how to work like a network: for the health industry professional

ENTERPRISE SOCIAL FOR HEALTHCARE

How to Work Like a Network: For the Health Industry ProfessionalYour Guide to Driving Impact for Better Health with Enterprise Social


Estimated reading time: 20 minutes

IntroductionPart One: Establish Task Force HeadquartersPart Two: Fortify and Mobilize the Task ForcePart Three:Initiate Operation Transformation

Table of Contents

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Enterprise Social describes a new way of working that taps into the power of human networks. It’s an approach that brings the essence of consumer social networks—connecting with others, rapid information sharing, and easy discovery—to the enterprise. By connecting individuals to a dynamic network of people and information, Enterprise Social enables employees to respond faster, accomplish more, and keep your business moving forward together.

The Microsoft vision for Enterprise Social is to empower organizations to work like a network by delivering seamless social experiences across familiar applications people already use, including Microsoft Office 365, Microsoft Dynamics CRM, Yammer, SharePoint Online, Lync, and virtually any other application or service that matters to your company.


The epoch of healthcare transformation is well underway, and you’ve got your game face on. You’re doing everything you can to keep up with the changing tides of healthcare reform, but you can’t go it alone. Making healthcare affordable, sustainable, and accessible is no small feat. You need an entire team of change champions on your side—a transformation task force—to collaborate, innovate, and ultimately accelerate the new age of healthcare.

It’s not just about healthcare anymore—it’s about health. Better health for everyone. And this big idea will work only if everyone gets involved—patients, providers, administrators—the whole healthcare ecosystem. This is your task force of trailblazers and groundbreakers. Each member plays a vital role in healthcare reform, and each member shares equal responsibility in moving the mission forward.

Of course, every task force needs a headquarters. A bat cave. A central lab for idea incubation. And every task force HQ needs agile technology to power it all. A robust set of tools that keeps everyone engaged, connected, and empowered—anytime, anywhere.

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ENTERPRISE SOCIAL FOR BUSINESS LEADERS

This is your guide to connecting providers, patients, administrators, and administrators using Microsoft Enterprise Social technologies. We start with the basics—the pros, benefits, and perks of using Enterprise Social for healthcare. Next, we show you three powerful ways to connect your task force.

Finally, we show you how to start working like a network to transform healthcare.

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Establish Task Force HeadquartersPart One:


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The Value of Enterprise Social for Healthcare Consider this: People check their mobile devices about 150 times a day, usually to connect with some of the 1.8 billion other people also using mobile devices. That’s a lot of connecting.

What if you could harness that same networking power and apply it to healthcare innovation? How many problems could you solve? How much could you improve patient care?

Enterprise Social helps you do exactly that:

• Unite health professionals and patients with effective communication channels.

• Facilitate innovation and collaboration across departments, hospitals, clinics, and other locations.

• Listen, learn, and adapt to rapid industry changes.


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With Enterprise Social technologies, your task force can:

• Streamline team conversations by creating a Group in Yammer.

• Detect health issues in surrounding communities with Microsoft Social Listening.

• Coauthor and share documents with Office 365.

• Access patient information and documentation using SharePoint or OneDrive.

• Send instant messages and set up video conferences instantly with Lync.

“Our employees can now collaborate and communicate independent of time or place and can access the documents that they need in order to do their jobs from anywhere and at any time.”

—Miranda de Gouw, Information and Automation Manager, Florence Zorg

Fortify and Mobilize the Task ForcePart Two:


Every member of your task force has a unique role to play in healthcare transformation, and it’s time to arm them with the tools they need to jump into the mission and fight for reform.

Listen Up and Bring Healthcare to the People

Healthcare consumers are hungry for change. They know that the United States has the highest per-capita health costs in the world, and they’re ready for a little less talk and a little more action. They’re not going to settle for the status quo in today’s information age—they want to know how much it’s going to cost, why it costs so much, and what they can do to mitigate those costs. In other words, they want a seat at the table.

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Nine out of ten people want a say in important decisions regarding their healthcare.

