Social Media in Healthcare: Creation of a Social Media Policy & Guidelines for Appropriate Usage Tom Ying1, BSc BSN RN, Val Cartmel2, BScN MA RN & Justin Karasick3, BBA 1University
ABSTRACT Introduction The advancement and popularity of technologies such as Web 2.0 and mobile technology has facilitated the dissemination of Social Media in healthcare (Centers for Disease Control and Prevention, 2011). Social Media can enhance collaboration and communication between individuals, healthcare providers, and patients for improved, meaningful person centered care and services, but significant privacy, confidentiality, and ethical risks exist (The Change Foundation, 2011). It is important for healthcare organizations to establish a clear policy to guide and educate staff on appropriate and responsible usage of Social Media (Barton & Skiba, 2012). Purpose: This was a project funded by Providence Health Care (PHC), in Vancouver, British Columbia, with the aims of creating a Social Media policy & guidelines. There were no existing such documents prior to project commencement.
of Victoria Masters in Nursing & Masters of Science in Health Informatics Candidate – 2014, 2Clinical Informatics Professional Practice Office, Providence Health Care, 3Communications & Public Affairs, Providence Health Care.
RESULTS
CONCLUSIONS
759 PHC staff participated in the Social Media & Mobile Technology survey. Survey results indicated that many staff at PHC were already using Social Media and mobile technologies at home and at work. 350 (47%) of staff (n=744) planned to use or increase their usage of mobile devices for their work in the future. 621 (83%) of those surveyed (n=744) thought that mobile devices are beneficial tools in the health care setting, whereas only 323 (45%) of those surveyed (n=714) perceive Social Media as beneficial tools in the health care setting; 190 (27%) were not sure (n=190). Some of the major perceived barriers for staff (n=696) in using Social Media or mobile devices in the work setting were: appearing unprofessional in front of patients and families (65%, n=449), lack of clear guidelines (51%, n=365), and lack of WIFI (50%, n=350). A majority of those surveyed would like greater management support for the usage of these technologies in the work setting, and believe that a Social Media policy & guideline is necessary. Below are some highlights from the survey:
From the Social Media survey results, we have discovered that there are gaps in knowledge about appropriate usage of these mobile devices and Social Media in health care, and there is an increasing need in adopting these tools to support practice in health care. There needs to be more education and greater initiatives to explore how Social Media could be leveraged and benefit the health care setting. The results of this survey were used to assist the creation and approval of a Social Media policy & guidelines for PHC. These documents have now been approved by the Seniors Leadership Team, and have been made available to PHC staff. Social Media can improve communication, collaboration and interaction; these tools have a great potential for enhancing the quality of relationships in the healthcare setting for staff, patients, families and communities (The Change Foundation, 2011). Healthcare professionals need to be aware of the privacy, confidentiality, ethical and legal risks with using these technologies in the healthcare setting (College of Registered Nurses of British Columbia, 2012). It is crucial to have a Social Media policy & guidelines, based on best practice literature, to help guide staff on appropriate usage. A needs assessment, such as a survey, is helpful in assessing the current behaviours, perceptions, and needs of the staff prior to policy & guideline creation. A needs assessment also provides valuable learning in relation to change management and education strategies for staff.
Social Media is defined here as: Interactive social networks of communication, which includes both internal PHC affiliated, and external, non-PHC associated Social Media, in which the Staff member’s relationship to PHC is recognized, identified or assumed. Objectives:
Acknowledgements
To create and implement a PHC Social Media policy & guidelines
We would like to acknowledge Aggie Black, Candy Garossino and David Byres for their expertise, leadership, vision and support in facilitating this project. We would also like to thank all the researchers and presenters we have met along the way for their information and resources.
To assess, engage and educate PHC staff on Social Media and Mobile technology
METHODS To determine best practice for the Social Media policy & guidelines, current research and existing Social Media policies or guidelines from various organizations (i.e. CDC, NHA) and Colleges of Registration (i.e. CRNBC, CPSBC, CMA) were reviewed. A survey was designed and offered to Providence Health Care (PHC) staff to assess current behaviours, attitudes, barriers, and future intentions of use with Social Media and mobile technology (e.g. smartphones, tablets, or laptops). Questions about mobile technology use were asked in the survey as these technologies are often tied together with, or enables Social Media use (Centers for Disease Control and Prevention, 2011). Survey results were subsequently used to help create the PHC Social Media policy & guidelines. An Apple iPad was offered as a prize for one randomly chosen staff member who participated in the survey. The survey was designed and offered online from the Canadian website ‘Fluidsurveys’ in order to comply with FIPPA. The data collected from all sources were organized and written into a draft policy & guidelines. This draft was then broadly engaged with key high interest stakeholders from various departments at PHC. Their feedback was used to revise the draft policy & guidelines into a final version. We met with the Senior Leadership Team at PHC to gain approval for the Social Media policy & guidelines.
References
Survey Quotes
•Barton, A.J., Skiba, D.J. (2012). Creating social media policies for education and practice. •Centers for Disease Control and Prevention (July, 2011). Health Communicator’s Social Media Toolkit. •College of Registered Nurses of British Columbia (2012). Social Media Policy. •The Change Foundation (June 2011). Using Social Media to improve healthcare quality: A Guide to Current Practice and Future Promise.
"I think if presented properly, Social Media has the potential to allow for PHC to achieve its goals in patient care” “We can communicate more efficiently; collaborate on care plans; share articles & research and meet professionals - we need to be supported!” “Educate older staff members! Reinforce that these apps are valuable and that staff are encouraged to use them - we are NOT goofing off! To stop using my iPhone would be like taking away my ability to read. It's my lifesaver and has become a part of my everyday practice.”
Questions? For any questions about the PHC Social Media project, feel free to contact us via email: Tom Ying: tom.ying@vch.ca Val Cartmel: val.cartmel@vch.ca