1. Social media and supervision The added value of information on social media for supervision by the Dutch Healthcare Inspectorate Lise Verhoef MSc EPSO conference 2014, Porto

2. In collaboration with the Dutch Healthcare Inspectorate (DHI) Exploratory research

3. Four research components Literature study on the relation between information on social media and quality of health care Exploration into the use of social media by other inspectorates Case study 1: Incident-based supervision Case study 2: Risk-based supervision

4. Literature study To systematically map the literature on the relation between information on social media and quality of care Search in four online databases with scientific literature.  29 articles included  21 about health care rating sites

5. Literature study Conclusion Social media and particularly rating sites are an interesting new source of information about quality of care. This new source should be used to complement traditional methods, since measuring quality of care via social media has other, but not less serious, limitations. + Several studies show a relation between informaton on social media, especially rating sites, and quality of care - The articles addressed downsides of the use of social media to look at quality of care

6. Use of social media by other inspectorates The Care Quality Commission in the United Kingdom makes use of social media for supervision. Inspectorates from other sectors in the Netherlands use social media mostly passively (gathering information), but also actively (asking for information) Added value Additional information Faster signaling of trends and risks

7. Lessons learned Quality of source of information Record findings Training of employees Searching the internet leaves traces Challenges Restraints/resistance from management Restrictions on organizational level Actively asking for information leads to expectations Use of social media by other inspectorates

8. Case studies: added value of social media for the DHI 1. Incident-based supervision 2.Risk-based supervision Reported incident Additional information Risk theme Information about specific care providers

9. Assessment by inspectors DHI 0This information has no added value. 1Based on this information, a signal is added to the healthcare provider or organization. 2Based on this information, the DHI will further investigate this issue. 3 Based on this information, the DHI will undertake immediate action.

10. 1. Incident-based supervision Search tools Google, Coosto, Addictomatic, ZorgkaartNederland Round 1 20 randomly selected incidents Round 2 (only ZorgkaartNederland) 20 selected incidents No information found 1417 0 (no added value) 30 1 (signal) 32 2 (investigation) 01 3 (action) 00

11. 2. Risk-based supervision Search tool: ZorgkaartNederland with Coosto Risk themes: Elderly care and … ThemeHygieneExpertiseMedication safetyRestriction of freedom Hits 791174911 Exclusions >7 3890347 Exclusion non- relevant hits 2568212 Results after assessment by inspectors of DHI 0 (no added value) 3 (12%)36 (53%)5 (24%)0 1 (signal) 13 (52%)31 (46%)15 (71%)2 (100%) 2 (investigation) 9 (36%)1 (1%)1 (5%)0 3 (action) 0000

12. Conclusions case studies Social media contain additional information, mainly signals for the DHI. The rating site ZorgkaartNederland is the most relevant source of information at this moment Searching social media is most relevant for risk-based supervision

13. Conclusions research There is a relation between information on social media, particularly rating sites, and quality of care. However, several drawbacks exist. This information is relevant for the DHI, especially for risk- based supervision. Social media are a promising new source of information that should be used to complement traditional methods for measuring patients experience and satisfaction. More research is necessary  Into relation with quality of care  Into relevance for other sectors/topics and countries

14. Questions and discussion Does your organization use information from social media (e.g. health care rating sites) for supervisory purposes? If so, is this use passive (gathering existing information) or interactive (actively asking for information) and to which extent is this embedded in your organization?