify coordinators at different hospitals. Hootsuite empowers our team to be autonomous and take ownership—without风险。

迈克尔·约德(Michael Yoder) Social Media Consultant
Spechealth3

通过Hootsuite Analytics报告成功和测量响应时间

迈克尔生成Hootsuite Analytics跟踪社交媒体使用,社区成长和参与的报告以及客户服务响应时间,例如作业数量和解决时间。

Navigating HIPAA regulations by adding Nexgate to their ecosystem

使用Hootsuite的决定因素之一是能够添加Nexgate社会巡逻确保并确保社交媒体合规性,尤其是在共享任何与患者有关的内容时。通过在所有社交渠道中整合Nexgate,他们会被告知任何未经授权的个人资料更改(例如图像更改)或患者联系信息的包含,以便他们可以immediately lock down the channel or adjust for compliance。如果患者想进一步讨论他们的个人健康,他们可以轻松地离线对话。

“之前,这是通过所有消息和标志以获取患者联系方式的手动过程,但是今天,使用Nexgate,我们可以将其设置为在后台自动操作,以便我们不必担心,”克里斯汀分享道。

The results

With an organization of 23,000 employees and only two people corporately responsible for the whole system, having centralized control is essential. Now with Hootsuite, all of their social administrators are on one dashboard, giving Yoder the ability to track, analyze, and report on the platform unlike ever before.

  • Responds to inquiries within required 24 hours
  • Remains compliant with HIPAA regulations
  • 进行社交对话以消除健康谣言并分享可信赖的知识
  • Integrates Nexgate HIPAA compliance and security monitoring across every social channel for 12 hospitals

今天,monitoring for compliance can be automatedthrough Hootsuite and partner integrations. This frees up Michael and Kristin to improve strategies, support contributors, and build communities by sourcing and sharing relevant, trustworthy content. They were able to achieve all of this because of Hootsuite’s open ecosystem.

例如,克里斯汀(Kristin)最近举办了“太阳安全” Twitter聊天Hootsuite的内容库to pull all questions, answers, and fast facts to sort and publish in the chat. By monitoring the #SunSafety hashtag in-stream, she sourced new questions and comments, fueling the conversation. Keeping everything consistent means that she can do more campaigns like this to engage and educate followers.

Before Hootsuite and even social media, we connected with our patient community by phone and email. Now, we monitor all related conversations from just about anywhere and respond accordingly. Social media is great opportunity to be more aware, to be more engaged, and provide a更好的经验。

迈克尔·约德(Michael Yoder) Social Media Consultant

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