{"id":20314,"date":"2018-11-29T10:15:15","date_gmt":"2018-11-29T18:15:15","guid":{"rendered":"https:\/\/newed.any0.dpdns.org\/industry\/blog\/?p=20314"},"modified":"2019-10-16T02:22:42","modified_gmt":"2019-10-16T02:22:42","slug":"how-video-technology-helps-transform-culture-at-baycare","status":"publish","type":"post","link":"https:\/\/newed.any0.dpdns.org\/en-us\/industry\/microsoft-in-business\/customer-experience\/2018\/11\/29\/how-video-technology-helps-transform-culture-at-baycare\/","title":{"rendered":"How video technology helps transform culture at BayCare"},"content":{"rendered":"

With the integration of new technology, the healthcare landscape is in a constant state of flux. By 2019, more than 50% of healthcare organizations will implement resources to support sharing real-world evidence across their companies.[1]<\/sup><\/a> BayCare, a not-for-profit health system in Florida, is ahead of the curve. The company integrated collaborative video technology to help connect 28,000 healthcare employees and physicians located at 15 hospitals and hundreds of care locations and offices across a four-county, metropolitan area.<\/p>\n

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Previously, the health system relied on written content, intranet and email to do the heavy lifting for its internal communications strategy. Then, in 2016, BayCare\u2019s incoming, new president\/CEO, Tommy Inzina, was looking for a fresh approach to connect with employees and physicians. A team consisting of members from information technology (IT) and corporate communications got together to brainstorm ideas and came up with using Office 365\u2019s Microsoft Stream, a video technology application that allows users to share secure videos in real time across platforms. Microsoft Stream provided the health system with a more private option than other video platforms, but still offers similar experiences that users have come to expect, like the ability to like, comment, and search for content. At first, BayCare used Microsoft Stream primarily for leadership to communicate with employees and physicians. But it didn\u2019t take long for the concept to take off in other areas.<\/p>\n

Now, the communications team gets weekly requests to add videos on Microsoft Stream\u2014internally branded as BayCare TV or BCTV. Departments have also asked if BCTV can be shown in emergency room and urgent care waiting areas, new-hire screening locations, and physician offices. Clinical educators have started using the platform to host \u201clunch and learn\u201d training videos for employees who could not attend the in-person meeting. The health system also began using the platform to host videos telling the stories of patients and customers who benefitted from the organization\u2019s dedication to community benefit and charity care. BayCare even added a channel dedicated to its canine cams created by GoPro cameras worn by therapy dogs at its hospitals. Recently, a division used BCTV to host spirit cheer videos recorded by employees, and the winning entry was decided by which one got the most \u201clikes.\u201d<\/p>\n

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Transforming culture through connected healthcare<\/strong><\/p>\n

When BayCare implemented Microsoft Stream, the original intention was to provide a new tool in the toolbox to help unify the culture of the entire organization. Ed Rafalski<\/strong>, chief strategy and marketing officer at BayCare, explains: \u201cBayCare is a 20-year-old health system created from smaller health systems and hospitals, each of which has its own subculture, and we needed a singular culture. So, we needed a medium that was familiar and accessible to everyone.\u201d<\/p>\n

There is no doubt that employee engagement with Microsoft Stream has really caught on. \u201cSince we started embedding videos, we have more than tripled our open rates for emails sent by our CEO to team members and management,\u201d Rafalski<\/strong> said. \u201cIf there\u2019s a big system-wide campaign that\u2019s around the corner, the first thing that comes to mind is kicking off the initiative with a video on BCTV.\u201d For example, nursing leadership wants to launch a company-wide safety campaign channel to better unify the culture of patient safety throughout BayCare.<\/p>\n

Culture is definitely unified through the use of Microsoft Stream, but a secondary benefit is that employees are becoming engaged in technology in new ways. Once they realized that BCTV (Microsoft Stream) could be accessed on any mobile device outside the work network, they started asking about other ways they could use this technology to benefit their work. \u201cWhat\u2019s also been fun to watch is how team members, on their own, are discovering a lot of other innovative tools inside Office 365 that they never knew existed,\u201d said\u00a0Scott Patterson<\/strong>, BayCare\u2019s chief technology officer. \u201cThey\u2019re coming to us with ideas on how they can use Microsoft Teams and Microsoft Forms, for example, to collaborate across the organization and improve their team performance. With the implementation of video technology, users crave more connected healthcare, and they\u2019re seeking it out on their own, which is innovative and exciting.\u201d<\/p>\n

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The future of video technology at BayCare<\/strong><\/p>\n

Video technology at BayCare continues to expand as the employees embrace it and discover what they can do with it. Rafalski and Patterson have more channels in mind, more ways for employees to engage and share information. \u201cWe\u2019d like to add an internal news channel \u2014 like the weekend news \u2014 so team members who are on vacation or busy with other things never feel like they\u2019re missing anything because they\u2019ll be able to tune in and catch up using a short weekend segment summary. We\u2019d also like to use it to engage and inform our credentialed physicians, especially those in our clinically integrated network,\u201d Rafalski <\/strong>said. There are also talks about adding customer-facing channels\u2014for people in waiting rooms and emergency departments. A customer channel on BCTV would be a great way to connect with patients, build trust, and keep them engaged while they wait for services, he said.<\/p>\n

For other healthcare companies hoping to leverage video technology in the future, Rafalski <\/strong>has this advice: \u201cThink bigger about video than just a more modern communication medium. For us, BCTV has evolved into this unexpectedly powerful, multi-purpose platform to drive employee engagement and human connection, and virally transform our culture.\u201d<\/p>\n

Not only have the videos started connecting the employees in the company, but they\u2019re giving people face time with each other. Video technology allows people to feel like they get to know a person much more than an email or even a phone call can achieve. \u201cThey can see facial expressions and mannerisms, witness gestures and inflection,\u201d Patterson <\/strong>said. \u201cThey can get a sense of higher-ups in the organization, which makes them feel more invested in their jobs and in the company. As we move into a more technology-focused healthcare system, which has the connotation of taking away a human-focus, anything that can keep employees feeling connected is a good thing.\u201d<\/p>\n

[1]<\/a> https:\/\/www.idc.com\/research\/viewtoc.jsp?containerId=US41114417<\/p>\n","protected":false},"excerpt":{"rendered":"

BayCare uses Microsoft Stream to dramatically improve corporate communications and align employees and physicians with leadership and their vision for the future.<\/p>\n","protected":false},"author":182,"featured_media":20317,"comment_status":"closed","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"ep_exclude_from_search":false,"_classifai_error":"","_classifai_text_to_speech_error":"","footnotes":""},"categories":[1545],"post_tag":[101],"content-type":[351],"coauthors":[790],"class_list":["post-20314","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-customer-experience","tag-healthcare","content-type-customer-stories"],"yoast_head":"\nHow video technology helps transform culture at BayCare - Microsoft in Business Blogs<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" 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