—Altarum Institute’s Survey of Consumer Healthcare Opinions


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Take the Social Pulse

Over 70 percent of all Internet users are active social media users, and 90 percent of 18–24-year-olds say they trust medical information shared by others on social media networks. What does that mean for you? It means healthcare consumers are out there in droves, and they’re looking for ways to improve their health.

Keep your finger on the pulse of what your patients want to know with Microsoft Social Listening:

• Tap into emerging health and wellness trends to better frame provider/patient conversations.

• Monitor social sentiment about your health organization across all of your social networks.

• Collect invaluable customer data to improve care delivery.


Empower Action

Engaged patients enjoy better outcomes and incur lower costs; however, patients often have trouble following treatment plans and would appreciate a little peer pressure from their doctor between visits.

Patient engagement systems are a large chunk of health reform initiatives. In fact, Meaningful Use Stage 2 practices involve using secure electronic messaging to communicate with patients.

Enterprise Social helps providers and patients stay in touch before, after, and between office visits with secure, cloud-based email. Advanced encryption keeps every exchange secure, helping patients safely ask questions, view care plans, prepare for visits, and make informed decisions.

Research shows…

Eighty-three percent of patients don’t follow treatment plans.

Forty-two percent would be more likely to follow treatment plans with coaching from their doctors between visits.

Fifty-five percent of providers don’t communicate with patients outside of the office.

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Encourage Prevention

A patient’s role in your transformation task force is taking charge of their own health. You can improve healthcare, but patients have to meet you halfway by staying proactive.

Encourage your community to commit to healthy living through thriving social communities via Yammer external networks. Patients can use their desktop or mobile devices to interact in a secure, moderated environment run by healthcare professionals they trust. Using this network, you can easily disseminate prevention information and create healthy dialogues around simple things patients can do to stay healthy. After all, knowledge is the best medicine.

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Chronic diseases are the most preventable, yet they account for:

Seventy-five percent of healthcare spending.

Eighty-one percent of hospital admissions.

Sixty percent of deaths worldwide.


“The function of protecting and developing health must rank even above that of restoring it when it is impaired.”

—Hippocrates

Ways Enterprise Social Can Help You Join Forces with Patients3

Tell Me About Your Symptoms

Use Microsoft Social Listening to tap into social media channels and identify broader health and wellness trends facing your community.

Take One and Call Me in the Morning

Stay in touch before, after, and between office visits with Office 365, Lync, and Skype, and establish stronger provider/patient relationships, even on the go.

An Apple a Day

Create health and wellness communities using Yammer external networks, and provide a forum for addressing general questions about healthy lifestyle habits.

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Organize the Ranks to AdaptHealthcare institutions are moving from standalone hospitals to robust health systems that include physician practices, ambulatory centers, diagnostic centers, home care services, wellness centers, and more. This means that healthcare professionals must perform as a tightly knit multidisciplinary team with impeccable communication to mitigate adverse medical events. Why? Because poor communication breeds inefficient workflows, redundancy, and patient safety issues.

Part of the Affordable Care Act is improving overall quality by making healthcare more patient-centered, reliable, accessible, and safe. As you accomplish these goals, you’ll increase referrals and achieve excellent HCAHPS scores, resulting in continued growth and profitability for your healthcare system.

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“At the clinic, we need the free flow of one-to-many communications among doctors, allied health professionals, clinic staff, and patients to coordinate efficient patient care. Our EMR [electronic medical record] system did not facilitate communication among providers. We wasted time trying to reach people by phone and waiting for emails, time we could be spending on providing care. With our Yammer-based network, we have the tools to truly transform healthcare in a sustainable manner.”

—Dr. Sanjeev Goel, Physician, Wise Elephant Family Health Team, Brampton, Ontario

So how do you improve quality? You improve communication. The Joint Commission Sentinel Event database shows that 70 percent of reported sentinel events were a direct result of insufficient care-team communication. In other words, when providers miscommunicate, patients suffer.

You can improve patient safety by connecting your care teams with real-time communication to share expertise, ask questions, and further evidence-based care.

The result of more efficient communication? Increased accountability, fewer gaps in care, better use of resources, and fewer adverse events.

Collaborative Work SpacesCreate designated collaboration spaces for teams or projects using Yammer. Healthcare professionals can subscribe to groups specific to their specialty, getting quick access to the information and people most relevant to them.

