Changing culture through conversation presentation from #EngageWell: Patient and public engagement on social media

1. Transforming patient experience in women
and children’s services via social media
Lisa Elliott RGN RSCN MSc - Director and Co-founder, Elliott Blanchard Ltd
Vanessa Blanchard RGN - Director and Co-founder, Elliott Blanchard Ltd
Samantha Whelan RM – Patient Experience Midwife, Pennine Acute Hospitals NHS Trust

2. Why conversations matter
when changing culture
and how to turn a
conversation into change
Sharing the learning
from the frontline: what
we did at Pennine Acute
and why a clinical role
makes a difference

3. One of the great strengths of this country is that we have an
NHS that, at its best, is ‘of the people, by the people and for
the people…
We need to engage with communities and citizens in new
ways, involving them directly in decisions about the future of
health and care services.
The Five Year Forward View, 2014.
Taken from NHS England - Patient and Public Engagement Policy, 2015

5. For a partnership to develop, conversations need to be created
National Nursing and Midwifery Strategy (2016)

7. The Pilot Project – what did we do and why?
Our initial question was whether using Care Opinion as our social media
platform, along with Twitter and Facebook as promotional tools, we
could:
1. Generate more meaningful conversations with patients and staff
2. Ensure quicker responses to improve the patient experience
3. Identify where structured quality improvement projects were
required and ensure a partnership approach to achieving change

8. The Pilot Project – a partnership approach
Pennine Acute Hospitals NHS Trust
Women’s and Children’s Division – a team that wanted to improve
Elliott Blanchard Ltd
Experience in using patient
feedback within our Quality
Improvement methodology to
bring about changes that lasts
Care Opinion
A well established platform
for patients/carers to post
their experience online in
very public way
Women
and
Families

9. The Pilot Project – our timeline
October – March Supported initial quality improvement work with the
maternity teams on wards at Oldham Hospital site as part of CQC
improvement plan
March- May Quality Improvement Training programme for frontline staff
from across Women and Children’s Division
June – current Secondment opportunity agreed - Patient Experience
Midwife appointed. Initial training and QI coaching for implementation. Care
Opinion full licence established and ongoing support provided
November Service user forum commences 6-month QI project

10. “How Pennine Acute are transforming
patient experience in women’s and
Children’s using social media”
Sam Whelan RM, PGCert Mid

11. Who we are

12. Patient Experience Midwife
- New Role
- How did it make me feel?
- Support

13. What did I do ?
• Staff Engagement
• Gathering stories
• Promotional boards
• Ward Visibility
• Challenges

14. Social Media Conversations
• Powerful
• Real time
• Easy
• Far Reaching
• Staff Engagement
• Boost Staff Morale
• Increase in Stories
• Increased opportunity for change

15. Story swarm

16. What difference did it make?
Uncomfortable chairs Is my room clean? No TENS machine

17. Thinking of others Lack of information Staff engagement

18. What Next Steps for Us?
Maternity Quality Improvement Forum
Should partners stay on the
post-natal ward overnight?
• Additional data collection
• Develop solutions
• PDSA tests of change
• Recommend next steps

19. Sharing the learning
Vanessa Blanchard RGN - Director and Co-founder, Elliott Blanchard Ltd

20. Recipe for success
6 Stories 0 Responses 0 changes 755 Views
176 Stories 184 Responses 7 changes 7290 Views
March 16 - March 17
April 17 – September 17

21. Did we achieve the change we intended?
We did generate more meaningful conversations with patients and staff
We did ensure quicker responses to improve the patient experience
It has identified where structured quality improvement projects will be
required with the new forum ensuring a partnership approach to
achieving change

22. Even Better If……..
• Social Media Permission
• Staff not given permission for ward Twitter accounts
• Slow to change
• Takes time to embed
• Readiness Checklist
• Ensure ready to go before project start up
• Start Small
• Children’s areas not successful

25. Thank you
• We would be delighted for you to join us on our Round Table
workshop this afternoon
• Follow us on Social Media
Lisa Elliott
lisa@elliottblanchard.com
@lisaelliott01
@change_experts
Samantha Whelan
Samantha.Whelan@nhs.uk
@Samanthawhelan7
@PennineAcuteNHS
Vanessa Blanchard
vanessa@elliottblanchard.com
@vblanchard1
@change_experts