In a recent blog post, Kim Fox, vice president with Nashville-based healthcare communications firm Jarrard Phillips Cate & Hancock, says leaders should not only be concerned with what patients say about their hospital on social media. Sometimes, employees are the ones to worry about.
"For example, how would you like to read this post just before you take your grandmother in for surgery," said Ms. Fox. "'Heading to work at *your hospital name*, soooo tired after a night out with friends.' Or, "Down another nurse on third floor at *your hospital name*. Call buttons will be going crazy today. Already stressed.' Or even worse… 'My job at *your hospital name* would be great if it wasn't for the patients. LOL.'"
These are messages employees may send without little thought. To make them think twice before hitting post, Ms. Fox recommended leaders talk to employees. "Show them posts like this. Ask them to view them from the patient's perspective," she said.
Leaders should create an additional outlet for hospital employees to vent internally, such as a hotline, "Ask the CEO" email account or internal Facebook page.
"The lesson learned: We spend a lot of time worrying about what our customers might say on social media, but our employees' comments can be far more damaging," said Ms. Fox. "Make sure they understand that, and make them a partner with you in doing something about it."
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"For example, how would you like to read this post just before you take your grandmother in for surgery," said Ms. Fox. "'Heading to work at *your hospital name*, soooo tired after a night out with friends.' Or, "Down another nurse on third floor at *your hospital name*. Call buttons will be going crazy today. Already stressed.' Or even worse… 'My job at *your hospital name* would be great if it wasn't for the patients. LOL.'"
These are messages employees may send without little thought. To make them think twice before hitting post, Ms. Fox recommended leaders talk to employees. "Show them posts like this. Ask them to view them from the patient's perspective," she said.
Leaders should create an additional outlet for hospital employees to vent internally, such as a hotline, "Ask the CEO" email account or internal Facebook page.
"The lesson learned: We spend a lot of time worrying about what our customers might say on social media, but our employees' comments can be far more damaging," said Ms. Fox. "Make sure they understand that, and make them a partner with you in doing something about it."
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