Healthcare Companies Still Don’t "Get" Social Media

“Social media is changing the nature of healthcare interaction, and health organizations that ignore this virtual environment may be missing opportunities to engage consumers.”
That was the very ominous and foerboding opening line from a press release announcing the findings of a report done by the Health Research Institute (HRI) at PwC US.
Anytime I see the words “engage” and “missing” I am automatically intrigued because as we all know it’s all about engagement: how to get engaged with your customers, how to stay engaged with your customers and how to ensure they stay engaged with you.
The report compared the social media activity of hospitals, pharma companies and health insurers to that of community sites and as you can see there is no comparison as community sites had 24 times more social media activity than corporate sites.
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This is very significant as the rerport aptly points out in that it has serious implications for “businesses looking to capitalize on social media opportunities.”
The report also includes findings from an HRI social media survey of more than 1,000 U.S. consumers and 124 members of the eHealth Initiative and include the following results:
  • One-third of consumers now use social media sites such as Facebook, Twitter, YouTube and online forums for health-related matters, including seeking medical information, tracking and sharing symptoms, and broadcasting how they feel about doctors, drugs, treatments, medical devices and health plans.
  • Four in 10 consumers say they have used social media to find health-related consumer reviews (e.g. of treatments or physicians); one in three have sought information related to other patients’ experiences with their disease; one in four have “posted” about their health experience; and one in five have joined a health forum or community.
  • When asked how information found through social media would affect their health decisions, 45 percent of consumers said it would affect their decision to get a second opinion; 41 percent said it would affect their choice of a specific doctor, hospital or medical facility; 34 percent said it would affect their decision about taking a certain medication; and 32 percent said it would affect their choice of a health insurance plan.
  • While 72 percent of consumers said they would appreciate assistance in scheduling doctor appointments through social media channels, nearly half said they would expect a response within a few hours.
  • As is the case more broadly, young adults are leading the social media healthcare charge. More than 80 percent of individuals between the ages of 18 and 24 said they were likely to share health information through social media channels and nearly 90 percent said they would trust information they found there. By comparison, less than half (45 percent) of individuals between the ages of 45 and 64 said they were likely to share health information via social media
What Does It All Mean?
Well I am glad you asked… 

What it all means, as the chart below demonstrates so well, is there is a golden opportunity for the hospitals, pharma companies and health insurers of the world to engage with their customers and prospects.
I realize the hospitals, pharma companies and health insurers of the world are very reticent to engage via social media for fear of all the rules and regulations that govern their every move but… at the very least you can engage people at a high level, yes?
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Sources: PR Newswire, Health Research Institute at PwC

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