The document describes digital engagement solutions provided by LHM Media to help local Healthwatch organizations better engage with their communities and gain valuable feedback. The solutions include [1] an interactive website with a feedback center and database of local health services, [2] tools to manage and analyze feedback data, [3] widgets to share feedback on partner websites, and [4] a dashboard to provide business intelligence and sentiment analysis of discussions. The goal is to empower communities, support Healthwatch missions, and help shape health outcomes.

1. H E L P I N G Y O U R T O R E A L I S E I T S P O T E N T I A L

2. As a local Healthwatch, we know you’re looking for an innovative engagement solution that creates
a significant behavioural shift in the health and social care review process. How local, diverse
communities provide data to you depends on the technology and literature you provide them.
The public also provide a powerful opportunity to champion your local Healthwatch.
We understood that to work with a local Healthwatch, we had to create value. Our solutions would
have to provide additional resource, gain trust from the public, link closely to health and social care
partners, market your organisation better and create even more efficiency from agile teams.
With our affordable suite of engagement tools, you’re fully equipped with the latest accessible
technology where feedback from the public can be monitored, moderated and filtered effortlessly.
We’re supporting your mission of being the transparent, independent consumer champion for
your region and empowering consumers of health with a voice like never before.
SHAPING OUTCOMES
THAT MATTER
02 ABOUT LHM

3. AGENCY
EXPERTISE
Your local Healthwatch is supported by real digital experts, people that pride
themselves on being an extension of your team and achieving results.
LHM has a vast amount of experience in digital marketing and is made up of a
large team of creative designers, strategic thinkers and technical doers.
We’re an award winning agency known for providing some of the most
innovative projects in health and social care. We firmly believe that our next
award belongs to you.
Clockwise: Steven Lawrence and Ian Hughes, founders of LHM / Production meeting / Our offices located in Birmingham City Centre
03 WHAT WE DO

4. Our solutions for local Healthwatch have been carefully constructed
through feedback from local Healthwatch, health and wellbeing
boards, CCGs, local authorities, patient groups, patient leaders and
the voluntary and community sector.

5. The tools created for your local Healthwatch support in shaping health outcomes
quickly by identifying successes and potential issues.
You can respond to emerging patterns with greater, detailed knowledge of data
and reporting, providing a database that is unrivalled in your community and
useful for you, your partners and press opportunities.
The technology provided will automate many tasks for your Healthwatch team,
offering value by lowering the amount of time required for planning engagement
activity and creating inbound public data via multiple channels and devices, all
populated to your database.
Our solution resonates with the public so they can contribute their feedback
through secure and accessible online platforms that they are used to and from
wherever they are.
AN ENGAGED
COMMUNITY
05 THE COMMUNITY

6. “We must put citizen and patient voice absolutely at the heart of every decision
we take in purchasing, commissioning and providing services.”
Tim Kelsey, National Director of Patients and Information, NHS England

7. THE INTERACTIVE
WEBSITE
This is a future-proof responsive website which features mobile and tablet access. Its
Content Management System enables you to capture and feature the latest feedback
from the public for any location or service provider in addition to showcasing your
day-to-day requirements.
The site includes our interactive Feedback Centre, featuring strong visuals and call to
actions to prompt the public and local partners to support your Healthwatch and leave
vital information for all health and social care providers.
The feedback centre also works brilliantly from mobile, so the public can leave feedback
easily, such as a hospital, dentist, opticians or even on the bus home.
Each health and social care provider in your local area features in the database, where
the public can view and leave feedback for all.
Feedback Centre
Local Health and Social Care Database
Feedback and Moderation System
Content Management System
07 THE INTERACTIVE WEBSITE
Birmingham

