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Healthcare commissioning and social media


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Rob Benson outlines how social media and other digital tools can support the UK healthcare commissioning process.

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Healthcare commissioning and social media

  1. 1. Healthcare commissioning and social media Rob Benson NHS Birmingham East and North [email_address] 0781 509 8560 @elbunglio
  2. 2. About <ul><li>Worked in NHS for three years </li></ul><ul><li>Academia and private sector before in online management roles </li></ul><ul><li>Believe that online should come first. It is: </li></ul><ul><ul><li>Great value for money (£230 for ambulance visit; 0.05p for website visit) </li></ul></ul><ul><ul><li>More inclusive/accessible </li></ul></ul><ul><ul><li>A great place to collaborate </li></ul></ul><ul><li>Needs to support business processes </li></ul>
  3. 3. NHS BEN experience <ul><li>Asked forgiveness not permission </li></ul><ul><li>Featured comments, Twitter, Facebook, YouTube and Flickr </li></ul><ul><li>Highlighted access issues at health centres- free PR; social marketing campaign support </li></ul><ul><li>Chief exec on Twitter; Chief operating officer using podcasts </li></ul><ul><li>Now part of Cluster approach – used as PR tool due to resource pressures </li></ul><ul><li>Conversations going on elsewhere </li></ul>
  4. 5. Charles House experience <ul><li>Potential victim of Local Authority cuts </li></ul><ul><li>Being done at same time as needs analysis around autism… </li></ul><ul><li>… which is likely to identify need for the respite care that Charles House provides </li></ul><ul><li>Q: How can such hyperlocal sites etc fit into the commissioning cycle? </li></ul><ul><li>A: Make it part of the engagement cycle </li></ul>
  5. 6. Engagement and the commissioning cycle
  6. 7. Social media can help <ul><li>Health needs and aspirations </li></ul><ul><ul><li>Find out what people are saying/doing/thinking </li></ul></ul><ul><li>Priority setting </li></ul><ul><ul><li>Discussions, voting and rating </li></ul></ul><ul><li>Service design </li></ul><ul><ul><li>Collaborate on specification and outcomes </li></ul></ul><ul><li>Service performance review </li></ul><ul><ul><li>Comments and feedback </li></ul></ul><ul><li>Social media can be used throughout this essential business process </li></ul><ul><li>Need to show people what it can do </li></ul>
  7. 8. EG: CCG engagement tool <ul><li>Intranet as internal network: Webinars, videoconferencing, microblogging, diary coordination </li></ul><ul><li>Extranet as decision-making network: People/support groups involved in service redesign; CRM </li></ul><ul><li>Internet as extended community: Integrate Practice Participation Groups; involve local population </li></ul><ul><li>Benefits </li></ul><ul><ul><li>Lower cost engagement with more involved </li></ul></ul><ul><ul><li>Meets immediate needs and should delivers value </li></ul></ul><ul><ul><li>Fulfils engagement aspects around authorisation </li></ul></ul><ul><ul><li>Works towards meaningful channel shift </li></ul></ul>
  8. 10. Getting there <ul><li>Useful stuff </li></ul><ul><li>Get free maps – OpenStreetMap </li></ul><ul><li>Try a wiki on a live strategy – mediawiki, Twiki, Google Docs </li></ul><ul><li>Schedule meetings –, meetomatic </li></ul><ul><li>Free websites – Wordpress, Joomla, Drupal (open source) </li></ul><ul><li>Get buy-in </li></ul><ul><li>Share the conversation – Storify, Google Alerts and Mailchimp </li></ul><ul><li>Leaders on Twitter - @muirgray, @paul_corrigan, @roylilley, MPs </li></ul><ul><li>Report on feedback – NHS Choices, Patient Opinion </li></ul><ul><li>Take it to the next level </li></ul><ul><li>Listen and learn – hyperlocal blogs, data mining, socmed surgeries </li></ul><ul><li>Create your own community – glasscubes, Ning, Google Plus </li></ul><ul><li>Set priorities/budgets – Ideascale/CitizenSpace </li></ul><ul><li>Measures – New knowledge (R&D), different services, campaign metrics </li></ul>
  9. 11. Thanks Rob Benson NHS Birmingham East and North [email_address] 0781 509 8560 @elbunglio