Quick Information AccessIncrease operational efficiency with Office Delve, an app that surfaces personalized content from across Office 365. Administrators and clinicians alike can break down silos and quickly find pertinent documents based on user activity, meaning less time digging for documents and more time caring for patients.

Flexible Teamwork HubsCo-edit documents, including anything from budget proposals to patient care protocols to department initiatives, using Office Online. Discuss real-time changes and updates in side-by-side document conversations while files automatically sync via Microsoft OneDrive.

Virtual Meeting RoomsDispersed teams across various hospitals, clinics, or rural locations can easily communicate using Microsoft Outlook, Lync, or Skype for Business, eliminating travel, bandwidth, and conferencing costs.

Instant Internal UpdatesKeep every single employee—no matter their location—in the loop with the Yammer mobile app. Employees can engage in crucial conversations and access important documents on any device, any platform, any time.

Ways to Connect Care Teams with Enterprise Social

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Enterprise Social Task Forces in Action

Tag Teaming ItPrimary care physician Doctor Hyer has a patient presenting with a mild rash. She thinks it’s atopic eczema but would like a dermatological consult to be sure. Dr. Hyer uses Lync to send an instant message with a photo of the rash to a dermatologist in a sister clinic who responds within minutes with confirmation and advice on a treatment plan.

Building a Unified FrontA large healthcare provider has 22 hospitals and 186 clinics housed across three different states and is working on a new initiative to standardize care with enterprise-wide care process models. To get each location on board, they created a knowledge base using SharePoint Online. Providers can quickly access these models and implement them immediately. Additionally, each location has a designated subject matter expert whom employees can contact via Lync with any questions, no matter their location.

Maintaining Mission Control A critical care unit treats patients with complex neurological issues. Because each patient sees several specialists throughout a visit, providers use Microsoft Dynamics CRM to create a complete and accurate profile on each patient at each point of care. Every member of the care team can record notes, vitals, and diagnosis information without any critical information falling through the cracks.

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Transform HealthcareMore than 78 million baby boomers are reaching their golden years, and health systems have to grow to meet the demand. At the same time, however, they’re facing a fiscal pinch as reimbursements shift from fee-for-service models to results-based models. The task at hand is a tough one, with several moving parts all clamoring for equal attention. The good news? Your task force is filled with capable innovators eager to contribute to the shared pool of ideas for growth and transformation.

But so what? Your reps might recognize faces on their team overseas and share cat videos, but how could that possibly matter for business?

“Because we do feel so connected, we’re really likely to jump in and help one another out. It encourages openness and frank communication that enables people to be themselves and help others the best that they can on Yammer. We can be transparent with each other and with the rest of the organization, and that trickles down to our customer.”

Foster Innovation

Growth requires innovation, and true innovation starts with an exchange of ideas. Enterprise Social is your key to facilitating that exchange.

“The greatest danger in times of turbulence is not the turbulence; it is to act with yesterday’s logic.”

—Peter Drucker, Management Consultant, Educator, Author


Collect input from doctors, nurses, administrators, and researchers, and pool their creative insights into a single searchable interface, such as Yammer. Conversations are organized in threads, and documents are housed in one place, decluttering inboxes and helping everyone involved track progress on new ideas, programs, and initiatives.

Recruit Allies

Healthcare reform initiatives rely heavily on physician cooperation and involvement to succeed. Happiness is contagious, and satisfied physicians breed satisfied patients. Additionally, the happier your physicians are, the more likely you’ll be to recruit the best physicians out there, leading to better outcomes and increased growth opportunities.

“Poor communication is often cited as a root cause of medical staff dissatisfaction and cultural discordance between administrators and physicians. This has a bearing not only on physician satisfaction but also on recruitment and retention. Considering the high costs associated with physician turnover, healthcare administrators would be wise to pay more attention to how they are communicating.”

—Bill Crounse, MD, Senior Director Worldwide Health, Microsoft

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As you carefully consider the needs of the physicians on your task force, you’ll gain powerful allies with valuable firsthand insight into the healthcare transformation game. Enterprise Social helps you open two-way conversation between administrators and providers, offering ample opportunity for everyone to voice their opinions and suggest ideas for improvement.

