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

@hhamblin

Hi @DanHinmon, I'd love to take advantage of the 2-month premium trial as well. We manage digital media for several rural medical clinics and want to keep up to date on best practices.

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You're all set, Hilary. Trial Premium membership through March 31 2019. Enjoy the community!

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@colleenyoung

@lzipperer, ohhh I love the descriptor "Cybrarian". I've posted a link to the slides.

Additionally, here are a few of the resources I shared during the webinar or I think would be interesting further reading:

1. Young C, Community Management That Works: How to Build and Sustain a Thriving Online Health Community, J Med Internet Res 2013;15(6):e119 https://www.jmir.org/2013/6/e119/

2. About Connect https://connect.mayoclinic.org/page/about-connect/tab/aboutconnect/

3. How Moderate and Keep the Community Safe https://socialmedia.mayoclinic.org/2018/09/13/dont-let-these-3-common-fears-stop-you-from-creating-a-vibrant-patient-community/

4. Volunteer Mentors: The Secret Ingredient for Success of an Online Community https://socialmedia.mayoclinic.org/wpblogpost/volunteer-mentors-secret-ingredient-for-success-of-an-online-community/

5. Shifting the “Privacy Calculus” for the Patients Online https://socialmedia.mayoclinic.org/2019/01/15/shifting-the-privacy-calculus-for-the-patients-online/

6. Millington R. The Indispensable Community: Why Some Brand Communities Thrive When Others Perish. September 13, 2018

7. Kotsenas, Amy L. et al. The Strategic Imperative for the Use of Social Media in Health Care. Journal of the American College of Radiology , Volume 15 , Issue 1 , 155 – 161

8. Kotsenas, Amy L. et al. The Social Media DNA of Mayo Clinic—and Health Care. Journal of the American College of Radiology , Volume 15 , Issue 1 , 162 – 166

Let me know if there is something else you want.

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Thanks for adding these great resources, @colleenyoung. Very helpful! Really enjoyed your webinar.

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@merpreb

JK- I tried to find something on Patient Portal that was similar to Mayo Connect but there wasn't anything. I'm very surprised. And disappointed. The experience that your husband had with sending a question to his doctor on PP is one of the reasons that I use email and or call.

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@merpreb There is a forum that sounds similar to Connect but it really is not very good. I am on it, my first allegiance is to MGH of course, but it is so disappointing that I think I will just drop it. Someone there should spend time looking at Connect and try to emulate it, or get @colleenyoung to consult with them!
I have always gotten responses and I have at least 5 doctors there. My husband wonders if somehow the portal just did not work correctly, or perhaps someone checking messages mistakenly deleted it.
JK

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@merpreb

JK- I know! My Pulmonologist just retired because our local hospital could come to an agreement with her. They don't know it yet but they lost one of the most incredible doctors on their staff.
I do not see a team, although I have one. When my appointment is for a surgeon, radiologist or oncologist I see the doctors, at MGH. And my pcp gives me more than 15 min.

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@merpreb My PCP also gives me more time than that in his office, but I found it very disappointing when I was in the hospital at least 3 times prior to my liver transplant (this is the local hospital, not MGH) and he was totally uninvolved. I was in trouble, healthwise, and having a very tough time. No word from him at all. He told me that when a patient is in the hospital the hospitalists totally take over.
JK

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@colleenyoung

@lzipperer, ohhh I love the descriptor "Cybrarian". I've posted a link to the slides.

Additionally, here are a few of the resources I shared during the webinar or I think would be interesting further reading:

1. Young C, Community Management That Works: How to Build and Sustain a Thriving Online Health Community, J Med Internet Res 2013;15(6):e119 https://www.jmir.org/2013/6/e119/

2. About Connect https://connect.mayoclinic.org/page/about-connect/tab/aboutconnect/

3. How Moderate and Keep the Community Safe https://socialmedia.mayoclinic.org/2018/09/13/dont-let-these-3-common-fears-stop-you-from-creating-a-vibrant-patient-community/

4. Volunteer Mentors: The Secret Ingredient for Success of an Online Community https://socialmedia.mayoclinic.org/wpblogpost/volunteer-mentors-secret-ingredient-for-success-of-an-online-community/