8. Birmingham

9. THE FEEDBACK
CENTRE
Our Feedback Centre is a standalone device that is added to your existing
Healthwatch website.
Its purpose is to gain the feedback that you need and provides the public with
an easy way to search for their local health and social organisations via name
or postcode.
In addition to an overall experience that will be provided to you for any
organisation, feedback can be requested around Cleanliness, Staff Attitude,
Waiting Times, Treatment Explanations, Quality of Care and Travel Time.
Furthermore, we also ask for a mention of any staff who deserve special praise.
At the bottom of the pop up form, the user can choose to make an official
Healthwatch complaint. This will flag up in your system so you can choose to
follow up or monitor the organisation more closely dependent on the nature
of the feedback.
Feedback Centre
Local Health and Social Care Database
Feedback and Moderation System
09 THE FEEDBACK CENTRE

11. FEEDBACK
MANAGEMENT
All of the data you receive from the public is securely stored in your Feedback
and Moderation System.
The system provides all of the feedback gained from the public and all the
information can be accessed for each individual service. The questions you
would like to ask the public can be changed to suit your local Healthwatch
requirements.
With this constant feed of information, you can effectively store your
feedback about local health and social care services in one place. The
Feedback Centre is initially populated by LHM with a comprehensive local
database of health organisations in your community. Furthermore, your
Healthwatch and the public can also add new services and locations at any
time. All of the data you receive will be moderated by your Healthwatch
before appearing in your final database.
Whenmoderated,thisdatacanthenbesharedwithyourpartnerorganisations
via a CSV file, our Partner Widget or our Healthwatch Informatics system.
11 FEEDBACK MANAGEMENT

12. THE PARTNER
WIDGET
A ‘Trip Advisor’ style partner widget can be provided to any of your health or
social care partners.
They can be created and fully managed by your in-house Healthwatch
website administrator.
It will enable you to create an exact match in terms of height and width along
with choice in the number of reviews to be featured within the widget.
This innovative tool offers many advantages to your team including enhanced
marketing awareness, increased data and opportunities to build new
commercial relationships. Furthermore, it completely achieves Healthwatch’s
objective to provide a significant behavioural shift in the health and social
care review process.
12 THE PARTNER WIDGET

13. CHOICE OF WIDGETS
With the Partner Widget functionality, there are three options to customise that fit perfectly into your partners’
websites.
These are designed for any organisations providing health and social care services that require a patient experience
style platform. These could be hospitals, GPs, opticians, dentists or care homes. This provides Healthwatch with an
exciting opportunity to demonstrate its impact and strengthen its links with the local community.
For the organisations that don’t wish to share public feedback on their website due to special circumstances, but
do want to support your Healthwatch, you can provide them with a ‘leave feedback’ widget that removes reviews
from the widget, but still shows an overall feedback rating.
All of the widgets link to your Healthwatch website when clicked and immediately open your Feedback Centre for
the user to leave their feedback.
13 CHOICE OF WIDGETS

14. FOR PARTNERS FOR YOUR HEALTHWATCH
• Demonstrates transparency, confidence and credibility to
patients in their own service
• Provides superb search engine potential to improve rankings
• Reviews drive additional traffic from other websites
• Feedback is the most common form of online research,
increasing browse time on websites by up to 100%
• Essential tool for them to understand how to improve their own
services
• It provides an early warning system
• Many have no feedback mechanism in place at all and there is
very little resource needed to get started
• Rapidly increases the volume of public feedback and data for
your Healthwatch
• The widget introduces your Healthwatch to the public and
health and care services for mass awareness
• Opens up opportunities to collect other required data from
partnerships that can feed in to the system e.g. hard to reach
groups
• The widget will be provided to organisations via a URL/ HTML
code for simple upload to their website
• Provides a commercial and sustainable opportunity for you to
provide services with access to your data
• Advocacy and improved status
PARTNER WIDGET BENEFITS
14 PARTNER WIDGET BENEFITS

15. HEALTHWATCH
FACEBOOK APP
For a Healthwatch who has our responsive website or Feedback Centre, a
Facebook App can be provided which links to your local health and social
care database.
The Facebook App is a great way to engage with a younger audience, who
may be at school or college during daytime activity and increase your online
community both young and old.
Here users can add feedback of any services and share experiences directly
to your database through Facebook. The app can also be shared with friends,
promoting you and the organisation at the same time.
Facebook is also a great way to advertise at very low cost to certain target
groups locally and there are 24m active Facebook users daily in the UK.
15 FACEBOOK APP

16. Bringing your work, your insight and your partners together
with our detailed and easy-to-use Business Intelligence dashboard...

