Office of the Medicare Ombudsman brief
Date: August 27, 2016
Location: College Park, MD
• Analysis of Internet and social media to identify and trend beneficiary issues in real time: Message boards, blogs, Facebook, Twitter, etc.
• Scan the Internet for data, called posts, based on a certain keyword or set of keywords.
• Filters are used to remove the “noise” to better “hear” the conversations of interest.
• Framework used to facilitate data collection for the drafting of annual Report to Congress (RTC).
• Promotes an iterative gap analysis and drafting approach that occurs throughout the year as activities are taking place.
• Shortened the production schedule and allowed for submission of the 2011 Office of the Medicare Ombudsman (OMO) RTC to 7 months after the end of the fiscal year, compared to 12 months for the 2011 RTC and 16 months for the 2010 RTC.
• Develop and implement analytics tools to gather unstructured data and feedback.
• Findings indicate that issue identification via social media scanning is similar to OMO individual casework.
• Results suggest that beneficiaries and their families often use non-traditional information sources.
• Timely, constantly updated, and have a “first-mover” advantage in socially constructing an interpretive frame for understanding current events.