Social Response & Patient Experience Collaboration
Hello all! We are expanding our social media efforts and looking to this group to see if anyone can weigh-in on their processes around social media service recovery or direct me to any resources that may be helpful.
While our social media team responds to social media commentary 7 days per week, we are working to emphasize the importance of service recovery with our patient experience team. Here are a couple of quick questions that I am looking for feedback on:
1) Do you have a time expectation of service recovery from patient experience (i.e. 12 hours, 24 hours, etc)?
2) Do you triage all your social media issues to the appropriate patient experience contact after a response is posted on social media? Any examples of structure or process are helpful.
3) Does your patient experience team see all social media issues as they come in or do they receive a weekly/monthly report or a combination of both? One of our biggest challenges is around social comments that may be about a past experience; while there are meaningful insights from these comments the patient experience team doesn't place as much of an importance around the past experiences.
4) Any best practices or resources are extremely helpful!