Jim Higgins – Intelligent Patient Communication

Today’s conversation is with Jim Higgins, the CEO of Solutionreach. We were introduced by Lea Chatham,  a healthcare writer and editor and the Director of Content Marketing for Solutionreach. Knowing my interested in healthcare communications, Lea suggested I speak with Jim about their platform and the need physicians practices have for intelligent patient communications.

I’m happy to be back behind the microphone after a hiatus to focus on building the Healthcare Marketing Network with my business partner Carol Bush. We’ll be covering what’s happening with our company in an upcoming episode.

Listen to the episode:

00:56 Intro: Meet Jim Higgins, CEO of Solutionreach
01:41 Solutionreach launched 17 years
02:21 About the Solutionreach platform
05:18 A patient portal: yes or no?
06:51 Comparative experience with other platforms
11:01 Managing your life as a healthcare worker
14:13 Keeping up with patient communication
17:32 Is this a clinical tool or marketing tool?
20:26 The need for content curating for healthcare practices
21:57 Describing the platform layout
25:01 Patient portal usage rates
26:56 Add-on or independent platform?
29:57 Millennial communications
33:36 Patient feedback on practices
36:01 Applying it to Facebook
39:46 Encouraging
43:45 Social Media Tip, Todd Eury, The Pharmacy Podcast. Twitter & the power of the Hashtag
44:39 Closing message: Healthcare Marketing Network – connecting healthcare and medical writers to companies and practices.

Presented by Healthcare Marketing NetworkConnect with Solutionreach

If you’re interested in learning more about the Healthcare Marketing Network or the Get Social Health podcast, contact Janet Kennedy (that’s me!) at [email protected] or connect with me on LinkedIn.



Challenge the Status Quo @CancerGeek

Andy DeLao is a man with an important mission, one that we should all share. Known as @CancerGeek in social media, Andy believes that you should challenge the status quo and be the change you want to see. From his day job impacting cancer center design to his new initiative, “My Ideal Patient Experience“, @CancerGeek has a commitment to understanding the patient’s experience and making it better. The global founding team of My Ideal Patient Experience includes two former Get Social Health podcast guests, Dr. Gia Sison and Marie Ennis-O’Conner.

00:00 Introduction
00:45 Meet Andy DeLao @CancerGeek
01:50 Building cancer centers
02:27 Hard to jump between country’s rules?
03:54 What was your role in building cancer centers?
06:50 Did you have to educate the architects?
07:45 Mayo Clinic and the design of patient space
09:18 Pro or Con “plush Robes”?
09:33 Worried about icing when the cake is lopsided
11:30 What’s an example of the patient improvement process?
12:50 Genesis of @CancerGeek
13:40 What is your role in social media?
15:18 “My Ideal Patient Experience”
16:15 Founding members of My Ideal Patient Experience
17:35 Global team
18:15 When can you actually have a virtual meeting?

Cancer Geek 19:12 Former Get Social Health podcast guests
Dr. Gia Sison, Marie Ennis-O’Conner
Time, Trust, Transparency & Transition
22:21 What’s the social media response?
23:45 Podcasting! @CancerGeek joins the club
24:28 Commitment to podcasting
25:20 “The Patient Scene” – Remove the curtain of OZ
26:13 Patients & Stories
27:56 What is a “Ruckus Maker”?
29:09 “It’s Your Turn” Seth Godin
29:48 You have to be part of the change
31:06 Where to find @CancerGeek
32:09 Closing
32:36 Social Media Tip: Alice Ackerman, Carilion Clinic Children’s Hospital,”Don’t be afraid of it.”
33:15 Social Media Training for Healthcare Professionals, Get Social Health Academy


Patient Community Building in Hospitals

Dan HinmonIn the “olden days” – like 10 years ago, patients had to have their own support community when dealing with illness or injury. Families and friends, if available, were their only resource  for support. As a healthy person, these caregivers couldn’t truly understand many of the issues, concerns or fears that a patient was feeling. With the advent of easily accessible digital technology and online access, resources are now available to create and support a patient community. Dan Hinmon, President of Hive Strategies specializes in helping hospitals and healthcare organizations set up their own patient communities. Dan works with CareHubs and Dan Dunlop of  Jennings Health to  aid hospitals discover their patient supports needs, set up, install and launch a private, HIPAA compliant healthcare community.

To catch the segments of our conversation, check the time stamp content below.

00:00 Introduction
01:00 Meet Dan Hinmon
01:30 HIPAA compliant healthcare community
02:00 What does a healthcare community mean?
02:42 Does “HIPAA compliance” mean the community is closed?
04:10 Always a risk in sharing
05:00 Why hospitals set up patient communities
06:10 Different kinds of patient community organizations
06:44 How are you invited into patient communities?
07:30 How is a community set up?
08:45 How to you gauge “success”?
10:15 ROI – ROE – Who funds these communities?
10:44 “Return on Community”
13:07 How does the community work once you’re a member?
14:40 Who manages the community?
17:00 Does marketing moderate the conversations?
17:50 The need for a skilled community manager
20:27 How do you manage a community that can be 24/7/365?
22:40 What are the most “engaged” health communities?
24:30 It’s a passion for Dan
25:00 The four steps to a successful online community
29:28 Time commitment needed for “Return on Community”
31:40 ePatients having a place to go.
32:20 Patient engagement is strongest in a patient community
33:10 What is the biggest misconception of Hospitals? Of patients?
34:30 What about “trolls” or difficult community members
36:40 How big does a hospital need to be to be able to support a patient community?
39:06 Social Media Tip: Susana Shephard of Mayo Clinic’s Arizona campus – How to get a video subject to relax

Visit our resources page for more valuable (and free!) resources on social media and digital health:

Dan Hinmon

Hive Strategies


Free webinar, Nov 12, 2014: Look Before You Leap: 5 Things You Must Know Before Launching an Online Patient Community. Register Now. If you don’t have time to listen tomorrow, sign up anyway and they’ll send you a link to watch later.

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