Social Business Intelligence for Healthcare

May 25, 2013
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I like to think of social business intelligence as listening to posts across the entire spectrum of social media outlets.  It is closely related to social customer relationship management, which also takes the next step to understand and act upon consumer and patient attitudes, perceptions and behaviors about brands, organizations and trends.  From what they learn on social channels, healthcare organizations could change their practices or positioning, refine the personalized information pushed out to individuals, create more focused contact lists, etc.

I like to think of social business intelligence as listening to posts across the entire spectrum of social media outlets.  It is closely related to social customer relationship management, which also takes the next step to understand and act upon consumer and patient attitudes, perceptions and behaviors about brands, organizations and trends.  From what they learn on social channels, healthcare organizations could change their practices or positioning, refine the personalized information pushed out to individuals, create more focused contact lists, etc.

Since I had already been thinking about this I was happy to contribute to a Beckers Hospital Review article about usingYelp to attract patients. One result of my participation is that I learned about a great new social business intelligence tool that can assist with understanding and enhancing satisfaction and experiences — patientSI.

When I speak to groups or at conferences, I usually address the topic of social business intelligence and the need to:

  • Monitor your reputation
  • Build your reputation
  • Identify what is being said about peer organizations

But patientSI takes it a step further and can also identify those who influence your reputation. The graphic below was borrowed from their site and shows some of the places were patients and consumers are leaving their thoughts about your organization’s care and services.  I always like to add foursquare to any list, because it isn’t a site most people automatically think of for online reviews.

healthcare social media

It is exciting to watch this evolution and see tools being developed that can contribute to improvements in performance and patient care.