How social media investigations can improve claims process…

Social media has been aflame in the last week over the murder of UnitedHealthcare CEO Brian Thompson on his way to an investor meeting in downtown Manhattan. As of time of writing a suspect called Luigi has been arrested in Pennsylvania in relation to the shooting. NYPD Chief of Detective Joe Kenny told media that the suspect had several handwritten pages on him that expressed a "disdain for corporate America" and indicated "he’s frustrated with the health care system in the United States". While most of us experience disdain and frustration in our daily dealings with service provider chatbots and help-lines generally, few take our frustrations to the level of involving live ammunition in the dialogue. However to the foreign observer the most shocking aspect of the social media reaction was the lack of empathy with the deceased due to the alleged business practices of the company steered by him. Accusations were made that UnitedHealthcare was unduly enriching itself at the financial and physical expense of its customers by rates of refusal for medical cover significantly above industry norms, with significant negative personal consequences for those denied claims. It is fair to say that social media was not particularly enamoured of the alleged business practices of UnitedHealthcare. Adding fuel to this fire was a tweet faked to look like it had originated from Elon Musk asserting that "Insurance companies, like any company have a duty to shareholders to maximise profits, no matter how ruthlessly." While this was readily disproven as a fake if even briefly researched, nonetheless many pearls were clutched and keyboard warriors vented umbrage as a kneejerk reaction. Calmness does not seem to be an inherent feature of social media. Considering this matter made us reconfirm our core values of how we want to be doing business in Quayside Fund Management Limited. While we do want to maximise profits, we want to do this in a manner sustainable in the long term - by having happy clients that stay with us for years. We hope to achieve this by providing a focused quality service that satisfies client needs and those of their end customers for a fair and clear price. In short by everybody's interest being aligned to deliver value to the end customer. So the end customers are happy to stay with our clients and our clients are happy to stay with us. A simple philosophy, but it's how we were raised. As a postscript to this, I would remind you of the possibly apocryphal story of chemical industrialist Alfred Nobel reading the obituaries after the death of his brother was mis-reported as his own. Appalled by the prospect of being remembered as just "a merchant of death", he donated the bulk of estate to fund the establishment of the Nobel Prizes to celebrate positive endeavours. Maybe some good can come of all this current turbulence yet. #ThoughtsOfKevin #SustainableBusinessPractices #Governance #UCITS #AIF #HedgeFund Fintova Partners

The fatal shooting of UnitedHealthcare CEO Brian Thompson in Midtown Manhattan has sparked a wave of misinformation and conspiracy theories on social media, fueled by widespread speculation and unverified claims. Despite clear evidence from the New York City Police Department contradicting professional hitman theories, online commentators have circulated detailed but inaccurate assertions about the weapon and circumstances of the crime. Experts warn that such unfounded conjecture can erode trust in credible news sources, amplify confirmation bias, and give rise to persistent conspiracy theories. This pattern reflects broader societal challenges in balancing rapid information sharing on social media with the need for factual accuracy, especially during an ongoing investigation. https://lnkd.in/gqA6TeRM #LearnThenLike #StudyThenShare #PonderThenPost

The power of digital media significantly influences society and public sentiment, allowing rapid information dissemination and engagement. Since early beginnings in 2007 (the birth of Facebook) it fosters activism and global connectivity but also creates echo chambers and many challenges. Where does this lead? Abstract from the article: "Mr Mangione's X account has gained more than 400,000 followers since the shooting. The shooting also seemed to inspire others to take action against healthcare insurers - "wanted" posters of other CEOs appeared around New York City, and a woman in Florida was arrested after telling an insurance agent on the phone "Delay, Deny, Depose. You people are next," alluding to the words inscribed on bullet casings found at the murder scene." A short synopsis: In the wake of UnitedHealthcare CEO Brian Thompson's murder in New York City, a bizarre lookalike contest for the suspect, Luigi Mangione, highlighted a troubling social media phenomenon. Amid public outrage against healthcare CEOs, Mangione has been idealised online, leading to support campaigns and a “hero” narrative. Experts note that this reflects a broader societal frustration with the healthcare system, with users sharing memes and merchandise glorifying Luigi Mangione. Critics warn that this trend normalizes violence and detracts from Thompson's death, which is overshadowed by online adoration for his accused killer, raising ethical concerns about society's reaction to crime and the corporate world.🌍 On a personal note, my heartfelt condolences go out to Thomphon's family but also to all those who have lost their lives as a result of the health system's failed policies. Who was Brian Thomson: https://lnkd.in/ezbkA3ZQ #LuigiMangione #BrianThompson #Healthcare #SocialMedia #Meme #DarkFandom #PoliticalViolence #CulturalCritique

