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eHealth - Social Business in Health
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ehealth, integrating care, health monitoring, on line communication, interaction and (mobile) technology to care for health better
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rob halkes
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It’s been 10 years this month since Fred Lee published his book “If Disney Ran Your Hospital: 9 1/2 Things You Would Do Differently.” The book offers hospital administrators and service line directors key insights for transforming their “services” to “experiences,” including:
Over the past year, the Disney team – masters at consumer engagement – has transformed their entire experience with the addition of their MyMagic+ program. Hospitals can take this opportunity to learn from Disney’s leading-edge strategies about where experiences are going next:
At first glance, these may all look only like guest benefits. However, every interaction produces a bit of valuable guest-generated data, and Disney uses the data to learn more about what works and what needs improvement in their entire operation. They can better understand patterns of guest behavior and desires. They can quickly uncover dissatisfiers. They will have insights into which rides and restaurants are pulling their weight and which are not. Plus, they can better tailor each guest’s offer for their next visit based on past behavior. This kind of real-time data goes way beyond satisfaction surveys. Its wired back into the process to create a fast loop for continuous improvement. Beyond data advantages, when guests take the time to plan in advance, it produces operational efficiencies for improved capacity and revenue growth. Disney recently stated the technology investment is beginning to pay off in: increased park capacity (more volume), visitors spending more time on property (more money), and a better experience (more loyalty). A great example demonstrating that being centered on the guest and their experience results in benefits for the provider. Today, digital patient engagement technologies offer the same vision for healthcare: A personalized end-to-end patient-centered experience with at least one “memorable moment.” Patients preparing for surgery or working on treatment care plans from home, collaborating with friends and family online. True visibility for administration on what’s working and what’s not in their programs. Sound like a place “Where Dreams Come True”? Via Marc Phippen, COUCH Medcomms
rob halkes's insight:
Focusing on what the patient wants, and needs to cope with his or her conditions and therapy is a great principle to follow. Patient advocates, epatients, interviews, analysing the "patient journey" through your health care, gathering data about his or her activities/behaviour - all will open your window to insights about them. Take the effort! 
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Share This post is part of Altimeter’s Trends to Watch in 2014. To kick off the new year, here are seven trends I’m following closely in my research at Altimeter, inspired by my conversations with clients, keynote audiences, social media...
rob halkes's insight:
Certainly with som imagination to be recognized in health care markets, these disruptive trends.. What will 2014 bring and how will we see immanent changes?
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Research Report: The State of Social Business 2013: The Maturing of Social Media into Social Business Author: Brian Solis and Charlene Li, with Jessica Groopman, Jaimy Szymanski, and Christine Tran Publication Date: October 15, 2013 ltimeter Group conducts regular social business surveys to learn how social media is evolving within enterprise organizations. While we’ve included pieces of the data in previous reports, we are now making the survey results available to the public under a Creative Commons License as part of our Open Research. Some figures in this report also use survey results from 2010-2012 to provide year-over-year comparisons. We also include data and results from our newest survey that was conducted in Q3 2013. Analysis of our survey results reveal that social media is extending deeper into organizations and, at the same time, strategies are maturing. What was previously a series of initiatives driven by marketing and PR is now evolving into a social business movement that looks to scale and integrate social across the organization. The following report reveals how businesses are expanding social efforts and investments. As social approaches its first decade of enterprise integration, we still see experimentation in models and approach. There is no one way to become a social business. Instead, social businesses evolve through a series of stages that ultimately align social media strategies with business goals. Our hope is that the data shared in this report provides some perspective on where your company is today so that you can chart your own course for social business evolution.
rob halkes's insight:
Social business is extending into organisations indeed. Health care is deinfitely one of these. Although, respecting fundamental and specific characteristics of the business of care, it demands specific responses to change health care into a "social busines": the needed multidisciplinary nature of care, the demand for the active empowerment and self mangement of patients and the integration of therapy related activities into one, certainly to enable the right ourcomes for an individual case, but also to strive for cost effectiveness. Seeing all this in a perspective of "eHealth" might be the right starting point.
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