Discussions

CNN Article

Posted by Laura Smith @laurasmith, Aug 13, 2018

Wow! This has to be one of the biggest nightmares of any social media manager or PR worker. What were some of the things taken into consideration with the reply article? What other crisis response methods are being taken?
https://newsnetwork.mayoclinic.org/discussion/mayo-clinic-responds-to-patient-story-published-by-cnn/?utm_source=facebook&utm_medium=sm&utm_content=post&utm_campaign=mayoclinic&geo=national&placementsite=enterprise&mc_id=us&cauid=100502&linkId=55503410

As you can imagine @laurasmith we are monitoring all the social platforms and responding appropriately. I'm not in the meetings so can't speak to specific considerations re: the reply. This will make a very interesting case study when the dust clears. Do you have advice?

@DanHinmon Curious, your team is still posting social content un-related to this situation, but it's also getting trolled. Is the social team at all considering going quiet while you brave this storm?

Definitely a consideration, @kristagregg.

Liked by Krista Gregg

I'm seeing it through Instagram, Reddit, and other platforms as well. I saw your responses on Twitter and FB. Curious, if it is better to post once on the platform and weather the storm or do you actively seek out popular pages that also are sharing the story?

In my experience, whenever there is a patient complaint there is usually something to learn, but I think it is important to remember that the Mayo Clinic has the top rated Neurosurgery program in the country per US News

This was a severe bleed from a brain aneurysm- in the best of cases, when someone survives, there is permanent deficit in 4/7 patients.

If indeed she is functional and now in college, then this was an incredible save and I am happy for her and her family. Although it would be interesting to hear her side of the story directly in an interview – if she is able to relay it – I think it shows a great deal of compassion to just let this one go.

Also, I wonder if there should be a system in place for large healthcare organization to have a 30 -50 story media response buffer in place to change the nature of the conversation.

That is, instead of going silent, or inappropriately directly responding to a negative media report, REALLY show off what makes you one of the top healthcare orgs in the world.

Example: Here's a tweet I just posted about the Mayo Clinic and a 3 year old with seizures:

‪"Baby with epilepsy receives early diagnosis and specialized care at Mayo…

‪One of the reasons @mayoclinic has the best #neurosurgery programs in the US! "‬

@matthewrehrl

In my experience, whenever there is a patient complaint there is usually something to learn, but I think it is important to remember that the Mayo Clinic has the top rated Neurosurgery program in the country per US News

This was a severe bleed from a brain aneurysm- in the best of cases, when someone survives, there is permanent deficit in 4/7 patients.

If indeed she is functional and now in college, then this was an incredible save and I am happy for her and her family. Although it would be interesting to hear her side of the story directly in an interview – if she is able to relay it – I think it shows a great deal of compassion to just let this one go.

Also, I wonder if there should be a system in place for large healthcare organization to have a 30 -50 story media response buffer in place to change the nature of the conversation.

That is, instead of going silent, or inappropriately directly responding to a negative media report, REALLY show off what makes you one of the top healthcare orgs in the world.

Example: Here's a tweet I just posted about the Mayo Clinic and a 3 year old with seizures:

‪"Baby with epilepsy receives early diagnosis and specialized care at Mayo…

‪One of the reasons @mayoclinic has the best #neurosurgery programs in the US! "‬

Jump to this post

Thank you so much for your support and recommendations. Always something to learn, no matter how big the organization!

@matthewrehrl

In my experience, whenever there is a patient complaint there is usually something to learn, but I think it is important to remember that the Mayo Clinic has the top rated Neurosurgery program in the country per US News

This was a severe bleed from a brain aneurysm- in the best of cases, when someone survives, there is permanent deficit in 4/7 patients.

If indeed she is functional and now in college, then this was an incredible save and I am happy for her and her family. Although it would be interesting to hear her side of the story directly in an interview – if she is able to relay it – I think it shows a great deal of compassion to just let this one go.

Also, I wonder if there should be a system in place for large healthcare organization to have a 30 -50 story media response buffer in place to change the nature of the conversation.

That is, instead of going silent, or inappropriately directly responding to a negative media report, REALLY show off what makes you one of the top healthcare orgs in the world.

Example: Here's a tweet I just posted about the Mayo Clinic and a 3 year old with seizures:

‪"Baby with epilepsy receives early diagnosis and specialized care at Mayo…

‪One of the reasons @mayoclinic has the best #neurosurgery programs in the US! "‬

Jump to this post

Just retweeted your tweet, @matthewrehrl. Changing the conversation is tough when trolls are attacking, but every little bit helps!

You know, I also liked the use of your pinned tweet functionality for your response. I don’t think we use that function enough on Twitter.

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@DanHinmon

As you can imagine @laurasmith we are monitoring all the social platforms and responding appropriately. I'm not in the meetings so can't speak to specific considerations re: the reply. This will make a very interesting case study when the dust clears. Do you have advice?

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I would emphasize the dedication to patient privacy, The patient signed a release form, which I'm sure Mayo can use to tell its side of the story, but still decides to respect patient privacy. That's taking the moral high ground, and should be pointed out!

I found this post by the Kansas City Star to be interesting. The story is mostly about our local hospitals, but the comments on the post are all praising Mayo. I hope the U.S. News & World Report rankings make your jobs a bit easier and this quickly blows over.

The Mayo Clinic in Minnesota was No. 1 nationally this year.

Posted by The Kansas City Star on Tuesday, August 14, 2018

@DanHinmon

As you can imagine @laurasmith we are monitoring all the social platforms and responding appropriately. I'm not in the meetings so can't speak to specific considerations re: the reply. This will make a very interesting case study when the dust clears. Do you have advice?

Jump to this post

Patient privacy is definitely something most people can understand and relate to. Sadly, as we've all learned, trolls are not there to gain better understanding,but to attack and disparage. Frequently the best response is to ignore, as uncomfortable as that can be. Thanks for your thoughts @laurasmith

@rmullins80

I found this post by the Kansas City Star to be interesting. The story is mostly about our local hospitals, but the comments on the post are all praising Mayo. I hope the U.S. News & World Report rankings make your jobs a bit easier and this quickly blows over.

The Mayo Clinic in Minnesota was No. 1 nationally this year.

Posted by The Kansas City Star on Tuesday, August 14, 2018

Jump to this post

I appreciate your empathy, @rmullins80. Looks like the trolls are backing off some. Doesn't hurt that other big stories are dominating the news yesterday and today. Most people move on… (I'm glad I resisted the urge to use #FakeNews hashtag in my Tweets about the CNN story :-))

We'll have a blog post with some additional background on this tomorrow morning. For now, here's our updated statement https://newsnetwork.mayoclinic.org/discussion/mayo-clinic-responds-to-patient-story-published-by-cnn/

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