Crosslinking my latest Twitter/X wellbeing thread: https://lnkd.in/gs-ZAvAu Post 1/8: Welcome to Edition 218 of West’s #WellBeingWednesday! Today I’ll discuss a recent @JAMA_current Viewpoint from Jon Ripp and Tait Shanafelt. #wellbeing #medtwitter #meded How Should Organizations Be Held Accountable for Clinician Well-Being? https://lnkd.in/g3ezpkG9 Post 2/8: There are important lessons to learn for well-being efforts from the quality and patient safety movement since To Err is Human, esp relating to an increased focus on the systems we work in. This Viewpoint highlights one critical DIFFERENCE … metrics for accountability Post 3/8: The root of the difference is in objective versus subjective outcomes. Quality metrics work because these outcomes can be tracked (mostly) objectively. This same approach is problematic for well-being. Why would public reporting and rankings cause issues? Post 4/8: First, this subjective reporting could easily be weaponized against leaders who are truly trying to help. This worry could manifest in “gaming the system”, something seen in other ranking systems. Post 5/8: Second, if organizations will be penalized for lower scores there may be incentive for staff to be less truthful in their responses. This has been a major concern for @acgme learning environment assessments for the same reason. Post 6/8: Third, well-being metrics are affected by many factors NOT controlled by an institution and its leaders. These inequities could be deepened by ranking systems and associated repercussions. Post 7/8: So how should we proceed? 1. Data must be anonymous and protected 2. Standardized measures with benchmarks are required 3. Results must be transparently shared within the organization 4. Results must be acted upon and treated as performance metrics of the entire leadership team Post 8/8: That’ll do it for this week. Next week I’ll review one of our new publications on factors associated with #wellbeing /fin

With all the potential for election controversy -- not just the obvious, but more about everyday citizens, this dynamic should be taken seriously by employers. Regardless of political affiliations, activism that delves into the controversial if not criminal *CAN* impact businesses and employers. And this won't simply end on November 5th following the election. Whether that activism is online or offline, posted on video or even just 'caught' on video, we live in times where every person with a smartphone is a roving reporter and when/where such posts or videos can go viral. Combine that with the ability for online sleuths to dox such individuals, including *where* they work and you begin to understand the potential impact to operations, reputations, productivity and profits regarding their employers and companies. For any #hrmanager #hrdirector #riskmanager #businessowner #csuite executive or #generalcounsel with a listening ear -- take note. Waiting to address such situations after-the-fact will afford you little protection in the court of public opinion. These are policies, procedures and CONVERSATIONS that need to be had ahead of such scenarios. To simply think your people "know better" is foolish. Make SURE they know better and what you expect from them as representatives of your company. I have both #onlinecourses and in-person #employeetraining to help. #defensebydesign

For years, we've all watched stock values and corporate success drift further and further away from anything that genuinely matters—like whether a company actually helps people, offers a decent product, or doesn’t leave a trail of human suffering in its wake. But last week, something shifted. It wasn't the tragic shooting of a CEO that made UHC's stock prices fall. It was us. Our voices finally got loud enough that the usual PR spin and lobbying dollars couldn’t drown them out. For ages, these insurance giants have counted on apathy, distraction, and resignation—they’ve banked on the idea that if they spent enough money on ads and backroom deals, no one would complain enough to make change. They assumed they could keep pretending that everything was fine and that we’d just go along with it. They were wrong. The market took a hit not because a single person was harmed, but because a whole lot of us collectively said, “Enough.” But it shouldn’t take something horrific to get us fired up. We don’t have to wait for the next tragedy to demand better. We can keep applying the pressure every single day, even when the headlines aren’t screaming at us. We can support independent journalism by paying for our news again—paying outlets like ProPublica—so they can keep exposing the shady tactics that big corporations use to control the narrative. (Because if we’re not willing to pay for real reporting, the corporations will.) To Do List: - Keep speaking out, both online and offline. - Ask your employers to consider changing up insurance providers to remind them that THEY work for US (and should have to compete to keep us!) - Make room in your budget for journalism; fund independent newsrooms so they stay accountable to you, not corporate donors. - Contact your representatives. Demand reforms that value human wellbeing over shareholder profits. - Show up at town halls, write letters, and join advocacy groups that push for systemic change. - Register to vote and actually cast your ballot for candidates who actively prioritize responsible, people-centered policies. - Volunteer your time with grassroots organizations working on healthcare, consumer rights, and corporate accountability. Mkay? #capitalism #healthcare #letsdothis edit: *UHG. United Health Group.

