Last week I wrote about social media and the link to patient experience. There’s no doubt that the public is speaking. And although hospitals and health systems can orchestrate a strategic communication plan and the best, most creative advertising campaign, consumers have their own forums for sharing thoughts, feelings and opinions. As I’ve said hundreds of times in the past decade; Quality is in the eye of the beholder. And each individual is defining exactly what that is. Many Tweet about it.
iHealthBeat released a story yesterday about a website that uses Twitter to help patients gauge experiences with hospitals. CrowdClinical.com, developed by Harvard researcher Jared Hawkins scans streams of recent Tweets for comments about healthcare organizations to reveal public sentiment. They have also released the rank of the top 10 facilities. I’m thrilled to see my clients among the esteemed list, but the key message is that the people are speaking and their voices are being heard.
Wouldn’t you love to know what people would tweet about your organization BEFORE they post? Think about it; that is exactly what mystery shopping shows you. If you aren’t already employing mystery shopping as part of your marketing and communication mix, you may want to start.