Improve the Patient Experience

Patient satisfaction has always been top-of-mind for hospitals. Happy patients don’t file lawsuits, and rave reviews attract new patients and top-notch physicians.

Perhaps more importantly, though, patient satisfaction affects reimbursement for care. In a hospital’s Total Performance Score (TPS), 70 percent is based on clinical metrics, with patient satisfaction accounting for the remaining 30 percent. If your patients aren’t happy, you may be looking at penalties and lost incentives.

“We envision putting Lync and Skype-enabled devices at patient bedsides so that patients can have video calls with their families, find their doctors more easily, and participate in conferences with remote specialists. If we can provide an opportunity for a patient to see their loved one for one last time at the end of their life, we want to be able to do that.”

—Chris Stone, Audio/Visual Lead Engineer, Adventist Health System

The clincher here is that patients often don’t judge a stellar experience by the clinical side of things. They’re more influenced by the intangible—the quality of interactions and how simple and easy the whole process was.

Innovative technology that streamlines care and process greatly impacts patient satisfaction. If you can make their lives easier at a time when they may be feeling stressed or scared, you’ll provide extraordinary care and earn their admiration, keeping your patient satisfaction scores up and your reimbursements rolling in.

Crowd Source IdeasEngage your entire task force to crowd source innovative ideas for new programs, better processes, and cost-reduction efforts using Yammer.

Engage Change ChampionsCollect physician communication preferences using Microsoft Dynamics CRM and start engaging with them more effectively. Distribute important internal messages quickly with Yammer push notifications and collect feedback on internal documentation and proposals using Office Online.

Reduce CostsSimplify IT administration and save money by keeping all services on one platform with Office 365. The familiar tools eliminate training costs while still protecting patient data with technology that adheres to privacy regulations such as HIPAA, ISO 27001, and EU Model Clauses.

Improve the Patient ExperienceMake patients’ lives easier by expanding your telehealth initiatives using Skype and Lync. Patients can hold video conferences and exchange instant messages with their providers between visits without having to leave home. Distribute patient education videos to prepare patients for surgery or visits using OneDrive, and share intake documents and forms using Office Online.

Ways to Transform Healthcare with Enterprise Social

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Initiate Operation TransformationPart Three:


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Enterprise Social delivers a powerful set of tools that connects your task force and empowers them to drive lasting impact for better health. By using technology that is just as powerful as it is familiar, they will start to work like a network, and you’ll see improvements in patient engagement, clinical outcomes, and healthcare as a whole.

“My department doesn’t have a large technology budget, and we couldn’t afford a solution that required us to buy and maintain hardware and software. With Office 365, we don’t need to. We subscribe to just what we need. It’s a highly affordable solution.”

—Professor Phillip Dean, Head of the Department of Pharmacy and Quality Control Laboratory Services, North Tees and Hartlepool National Health Services Trust


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As a longtime and trusted partner for IT, Microsoft is uniquely positioned to enable patient-centered care through end-to-end software, devices, and services that are specifically designed to meet the unique needs of health organizations and their patients. Microsoft Enterprise Social technologies enable companies to engage, inform, and connect their employees, clients, and suppliers, and were awarded the top position in Gartner’s 2014 Magic Quadrant for Social Software in the Workplace. There are three primary reasons that more than 400,000 organizations have chosen Microsoft Enterprise Social technologies to improve their business:

• Enterprise-grade technology built for business – Microsoft offers companies the experience, global footprint, security, and reliability they expect from enterprise cloud solutions.

• A comprehensive and connected platform – Microsoft offers a comprehensive and deeply connected platform for delivering seamless social experiences across many familiar applications as well as customers’ data centers, service providers, and the Microsoft public cloud.

• Familiar and intuitive user experience and applications – Microsoft provides consistent, familiar, and intuitive applications across its cloud solutions to drive faster, lower-cost implementation and high user adoption, which lead to improved productivity and better business results.

Ready to work like a network and transform healthcare? Learn more about Microsoft Enterprise Social at www.enterprisesocial.com.


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how to work like a network: for the health industry professional

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