Blog theme 6:How social media is Used in the Workplace:

 My Experience Working at a Hospital in Nepal

During my time working at a hospital in Nepal, I had a unique opportunity to observe how social media and digital communication tools were utilized within a healthcare environment. The hospital, which focused on providing affordable healthcare services to underserved communities, used social media not only for marketing and patient engagement but also as a tool for internal communication and collaboration. In this blog post, I will reflect on how social media was used in the workplace and the impact it had on both the organizational culture and the delivery of services.

The Role of Social Media in the Hospital Context

The hospital I worked at was part of a larger network of healthcare providers that aimed to improve healthcare access in rural and semi-urban areas of Nepal. Social media played a significant role in reaching out to the community, promoting health awareness, and engaging with patients. However, it was also used internally to enhance communication among the staff and streamline operations.

Tools Used in the Workplace

At the hospital, various digital tools and social media platforms were integrated into daily operations, each serving a specific purpose:

1. Internal Communication Tools
   The hospital primarily used WhatsApp and Microsoft Teams and zoom for internal communication. WhatsApp was especially popular because of its ease of use, allowing staff members across departments to quickly share updates, coordinate on patient care, and send urgent notifications. Teams was used for formal meetings, project collaboration, and sharing documents and reports.
2. Social Media Platforms for External Communication
   Platforms like Facebook, Instagram, and Twitter were used for outreach, public health campaigns, and patient education. These social media accounts were updated regularly to inform the public about health services, medical camps, and important health information. In addition, the hospital used its Facebook page to interact with patients, answer inquiries, and address concerns.
3. Digital Information Systems
   The hospital had a Hospital Management System (HMS), a digital tool for managing patient records, appointments, billing, and inventory. While this system was not exactly social media, it was an essential part of the digital landscape in the hospital, ensuring that patient information was organized and accessible for medical staff.

Formal vs. Informal Communication Channels

The hospital maintained a blend of formal and informal communication channels:

• Formal Channels: These included official email communication, the Hospital Management System (HMS), and formal meetings hosted on Teams. These channels were used for structured communication, such as scheduling shifts, updating medical protocols, and communicating with external health organizations.
• Informal Channels: Informal communication took place via WhatsApp groups and internal Facebook groups. These platforms helped maintain a sense of community among staff, even in a high-pressure environment. Informal communication allowed employees to share quick updates, motivate one another, and keep morale high.

 Social Media Usage Guidelines and Risks

During my time at the hospital, there were clearly defined guidelines for staff regarding the use of social media:

• Guidelines for Staff:
1. Professionalism: Staff members were encouraged to maintain a professional demeanour when interacting on social media, both in public posts and when engaging with patients online. Sharing medical advice or discussing specific cases on personal social media accounts was discouraged.
2. Confidentiality: The hospital had strict confidentiality policies in place. Staff were reminded regularly not to share patient information, images, or any confidential hospital-related data on social media platforms without proper consent.
3. Brand Representation: Staff members are expected to ensure that any representation of the hospital on social media reflected the values and professionalism of the institution.
• Risks of Using Social Media:
1. Privacy Violations: One of the main risks was the potential for breaches of patient confidentiality. With personal devices often being used to communicate via social media, the line between personal and professional communication could sometimes blur, leading to unintentional leaks of sensitive information.
2. Reputation Management: Given the public nature of social media, anything posted by a staff member could impact the hospital’s reputation. Negative comments, complaints, or mistakes made by staff on social media could quickly become public and affect the hospital’s credibility.
3. Work-Life Balance: The constant connectivity through platforms like WhatsApp sometimes led to an expectation of immediate responses, even after work hours. This created a challenge for staff to maintain a healthy work-life balance.

How Social Media Has Changed Workplace Communication

During my time at the hospital, social media played a significant role in transforming workplace communication:

1. Faster Communication: Social media platforms, particularly WhatsApp, allowed for instant communication among teams, which was critical in a fast-paced hospital environment. Doctors, nurses, and other medical staff could quickly update each other about patient conditions, share medical insights, or request immediate assistance.
2. Collaboration Across Departments: Social media helped break down silos between different departments. Staff from different units, such as emergency services, administration, and outpatient care, could communicate more easily. This facilitated cross-functional collaboration, improving patient care and operational efficiency.
3. Connecting Remote Staff: The hospital had multiple branches, and social media allowed staff from various locations to stay connected. Through tools like Facebook groups and WhatsApp, staff could share resources, discuss issues, and engage in professional development discussions, even if they were physically located in different areas.

Influence on Organizational Culture

Social media had a major influence on the hospital’s organizational culture, both formally and informally:

1. Formal Culture: The use of social media helped reinforce the hospital’s commitment to transparency and public engagement. Regular updates on health-related matters helped position the hospital as a trusted source of information. The formal communication tools also ensured that the staff remained aligned with the hospital’s policies and procedures.
2. Informal Culture: On a more personal level, social media helped build a sense of camaraderie and teamwork among hospital staff. Informal communication channels like WhatsApp allowed staff to share important information,  changes on duty schedule , or update and express gratitude for each other’s work. This helped maintain a positive atmosphere and supported emotional well-being in a high-stress work environment.

Conclusion

In my experience working at the hospital in Nepal, social media and digital communication tools played a crucial role in both external and internal communications. While social media was primarily used for patient outreach and public health campaigns, it also became a key tool for internal communication, team collaboration, and maintaining the organizational culture. However, as with any tool, it came with risks—especially concerning privacy and work-life balance.

How do you think social media can be used effectively in other sectors, apart from healthcare, to enhance internal communication and teamwork?