17. HEALTHWATCH
INFORMATICS
Business Intelligence Dashboard
Healthcare organisations in the UK are challenged by pressures to reduce
costs, improve coordination and outcomes, provide more with less and be
more patient-centred.
Yet, at the same time, evidence is mounting that the industry is increasingly
challenged by entrenched inefficiencies and clinical outcomes.
The Healthwatch Informatics intelligence tool provides your Healthwatch
with a credible way to manage your day-to-day activity and engage partners,
by adding value to their services from crucial data gained from the public via
the web, mobile, social tools and widgets.
Featuring sentiment analysis, it also tracks your local discussions from
the public, press and your partners about local services, which can all be
benchmarked against your internal database too.
17 INFORMATICS TOOL

19. REAL-TIME
SENTIMENT
ANALYSIS
For users who want to monitor sentiment expressed on the Web, we have teamed
up with They Say Analytics.
Your local Healthwatch can now stay one step ahead of patterns and trends and
can react swiftly. Using sentiment technology, the key drivers behind overall
positive and negative sentiment for local health scenarios can be identified and
quantified on a large scale.
This technology combines full linguistic analysis with a comprehensive, fully
customisable and transparent sentiment knowledge base. It covers nearly 60,000
sentiment-carrying expressions and concepts and a set of sentiment logic rules
that cover English grammar.
Monitors specific keywords, services and locations for your data
requirements from sources such as Twitter and RSS feeds
Creates powerful insight streams from deep analysis
Provides a browser-based dashboard to visualise insight streams and
events, and to discover correlations
19 SENTIMENT ANALYSIS

21. PARTNER BENEFITS HEALTHWATCH BENEFITS
• Third party access can be provided to your partners
• It provides commissioners, organisations and services with an
independent view and the opportunity to improve their awareness and
performance
• Improves the chances of safeguarding individuals
• It raises their profile and service quality quickly, particularly for smaller
organisations
• Saves hours in sourcing information from multiple systems, by streaming
your data in one place
• Ability to understand vast amounts of data quickly and act on it
• A commercially viable option to enable partners of the widget
functionality a secure view of their own data from the public for an
annual fee
• Will place your local Healthwatch at the forefront of digital and health
information in the region working with its partners and press
INFORMATICS BENEFITS
21 INFORMATICS BENEFITS

22. Your local Healthwatch can play a vital role in the management and collection
of data for the Friends and Family Test (FFT), supporting partners to capture
data and understand opportunities to improve services.
Using LHM’s services, compliant FFT data can be received and managed
easily through the Healthwatch Feedback Centre across multiple channels,
from in-depth real-time reporting through to offline support.
FFT is quick and easy to implement and LHM have a range of solutions that
work with your partner organisations requirements. These can be featured
in partner systems, embedded within a partner website or even stand-alone
as a micro-site or kiosk. We can create a suitable tailored platform for your
partner requirements to ensure we’re adding value at each and every stage.
FRIENDS AND
FAMILY TEST
22 WHY WE’RE THE AGENCY FOR YOU
BENEFITS
• Increased data collection support
• Save time and resource
• Compliant with NHS England guidance
• Revenue Generation opportunity for Healthwatch

23. LHM Media works in partnership with many leading health institutions,
community organisations and local authorities.
There’s so much you can achieve using smarter digital communications.
Let us help ease the way.
A big society needs big ideas and we’re brimming with them. Our aim is
to do more, add more value and we are driven by making people’s lives
better. Some of the best ideas are developed over a cup of coffee and
our kettle’s always on.
We’re making a difference, and so are you.
TOGETHER
WE’RE MAKING
A DIFFERENCE
22 WHY WE’RE THE AGENCY FOR YOU

24. 22 Gas Street, Birmingham, B1 2JT
0121 237 5260
ianh@lhmmedia.com
www.lhmmedia.com