Successfully reported this slideshow.
We use your LinkedIn profile and activity data to personalize ads and to show you more relevant ads. You can change your ad preferences anytime.

Social Media in the NHS - Tools for Engagement

1,097 views

Published on

Presentation for #MESLondon event - Thursday 12th June 2014

Published in: Healthcare, Technology, Business
  • Be the first to comment

Social Media in the NHS - Tools for Engagement

  1. 1. Social Media in the NHS - Tools for Engagement Gemma Finnegan, #nhssm facilitator nhssm.org.uk gemma@gemmafinnegan.com
  2. 2. Session Objectives • Social Media, So What? • How Social Media is being used by NHS Organisations - the good, the bad and the ugly • Moving forward - tools, ideas and suggestions
  3. 3. The Social Age? • 78% of the UK use the internet • Half of all UK adults access the internet on a mobile phone • In the UK, Facebook has 36 million users, Twitter has 15 million users.
  4. 4. Internet connection speeds in kbs… was 128kbs in 2004! Deloitte 0 25000 50000 75000 100000 125000 2004 2014
  5. 5. Combined global revenue sales of PCs, Smartphones, Video game consoles, TVs, Tablets (1999 - 2018)
  6. 6. We live in an digital age Technology is mainstream and pervasive
  7. 7. Three important trends for healthcare
  8. 8. Consumer 2.0 • people are more comfortable with the medium • on demand • not passive medium • expectations are higher • they’re vocal
  9. 9. Citizen 2.0 • accountability • real time data • access to information • ability to talk to others • ability to self-organise • changing power dynamics
  10. 10. Patient 2.0 • the relationship between patient and healthcare provider is changing • the way people access healthcare is changing • communication and feedback channels are changing • 100 million e-visits/healthcare interactions predicted to take place in 2014
  11. 11. Social Capital
  12. 12. Social media is used to increase our ‘bridging capital’ - the connections with people that enrich us because of their diversity, and also our ‘bonding capital’, for example within a community of patients with the same medical condition.
  13. 13. How is the NHS is using #social?
  14. 14. NHS Social Media 211 clinical commissioning groups (including 152 authorised without conditions) 161 acute trusts (including 101 foundation trusts) 56 mental health trusts (including 41 foundation trusts) 34 community providers (18 NHS trusts and 16 social enterprises) 10 ambulance trusts (including 5 foundation trusts) c.8,000 GP practices c2300 hospitals in the UK
  15. 15. From the Health Service Journal, 15th May 2014
  16. 16. “The incentives, to us, are clear – the ability to enter into conversations with different stakeholders, and getting authentic feedback to create meaningful change and improve services.”
  17. 17. By bad I mean, ahem, boring.
  18. 18. Are you in broadcast mode?
  19. 19. And the ugly don’t get it at all….
  20. 20. 29 @ replies & @PatientOpinion were actively involved
  21. 21. The practical - moving from broadcast to engagement…
  22. 22. Social Media Strategy Are you: Purposeful? Listening and Learning? Building relationships? Clear about personas? Confident in your personality? Planning? Measuring? Supporting staff & patients/carers? Or Foundation Trust Members?
  23. 23. Are you purposeful? What are your objectives?
  24. 24. Are you listening and learning? “When you are talking, you are not listening…”
  25. 25. Building relationships
  26. 26. e of personas is that they allow the team to develop real empathy w
  27. 27. How about personality? Have you got one? Northants & MK do!
  28. 28. What’s the plan? For when it all goes wrong?
  29. 29. Measuring?
  30. 30. Are you supporting staff?
  31. 31. Are you supporting patients, carers and other stakeholders?
  32. 32. - Dean Royles, chief executive, NHS Employers ““social media is increasing becoming central to the ongoing effectiveness of the NHS.”
  33. 33. And there is plenty of help available….
  34. 34. NHS Employers First port of call
  35. 35. Have a look at Symplur’s Healthcare Hastags Project
  36. 36. Check out people’s blogs
  37. 37. Forward planning - what’s next for the web? Personalisation and the internet of things Digital competency in healthcare will be essential
  38. 38. Be human, be #social.
  39. 39. Thank you for listening @Gemma_Finnegan gemma@gemmafinnegan.com Come join us for a #nhssm chat - every Wednesday between 8 - 9pm

×