As Twitter Matures, Hospitals Harness its Power

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Marianne Aiello, for HealthLeaders Media, May 16, 2012

Twitter for service recovery
And if you do get a negative mention, there is no reason you cannot turn it into a positive with some speedy service recovery.

AMC practiced Twitter service recovery recently when a patient's daughter, who happened to be a local Starbucks barista, tweeted about being unhappy that she was unable to access Facebook through the hospital's wireless connection.

Gordon's team acknowledged her complaint, granted her the internet access she wanted, and gave her a branded AMC cup to drink her coffee in. She later tweeted about the great customer service she received.

"Be honest and transparent–and always follow HIPAA guidelines," Gordon says. "If a customer complaint arises that elicits an immediate and confidential response, offer a way for the consumer to contact someone directly over a private line. Do not get into a discussion over Twitter about a course of action. Within one tweet, offer a potential solution to a problem, a link that already has a potential solution, or a way for someone to connect directly off-line."

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