Webinars

How Mayo Clinic’s Patient Community Changes Health Care and Advances Science

Thu, Jan 17, 2019
2:00pm to 3:00pm CT

Description

Patient online communities not only reduce isolation and anxiety when faced with a life-changing diagnosis, they can also improve health outcomes. As Community Director of Mayo Clinic Connect, Colleen Young wanted to do more than connect patients. She involved the Mayo Clinic enterprise: providers, managers, communications specialists, researchers, and frontline staff; demonstrating how they can learn from and engage with the patient community to:

  • Improve health care and service delivery
  • Discover champions
  • Increase brand loyalty
  • Educate health care providers
  • Co-create patient education
  • Change poor health behaviors
  • Advance science

You’ll learn how you can excite internal stakeholders up, down, and across your organization to recognize the value of the community and understand how they can harness it to help them do their work better. Thriving communities get stuff done.

Link to the presentation slides on SlideShare.

About Colleen Young Young

Colleen Young is the Community Director of Mayo Clinic Connect, a virtual community connecting patients with each other and to Mayo Clinic medical expertise. As an internationally recognized expert in building online patient communities that thrive, she frequently speaks about communicating the experience of illness in the digital age and the social web’s impact on participatory medicine, including at Stanford Medicine X and Mayo's Health Care Summit in Australia #MayoInOz. Colleen is a “tenacious connector of patients."

Location

Online

Questions? Contact:

socialmediacenter@mayo.edu

@briguyblock

I'm excited for the webinar. I'm curious to know if these communities have to require a special forum within a patient portal or existing site; or if they can be managed through private groups on Facebook for example. I'm aware of the pitfalls of what could exposed via Facebook, but there may be new security settings to ensure that PHI is protected within a group setting. I know updates and improvements are made throughout the year.

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Great question, Brian @briguyblock. Tagging @LeeAase (our host) and @colleenyoung (our presenter) to make sure they include this in the Q&A.

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@briguyblock

I'm excited for the webinar. I'm curious to know if these communities have to require a special forum within a patient portal or existing site; or if they can be managed through private groups on Facebook for example. I'm aware of the pitfalls of what could exposed via Facebook, but there may be new security settings to ensure that PHI is protected within a group setting. I know updates and improvements are made throughout the year.

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@briguyblock that is a choice that the hosting person or organization has to make.

Basically there are 3 choices:
1. A rental property, like Facebook, LinkedIn, etc. where you have no control over the platform UX, features or data. But people are on it already, so there is less work with creating habits, explaining UX, etc.
Good article here about why Facebook isn't free: https://www.feverbee.com/facebookgroups/

2. Owned and out of the box platforms like Discourse, Vanilla, Lithium, Carehubs, etc (See comparison list here https://www.feverbee.com/communityplatforms/) where you have some influence over design (branding and skinning), but benefit from the UX of features developed by the product owner. You have control over the data and what happens with it, but maybe not what or how data is collected. Some products have have more custom options than others.

3. Develop your own platform/forum, which is a considerable financial investment, not only to begin, but also to evolve with the community and user experience and expectations. Here you have total control over UX, design and data, but need more human resources to manage those aspects. Inspire.com, SmartPatients.com and HealthUnlocked.com have developed their own platforms.

For both options 2 and 3, you have to attract people to your platform and inspire them to establish the habit to return.

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@briguyblock

I'm excited for the webinar. I'm curious to know if these communities have to require a special forum within a patient portal or existing site; or if they can be managed through private groups on Facebook for example. I'm aware of the pitfalls of what could exposed via Facebook, but there may be new security settings to ensure that PHI is protected within a group setting. I know updates and improvements are made throughout the year.

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@briguyblock– I might be overstepping my boundaries or sticking my nose where it doesn't belong here,but when you mention patient portals the hairs on my neck raise up. So I'm sorry if this post is off the mark.
Patient portals are a big fat failure in America for any type of communications between doctors and doctors, patient and doctors, and patient to patient. Originally it might have been the hope that they would work like the European chip- where doctors could link into a patient's profile and history so that the best possible treatment is given, no matter where they were. PHI didn't seem to be the problem that it is here.
But in America they aren't set up this way. It seems that each hospital and dpctor's office has a different server and are incompatible with all the others. I live in Rhode Island. If I needed treatment at Kent County Hospital, twenty minutes away vs my local hospital at South County Hospital no doctor at Kent County would be able to see my history. To me it was the insurance companies who most benefited by these, not patients and certainly not doctors.