5. Shifting the “Privacy Calculus” for the Patients Online https://socialmedia.mayoclinic.org/2019/01/15/shifting-the-privacy-calculus-for-the-patients-online/

6. Millington R. The Indispensable Community: Why Some Brand Communities Thrive When Others Perish. September 13, 2018

7. Kotsenas, Amy L. et al. The Strategic Imperative for the Use of Social Media in Health Care. Journal of the American College of Radiology , Volume 15 , Issue 1 , 155 – 161

8. Kotsenas, Amy L. et al. The Social Media DNA of Mayo Clinic—and Health Care. Journal of the American College of Radiology , Volume 15 , Issue 1 , 162 – 166

Let me know if there is something else you want.

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These are great links. Thanks.

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@contentandwell

@merpreb My PCP also gives me more time than that in his office, but I found it very disappointing when I was in the hospital at least 3 times prior to my liver transplant (this is the local hospital, not MGH) and he was totally uninvolved. I was in trouble, healthwise, and having a very tough time. No word from him at all. He told me that when a patient is in the hospital the hospitalists totally take over.
JK

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My local hospital too- I hate this type of healthcare. It seems to me to take away from our PCPs. I was in the hospital for pneumonia a few years back, Had to go through the ER. The Hospitalist didn't even order a CT scan

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@womenofteal

@DanHinmon I'm also interested in the free 2 month premium membership. Thanks

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You're in! I've updated your account to a 2-month premium trial through March 31, 2019. Glad to have you with us!

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@sasanof

online patient communities

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You had us stumped on this question, @sasanof 🙂 We've got to get with the lingo.

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I am sorry I missed the webinar yesterday. Not so easy from Amsterdam and with the time difference. I too would like a free 2 month trial. This as President of the World Federation for Incontinence and Pelvic Pain – WFIP. Sure I have a lot in common and to learn. Thanks. Lynne

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Sorry you couldn't join us yesterday, @mpoelgeest but fortunately the webinar is archived here so you can view it now. We had attendees from New Zealand, Australia and Canada who joined us. This topic clearly has international interest. I've upgraded your membership to premium for the 2-month trial through March 31, 2019. Feel free to add questions to this thread if you have some after viewing the webinar. Or start a new conversation in the community. Glad to have you on board!

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@DanHinmon

You're in! I've updated your account to a 2-month premium trial through March 31, 2019. Glad to have you with us!

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Thank you @DanHinmon

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Thank you for archiving this webinar. I was caught up with some caregiving responsibilities at the time. Patient communities have been my passion for a long time. I am the founder of an online patient community that is now 50,000+ strong. There is always something to learn. Just like peer-to-peer sharing for patients, there is always something to learn from peer-to-peer for online patient community builders.

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@pamressler

Wonderful webinar @colleenyoung @LeeAase @DanHinmon one of my key takeaways: creating a safe space and welcoming both conversations of successes and failures/challenges. Thanks for sharing your wisdom

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I agree with your comment, @pamressler. There are times that a discussion has been started and it did not go in favorable way and Colleen always reminds me that this is OK. Not every patient experience can be positive and sometimes things do go wrong. This is a reality in life and of course in the practice of medicine as well.

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@lyndagmitchell

Thank you for archiving this webinar. I was caught up with some caregiving responsibilities at the time. Patient communities have been my passion for a long time. I am the founder of an online patient community that is now 50,000+ strong. There is always something to learn. Just like peer-to-peer sharing for patients, there is always something to learn from peer-to-peer for online patient community builders.

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Hi Lynda. A great point. I just about to to start setting up one for a government healthcare service. Any tips!

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Hi Tony. First, make sure there is a need for it and tailor it to meet the needs of those you wish to serve. Have you done a needs assessment? If you'd like to read, Amy Jo Kim's book, Community Building on the Web, was my roadmap. It's an old book, but it has the fundamentals in it. Rich Millington (Feverbee) is a good to follow. He also has books and an online course. There's so much to say, but these will point you in the right direction.

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