Is Social Media Reminding Your Communities To Dislike Hospitals?

flickr: krossbow

Okay, full disclosure. I don’t like hospitals. I appreciate the kind people who work in hospitals and the healing that transpires there, but I still would rather not visit one. I’m with Chris Boyer on that. Dan Hinmon blogged about a conversation he had with Boyer. According to Hinmon, Boyer admitted that due to his type 1 diabetes, “my whole life is actively trying to stay out of a hospital.”

I’m not sure about Boyer, but what bothers me the most about hospitals is the scary beeping equipment, masked people, the potential of needles having to be placed in a vein, and the hallways where I always seem to run into a person in scrubs pushing a patient down the hall on a stretcher. Read more

Use Social Media to Strengthen Hospital Volunteer Programs and Patient Relations

Last week I took a red-eye flight from the West Coast to the Midwest because my dad had a health emergency. When I finally got to the hospital, I was tired and worried. I was greeted by complimentary valet parking (which was a great help because my elderly mom, who uses a wheel chair, was with me) and smiling volunteers.

I was in a hurry. My dad’s surgery was in less than ½ hour and I was rushing to see him before he went in. My dad was a high-risk patient, and there was real concern that he may not survive the surgery. Like many others, the hospital had undergone many additions over the years, and the hallways were maze-like.

A smiling volunteer helped me assist my mom from the car to a wheelchair and then guided us through the maze of hallways to the surgical floor. We arrived in time to see my dad, and even show him a few videos on my phone that his grandchildren had sent to boost his spirits. The short visit put him in a more positive frame of mind and made my mom and me feel more at peace with the situation. Read more

Likeability + Credibility Make Nurses Natural Bloggers

flickr: Mike Licht,

For years, one of our hospital clients asked us to write a patient-friendly article about their patient satisfaction reports so they could publish it in their community magazine.

Year after year, I searched the reports for a new angle so the article would not read like the prior year’s article. However, the truth was, except for the years when the hospital was undergoing construction or unveiling new construction, the reports were similar. Patients usually felt they waited too long in emergency rooms, the food could always be better and the doctors were good, but the nursing staff was great.

When the nursing care was perceived as good, patients were happy and their satisfaction survey reflected that. When they perceived the nursing care as not good, overall satisfaction scores suffered. The most common types of comments on those satisfaction surveys…you guessed it…gushing about nurses. Patients love them. Patients even remembered the names of their nurses when they wrote about them in their survey comments. Read more