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@merpreb

@briguyblock– I might be overstepping my boundaries or sticking my nose where it doesn't belong here,but when you mention patient portals the hairs on my neck raise up. So I'm sorry if this post is off the mark.
Patient portals are a big fat failure in America for any type of communications between doctors and doctors, patient and doctors, and patient to patient. Originally it might have been the hope that they would work like the European chip- where doctors could link into a patient's profile and history so that the best possible treatment is given, no matter where they were. PHI didn't seem to be the problem that it is here.
But in America they aren't set up this way. It seems that each hospital and dpctor's office has a different server and are incompatible with all the others. I live in Rhode Island. If I needed treatment at Kent County Hospital, twenty minutes away vs my local hospital at South County Hospital no doctor at Kent County would be able to see my history. To me it was the insurance companies who most benefited by these, not patients and certainly not doctors.

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Merry @merpreb that's what I love about being a Mayo Clinic patient. I can easily communicate with my care team through the patient portal. I can also access any of my previous test results which is a real bonus to me for comparing stuff. I've been able to use it to determine whether or not I need to come in to see the doctor or to ask followup questions that I didn't think of during the last appointment. Mayo's patient portal is patient friendly ☺

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Hi John-That's wonderful John. MGH is like that too. But the patient portal is just for personal histories. I love my doctors and care. But everyone I think can learn a lesson form Mayo!

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@merpreb

Hi John-That's wonderful John. MGH is like that too. But the patient portal is just for personal histories. I love my doctors and care. But everyone I think can learn a lesson form Mayo!

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Hello everyone,

At Mass General, we have a patient portal called Patient Gateway. Like @merpreb mentioned you can see your personal histories, test results, appointments and billing information. You can also communicate with your care team like John mentioned. There is also an app which is very helpful as a patient.

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@moniquet– App? Yes, it's detail in my history is fantastic. I use emails to talk with my dr.'s. You use patient portal for that?

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@merpreb

@moniquet– App? Yes, it's detail in my history is fantastic. I use emails to talk with my dr.'s. You use patient portal for that?

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@merpreb – Yes, I do! It's so easy and I like how you can follow up on specific test results, upcoming appts, etc and it's secure. https://www.massgeneral.org/services/patientgateway.aspx

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Thank you Monique!

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@merpreb

@briguyblock– I might be overstepping my boundaries or sticking my nose where it doesn't belong here,but when you mention patient portals the hairs on my neck raise up. So I'm sorry if this post is off the mark.
Patient portals are a big fat failure in America for any type of communications between doctors and doctors, patient and doctors, and patient to patient. Originally it might have been the hope that they would work like the European chip- where doctors could link into a patient's profile and history so that the best possible treatment is given, no matter where they were. PHI didn't seem to be the problem that it is here.
But in America they aren't set up this way. It seems that each hospital and dpctor's office has a different server and are incompatible with all the others. I live in Rhode Island. If I needed treatment at Kent County Hospital, twenty minutes away vs my local hospital at South County Hospital no doctor at Kent County would be able to see my history. To me it was the insurance companies who most benefited by these, not patients and certainly not doctors.

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That's good feedback and your comments are welcome. Managing our patient portal isn't in my role, but working to make it as good an experience as possible is. I see where you're coming from and also wish it was more like other systems in some respects.

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@johnbishop

Merry @merpreb that's what I love about being a Mayo Clinic patient. I can easily communicate with my care team through the patient portal. I can also access any of my previous test results which is a real bonus to me for comparing stuff. I've been able to use it to determine whether or not I need to come in to see the doctor or to ask followup questions that I didn't think of during the last appointment. Mayo's patient portal is patient friendly ☺

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It's good to hear that not all patient portals are cumbersome. I know some can be.

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Welcome to the webinar! Enter your questions for Colleen by clicking on "post a comment" above.

Liked by Women of Teal

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@DanHinmon

Welcome to the webinar! Enter your questions for Colleen by clicking on "post a comment" above.

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Kia ora Dan – loving the Kiwi flag on the wall behind Lee! 🙂

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Hi Dan. I'm interested in the premium membership trial – just flagging now for getting in touch later.

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All I see is people posts on the side bar no talking or pictures Is this the webinar?

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