taking the pulse of healthcare social media
DESCRIPTION
How The Scarborough Hospital developed an index to measure our reputation.TRANSCRIPT
Taking the pulse of healthcare social media
A prescription formeasuring reputation
Dave BourneManager, Corporate Communications
Twitter: @d_bourne
“Return on Engagement”
What should we be measuring?
And how do we do it?
What’s our product?What’s our product?
What does our reputation impact?
What might drivea hospital’s reputation?
• Trust and Service Quality• Personal Experience• Word-of-Mouth Recommendations from
trusted sources
Reputation Index: A quick overview
• Employee Opinion Surveys• Physician Opinion Surveys• Patient Satisfaction Surveys• Our social media Klout score• Our MRP quality score
Reputation Index
57.19
11
Score: 89.4%Score: 89.4%
2010 Rank: 2010 Rank: 11
22
Score: 83.6%Score: 83.6%
2010 Rank: 2010 Rank: 33
33
Score: 83.4%Score: 83.4%
2010 Rank: 2010 Rank: 22
44
Score: 81.5%Score: 81.5%
2010 Rank: 2010 Rank: 55
55
Score: 80.4%Score: 80.4%
2010 Rank: 2010 Rank: 77
66
Score: 79.8%Score: 79.8%
2010 Rank: 2010 Rank: 99
77
Score: 78.6%Score: 78.6%
2010 Rank: 2010 Rank: 66
88
Score: 78%Score: 78%
2010 Rank: 2010 Rank: 44
99
Score: 76.5%Score: 76.5%
2010 Rank: 2010 Rank: 88
1010
Score: 73.4%Score: 73.4%
2010 Rank: 2010 Rank: 1212
1111
Score: 72.9%Score: 72.9%
2010 Rank: 2010 Rank: 1111
1212
Score: 72%Score: 72%
2010 Rank: 2010 Rank: 1010
1313
Score: 71.1%Score: 71.1%
2010 Rank: 2010 Rank: 1515
1414
Score: 70.8%Score: 70.8%
2010 Rank: 2010 Rank: 1313
1515
Score: 70.7%Score: 70.7%
2010 Rank: 2010 Rank: 2626
1616
Score: 69.8%Score: 69.8%
2010 Rank: 2010 Rank: 2121
1717
Score: 69.8%Score: 69.8%
2010 Rank: 2010 Rank: 3131
1818
Score: 69.8%Score: 69.8%
2010 Rank: 2010 Rank: 1414
1919
Score: 69.2%Score: 69.2%
2010 Rank: 2010 Rank: 1818
2020
Score: 68.3%Score: 68.3%
2010 Rank: 2010 Rank: 3737
2121
Score: 67.6%Score: 67.6%
2010 Rank: 2010 Rank: 1717
2222
Score: 67.6%Score: 67.6%
2010 Rank: 2010 Rank: 3030
2323
Score: 67.5%Score: 67.5%
2010 Rank: 2010 Rank: 3535
2424
Score: 67.3%Score: 67.3%
2010 Rank: 2010 Rank: 2323
2525
Score: 66.7%Score: 66.7%
2010 Rank: 2010 Rank: 2525
2626
Score: 65.8%Score: 65.8%
2010 Rank: 2010 Rank: 4242
2727
Score: 64.6%Score: 64.6%
2010 Rank: 2010 Rank: 3636
2828
Score: 64.2%Score: 64.2%
2010 Rank: 2010 Rank: 2424
2929General ElectricGeneral Electric
Score: 64%Score: 64%
2010 Rank: 2010 Rank: 1616
3030
Score: 63.3%Score: 63.3%
2010 Rank: 2010 Rank: 2222
3131
Score: 63%Score: 63%
2010 Rank: 2010 Rank: 1919
3232
Score: 62.9%Score: 62.9%
2010 Rank: 2010 Rank: 2727
3333
Score: 62.2%Score: 62.2%
2010 Rank: 2010 Rank: 3939
3434
Score: 61.5%Score: 61.5%
2010 Rank: 2010 Rank: 3232
3535
Score: 61.2%Score: 61.2%
2010 Rank: 2010 Rank: 4141
3636
Score: 60.9%Score: 60.9%
2010 Rank: 2010 Rank: 6363
3737
Score: 60.8%Score: 60.8%
2010 Rank: 2010 Rank: 2929
3838
Score: 60.8%Score: 60.8%
2010 Rank: 2010 Rank: 3434
3939
Score: 60.4%Score: 60.4%
2010 Rank: 2010 Rank: n/an/a
4040
Score: 60.4%Score: 60.4%
2010 Rank: 2010 Rank: 5151
4141
Score: 60.2%Score: 60.2%
2010 Rank: 2010 Rank: 9595
4242
Score: 59.9%Score: 59.9%
2010 Rank: 2010 Rank: 4949
4343
Score: 59.5%Score: 59.5%
2010 Rank: 2010 Rank: 3333
4444
Score: 59.1%Score: 59.1%
2010 Rank: 2010 Rank: 2020
4545
Score: 58.6%Score: 58.6%
2010 Rank: 2010 Rank: 2828
4646
Score: 57.8%Score: 57.8%