I’m I recently came across a news release from a city police department’s social media, reporting the tragic death of a person in a car crash caused by a drunk driver. The release started with, “At approximately 0700 this morning, police responded to a collision at (insert location) and once they arrived on scene, they discovered a male subject who was deceased…” It then continued with procedural details about the arrest and “field sobriety tasks that the intoxicated driver failed to perform”. While it was informative, I couldn’t help but feel that something critical was missing. This was more than just a crash, more than just an arrest. It was a heartbreaking loss—a family’s world was shattered. And yet, the release failed to acknowledge the pain, the grief, and the lives forever changed by that moment. This was a missed opportunity to show the community that, as law enforcement, we understand and feel the weight of these tragedies too. Death is devastating, and for that family, their loved one’s life was reduced to a series of clinical details. They deserved more than that. They deserved to know that we care. Here’s the truth: people don’t care how much we know until they know how much we care. The family of the man who lost his life should have been the center of that story, not an afterthought. As spokespersons, we are not just relaying facts—we’re the voice of empathy and humanity in times of crisis. If we lose sight of that, we lose trust. So let’s stop using the word “approximately”. Let’s stop writing police reports in our public communications and start telling the human story. Let’s remind people that we’re here not just to enforce laws, but to stand with them in their darkest moments. That’s the heart of what we do, and it’s what the community deserves to see. #MediaRelationsPro #StrategicCommsTraining #PublicSafetyLeaders #NextLevelPIO #BuildCommunityTrust #SocialMediaForAgencies #CrisisCommsManager #FBILEEDAMediaTraining #PIOPowerUp #CommandLeadership #BrandingAndTrust #EngageWithImpact

As we gather more distance from the election, just a few thoughts. Not on the political state of play (that’s been exhausted and plenty of others that are far more savvy than I can do that). Rather, I wanted to offer some specific lessons that might be applied to you/your organization (or life). Oh, and a plug for Movember. Three clear themes stick out for me. Authenticity Matters. This isn’t new. It should be more obvious though. Have opinions, have values, be bold, transparent and authentic. As an organization be willing to stand behind your identity. Authenticity breeds trust with others. It also (can be) more interesting, useful and attractive. Strategic Alliances and Platforms The Trump team built out new and impressive strategic alliances with seemingly unlikely bedfellows. They also (creatively) seized the moment with novel platforms whether McDonald’s, the garbage truck, policies like no tax on tips that came from an encounter with a waitress. They identified podcasts and reached people in more efficient ways. They pivoted. If union leadership was an obstacle they told the story through union rank and file. Be creative, create your own platform, find the best way to tell your story; and be nimble to adapt. These things will give you resiliency. Priorities and Focus Priorities matter. The economy and immigration were clearly the right targets of focus. What are the issues that matter to your customers, to consumers, to your Board. Build your strategic plans around these issues - the rest might just become noise. Speaking of authenticity, creative platforms, and priorities - just a plug for Movember and men’s health awareness. Whether it’s cancer, mental health, eating well, exercise, or cold plunges it’s never too late to prioritize and get creative about health and wellness. I’m taking recommendations on possible mustaches for Movember. Handle Bar? Chops? #strategicalliances #consulting #election #governmentrelations #movember #healthandwellness #coldplunges

Smear campaigns… Here’s the thing… They can happen to anyone, over anything. One day you can be living your life, and you upset the wrong person. Maybe you came forward about something at work. Perhaps, you reported something to HR. You can now be the target of this. I have had people threaten me and smear me because I advocated for vaccines. It really doesn’t take much. If someone, in power, or with a chance of reputational damage, thinks you’re a threat, “We Can Bury Anyone.” The best thing you can do for yourself is wait for the years to go by and hold your head up knowing you’ve done the right things. Character is something that doesn’t change. People who do these things are cowards and afraid of the truth. Also, multiple things can be true at the same time. You can dislike someone, and, they can be a victim. Why can people show evidence and proof, words from an abuser, and still not be believed? #work #workplace #workplacesafety #time https://lnkd.in/gkT_UkrG

The internet can be a great place or a ruthless place. Already the "hunt" is on for this young woman who let her emotions get the best of her over the weekend -- and keyboard warriors no doubt 'will' discover her identity in time. This is why I constantly advocate for more employers to take #employeetraining more seriously in this arena of #socialmedia, as at some point when her identity is known, whoever she works for 'will also' come under scrutiny. And this wasn't even the ONLY such case popping up over the weekend. What your people do "off-the-clock," and not simply "online," can have negative impacts on your business, whether in operations, reputations, productivity and/or profit. #hrmanagers #hrdirectors #riskmanagers and even #generalcounsel take note. I know someone who can help. #defensebydesign https://lnkd.in/gZ3t4CE5