Experience the Life of @AtlMedCtr

I am @AtlMedCtr, the @Twitter handle for Atlanta Medical Center, a multi-campus hospital, teaching facility and physician clinics.

I am going to let you into my world, to see what an experience is like for an active, responsive, B2C-driven Twitter account.  

In this blog, we'll explore patient communications, industry experts and trends in #mHealth – all in 140 character bits (Twitter limit). 

I consider myself a conversationalist: listening, responding and facilitating. There is a lot of chatter in cyberspace, where I work.

And if you pay careful attention, there is a lot to be gained from my vantage point. I am part of many conversations...

Some of the conversations are about me. Maybe someone had a positive, or an undesirable, experience with my brand.

@ThatrandaGirl said: "My cousin passed out, knocked out teeth, broke bones – @AtlMedCtr won't give her anything for pain..."

Either way, I want to know about it.  For service recovery I can respond swiftly via DM (Direct Mention) or create a direct dialogue.  

I acknowledged the complaint: "Looking into it. Stay tuned. @ThatRandaGirl: She's from out of town & was standing in line for a Braves game."

If the tweet contains possible patient references, I suggest an offline conversation for confidentiality or discuss with hospital officials.

I called ED to check on status, and then responded: "You should have a room now @ThatRandaGirl"

I can acknowledge and "retweet" a positive post for my followers and their followers to see – what I call the power of the people effect. 

Great example: "Beautiful flower & view! RT @dani_tro: My beautiful orchid! It brightens my room in the Penthouse at http://bit.ly/IYyLuJ "

But how do I know someone is talking about me? Perhaps they mention me by name. Maybe they spell it out.

Often, however, I am just referred to as "Atlanta Medical..."

Fortuitously, I have mobile and desktop tools at my disposal that provide an effective way to be a part of the conversations.  

I can view the chatter at the office or on the go. After all, it's about #mHealth – >65% of tweets about me come from mobile environments.

But who uses this stuff anyway? Do patients really engage in my world? Don't ask me! Follow these #hcsm experts...

Here are a few SMEs who I follow: @ePatientDave @aneeshchopra @KevinMD @ahier @drval @danamlewis @drmikesevilla @DCPatient @HIMSS @mHIMSS

I encourage you to engage in these topics of conversation: #HITsm #hcsm #healthdata #mHealth #eHealth #Healthcare #SocialMedia #HealthIT

Why should I be excited? What do the industry trends and analyses say about the community in which I work?

A recent PwC study found "community sites had 24 times more social media activity on average than any of the health industry companies."

As a provider, this means opportunity. An opportunity to listen, to engage and to react. 

Every day I covet the chance to intersect with patients, peer groups and thought leaders in order to have meaningful conversations.

And with the majority of tweets now emanating from mobile devices, according to @Twitter, the convergence with #mHealth is inevitable.

Don't sit on the sidelines. If you haven't already, join me, in our collective cause for improving patient experiences and outcomes.

Marcus Gordon is the director of marketing, public relations and emerging media at Atlanta Medical Center, consisting of a Level 1 trauma center and teaching hospital, South Campus Medical complex, physician clinics, physician specialty practices and outpatient surgery and imaging centers.  He is a co-author of the industry-wide healthcare marketing "Emerging Media Handbook" and sits on the SHSMD Emerging Media task force and on the mHIMSS task force.