2010 Rank: 2010 Rank: 5454
4747
Score: 57.6%Score: 57.6%
2010 Rank: 2010 Rank: 4545
4848
Score: 57.6%Score: 57.6%
2010 Rank: 2010 Rank: 4040
4949
Score: 57.3%Score: 57.3%
2010 Rank: 2010 Rank: 4343
5050
Score: 56.9%Score: 56.9%
2010 Rank: 2010 Rank: 5656
5151
Score: 56.8%Score: 56.8%
2010 Rank: 2010 Rank: 3838
5252
Score: 56.6%Score: 56.6%
2010 Rank: 2010 Rank: 5555
5353
Score: 55.8%Score: 55.8%
2010 Rank: 2010 Rank: 7676
5454
Score: 53.7%Score: 53.7%
2010 Rank: 2010 Rank: 5959
5555
Score: 52.8%Score: 52.8%
2010 Rank: 2010 Rank: 6767
5656
Score: 52.6%Score: 52.6%
2010 Rank: 2010 Rank: 8686
5757
Score: 52%Score: 52%
2010 Rank: 2010 Rank: 4444
5858
Score: 50.2%Score: 50.2%
2010 Rank: 2010 Rank: 4848
5959
Score: 50.2%Score: 50.2%
2010 Rank: 2010 Rank: 5050
6060
Score: 49.9%Score: 49.9%
2010 Rank: 2010 Rank: 5757
6161
Score: 49.9%Score: 49.9%
2010 Rank: 2010 Rank: 6868
6262
Score: 49.6%Score: 49.6%
2010 Rank: 2010 Rank: 6161
6363
Score: 49.6%Score: 49.6%
2010 Rank: 2010 Rank: n/an/a
6464
Score: 48.8%Score: 48.8%
2010 Rank: 2010 Rank: 8989
6565
Score: 48.7%Score: 48.7%
2010 Rank: 2010 Rank: 5252
6666
Score: 48.6%Score: 48.6%
2010 Rank: 2010 Rank: 7272
6767
Score: 48.5%Score: 48.5%
2010 Rank: 2010 Rank: 4646
6868
Score: 48.5%Score: 48.5%
2010 Rank: 2010 Rank: 6464
6969
Score: 48.4%Score: 48.4%
2010 Rank: 2010 Rank: 6262
7070
Score: 48.3%Score: 48.3%
2010 Rank: 2010 Rank: n/an/a
7171
Score: 48.3%Score: 48.3%
2010 Rank: 2010 Rank: 4747
7272
Score: 47.2%Score: 47.2%
2010 Rank: 2010 Rank: 5858
7373
Score: 46.5%Score: 46.5%
2010 Rank: 2010 Rank: 6666
7474
Score: 45.7%Score: 45.7%
2010 Rank: 2010 Rank: 5353
7575
Score: 45.7%Score: 45.7%
2010 Rank: 2010 Rank: n/an/a
7676
Score: 45.2%Score: 45.2%
2010 Rank: 2010 Rank: 7474
7777
Score: 44.8%Score: 44.8%
2010 Rank: 2010 Rank: 7373
7878
Score: 44.6%Score: 44.6%
2010 Rank: 2010 Rank: 7575
7979
Score: 44.5%Score: 44.5%
2010 Rank: 2010 Rank: 6565
8080
Score: 44.1%Score: 44.1%
2010 Rank: 2010 Rank: 7171
8181
Score: 41.8%Score: 41.8%
2010 Rank: 2010 Rank: 8585
8282
Score: 41.6%Score: 41.6%
2010 Rank: 2010 Rank: 6060
8383
Score: 40.9%Score: 40.9%
2010 Rank: 2010 Rank: 9393
8484
Score: 40.9%Score: 40.9%
2010 Rank: 2010 Rank: 9696
8585
Score: 40.2%Score: 40.2%
2010 Rank: 2010 Rank: n/an/a
8686
Score: 39.2%Score: 39.2%
2010 Rank: 2010 Rank: 7070
8787
Score: 38.8%Score: 38.8%
2010 Rank: 2010 Rank: 7878
8888
Score: 37.8%Score: 37.8%
2010 Rank: 2010 Rank: 8484
8989
Score: 37.4%Score: 37.4%
2010 Rank: 2010 Rank: 8787
9090
Score: 37.3%Score: 37.3%
2010 Rank: 2010 Rank: 7979
9191
Score: 36.4%Score: 36.4%
2010 Rank: 2010 Rank: 9090
9292
Score: 36%Score: 36%
2010 Rank: 2010 Rank: 8282
9393
Score: 35.3%Score: 35.3%
2010 Rank: 2010 Rank: 8080
9494
Score: 34.9%Score: 34.9%
2010 Rank: 2010 Rank: n/an/a
9595
Score: 34.6%Score: 34.6%
2010 Rank: 2010 Rank: n/an/a
9696
Score: 34.2%Score: 34.2%
2010 Rank: 2010 Rank: 8181
9797
Score: 33.9%Score: 33.9%
2010 Rank: 2010 Rank: n/an/a
9898
Score: 33.6%Score: 33.6%
2010 Rank: 2010 Rank: 9494
9999
Score: 33.4%Score: 33.4%
2010 Rank: 2010 Rank: 9999
100100
Score: 32.6%Score: 32.6%
2010 Rank: 2010 Rank: n/an/a
Next Steps:
• Track Reputation Index over time (update monthly)
• Repeat Leger study bi-annually • Convince other hospitals to undertake similar
work to establish benchmarking• Evaluate category weighting over time
