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Social Media FAQ
FOR PATIENTS AND VISITORS
What is social media?
Social media is any online space where people are enabled to communicate with each other using digital content – words, images, audio, videos. You can consider blogs, forums, conversational sections of news articles, Facebook, Twitter, YouTube, LinkedIn and various other websites to be social media spaces.
Why is social media important to MultiCare?
Many people prefer to receive and share information in social media spaces, thus MultiCare participates in the online conversation to interact with people where it's most immediate and convenient. MultiCare uses social media to share information about upcoming events, promote new providers and services, share stories and news, provide health and safety tips and receive input from its community.
What social media accounts are maintained by MultiCare?
MultiCare marketing maintains active accounts in a variety of social media spaces for each hospital and several clinics and specialties. You can see a list of social media accounts at MultiCare Social Media Spaces.
Who manages social media at MultiCare?
MultiCare’s social media presence is managed by Marketing. Our overall social media strategy is guided by the Social Media Task Force made up of members from Marketing, Legal, Information Services, and other disciplines throughout MultiCare.
Are social media messages automated? Am I talking to a real person at MultiCare in social media?
You are talking to a real person! We do not automate messages.
Are social media sites accessible by MultiCare visitors and patients on campus?
Yes, social media websites are available to all visitors and patients who access the Internet using their own computing devices on MultiCare’s wireless network. We understand that social media is an important form of communicating and connecting, and may be an especially critical tool in times of distress.
How are customer service issues managed in social media?
Any customer service issues received through social media spaces are routed directly to the Customer Service department and fulfilled by that team. To respect patient privacy, we will likely ask patients to take the conversation offline when we are initially contacted through social media.
How is patient information privacy respected in social media? How does MultiCare abide by HIPAA in this respect?
Social media may be a relatively new communications channel, but it is not exempt from HIPAA or MultiCare’s rigor for protecting patient privacy. Similar to any communication paper or online, we treat patient health information with strict confidentiality.
Does MultiCare monitor conversations on social media?
Yes. We monitor our own social media spaces, as well as listen to and participate in conversations.
What does MultiCare do with the information they get by monitoring online conversations?
We treat this information the same way we do any information or feedback we receive through our phone or email customer service systems – with confidentiality and thoughtfulness. We never share online information we capture, and in cases where we receive information that can help us improve patient care, we act upon it internally.
Are social media sites accessible by MultiCare employees on campus?
Yes, MultiCare has provided social media access to all employees as we believe that social media will continue to be a valued method of communicating and connecting. MultiCare’s business use of social media requires employee involvement to be successful. Employee personal use of social media should be limited to breaks and lunch times.
Will employee social media usage be monitored?
Usage of social media web sites falls under the existing Internet usage rules. All use, including personal use, of MultiCare’s Information Systems or components connected to the internal network core may be monitored, recorded, and reported by MultiCare and may be disclosed to any party (internal or external) as MultiCare deems appropriate.
Should I follow MultiCare social media accounts with my personal profile?
YES! We encourage employees and patients to follow and interact with MultiCare social media accounts. “Liking,” sharing and commenting on information that has been posted to MultiCare accounts helps disseminate information.
Can I set up a social media account for my clinic or specialty?
Social accounts that are intended to represent individuals who identify themselves as a MultiCare professionals and use the accounts to promote their practice may do so, subject to MultiCare social media use policies. Social media accounts that clearly represent an organization of MultiCare (hospital, clinic, practice, and department) are subject to the approval and management of MultiCare marketing in the interest of maintaining consistent, centralized communications for patients.
In some situations, where audience, content and objectives point to a clear and compelling need, and there is sufficient support, a request for a separate social media presence will be considered and decided by the Social Media Task Force. For more information please contact the Social Media Specialist at email@example.com.
What if I already have a social media account that I use for work? Why should MHS have administrative access to my social media account?
It is MultiCare policy that Marketing oversees all social media accounts that represent or could be perceived as representing MultiCare. This allows MultiCare to maximize its social media efforts by combining like-minded accounts, prevent duplicate accounts, remove inactive accounts and share additional information. Please contact the Social Media Specialist at firstname.lastname@example.org if you have an account that you use to connect with an external audience on behalf of MultiCare.