The power of SMILE!
-
Upload
joe-mccrea -
Category
Business
-
view
318 -
download
0
description
Transcript of The power of SMILE!
© JB McCrea Ltd [email protected]
The power of SMILE
Joe McCrea - Managing Director, J B McCrea Ltd
Presentation to the Public Involvement Forum at the Kings Fund - 24th June 2014
@joemccrea1966
Transforming involvement through social media and mobile
© JB McCrea Ltd [email protected]
The power of SMILEThe power of SMILEThe power of SMILEThe power of SMILEThe power of SMILESocial Media Improvement
Listening Engagement
© JB McCrea Ltd [email protected]
Cluedo
324 possible permutations
Social Media Capability
AssessmentChannels and Communities
© JB McCrea Ltd [email protected]
• it’s all about following and being followed
•engagement and involvement brings rewards, recognition and response
• It can put together the pieces, so tell it small, tell it often and listen often
Channels and Communities
Cluedo
Social Media Capability
Assessment
© JB McCrea Ltd [email protected]
Instant/Immediate Permanent/Long Term
News
Pictures
Facts
Videos
Chats
Channels and Communities
Horses for Courses
Social Media Capability
Assessment
© JB McCrea Ltd [email protected]
The need for FocusChannels and Communities
Social Media Capability
Assessment
© JB McCrea Ltd [email protected]
Content
The challenge of AttentionSocial Media Capability
Assessment
© JB McCrea Ltd [email protected]
It’s all about the NEW 3 Rs
X •Recent•Relevant•RewardingX
Content
The challenge of AttentionSocial Media Capability
Assessment
© JB McCrea Ltd [email protected]
X
Leadership and Policy
The challenge of EngagementSocial Media Capability
Assessment
© JB McCrea Ltd [email protected]
Tameside Hospital NHS Foundation Trust
What did the Keogh report say?
“The Panel did not see clear evidence that the Board is listening to patients and families to improve the quality of patients’ experience” “This is essential to
set a cultural tone for staff...and provide development to ensure staff are sensitive to patients’ needs and learn from complaints”
Tameside Listens
© JB McCrea Ltd [email protected]
“Immediate focus is needed on the following issues...”
“Develop a patient and public engagement strategy in collaboration with stakeholders, including patients and staff”
Tameside Hospital NHS Foundation Trust
Tameside Listens
© JB McCrea Ltd [email protected]
So success would be if the Board…
Demonstrated it had listened
Demonstrated evidence was linked to improvement and quality
Demonstrated involvement of stakeholders, patients and staff
Demonstrated evidence of being sensitive to patient needs
Tameside Hospital NHS Foundation Trust
Tameside Listens
© JB McCrea Ltd [email protected]
So how did we go about it?
The biggest listening exercise in the Trust’s historyAnnounced on 1st August 2013 as part of the Trust’s response to KeoghA 6-month listening exercise using the widest possible range of channels, tools and processes
Tameside Hospital NHS Foundation Trust
Tameside Listens
© JB McCrea Ltd [email protected]
Embraced Social Media
e:mail [email protected]
Follow us on Twitter #TamesideListens
Like us on Facebook www.facebook.com/tamesidelistens
Watch us on YouTube www.youtube.com/TamesideListens
Subscribe to our Podcast http://www.tamesidehospital.podbean.com or
Phone us on 0161 922 4032
BUT we didn’t
forget the traditional
means!
Tameside Hospital NHS Foundation Trust
Tameside Listens
Four new listening channels
Meridian Questionnaire
Survey Monkey survey
Android App
iPhone App
Tameside Hospital NHS Foundation Trust
Tameside Listens
© JB McCrea Ltd [email protected]
What did we ask?Sought feedback and ideas on 8 themes
Didn’t ask
‘What do you think?”
but open-ended
“How can we do better?”
Over 500 responses
Tameside Hospital NHS Foundation Trust
Tameside Listens
© JB McCrea Ltd [email protected]
Almost 1 in 3 contained praise
Almost 1 in 5 was praise alone
“People will simply moan or post abuse”?
Tameside Hospital NHS Foundation Trust
Tameside Listens
© JB McCrea Ltd [email protected]
Suggested action
No suggested action
0 80 160 240 320 400
78% contained a suggested action
Tameside Hospital NHS Foundation Trust
Tameside Listens
© JB McCrea Ltd [email protected]
Future Improvement Plan Current Im-
provement Plan Already in placeConsidered for
immediate action Agreed for imme-diate action
34%
24% 22%
11% 9%
The Trust’s response? Only 4 suggested
actions were
rejected 54% suggested
actions were new
to the Trust
Tameside Hospital NHS Foundation Trust
Tameside Listens
© JB McCrea Ltd [email protected]
So what did it tell the Board?
When asked for their suggestions through an exercise like Tameside Listens, the vast majority of responses are sensible and acceptable to the TrustMany of patients’ most important concerns are already being addressed by the Trust but hadn’t been communicated adequatelyMore than half of suggestions that have been obtained through the Tameside Listens exercise did not currently feature in the Trust’s plans, but would be candidates for future Improvement Plans or Immediate Action
This proved its worth and value to the Trust and demonstrated the importance of mainstreaming the activity into the Trust’s core communications and engagement functions.
Future Im-
provement Plan
Current Im-
prove-ment Plan
Already in place Consid-
ered for imme-diate action
Agreed for im-
mediate action
34%
24% 22%
11% 9%
Tameside Hospital NHS Foundation Trust
Tameside Listens
© JB McCrea Ltd [email protected]
A fundamental change of direction
I don’t want to go to you…I want you to come to me…
Social Media Capability
AssessmentLeadership and Policy
© JB McCrea Ltd [email protected]
The need for Trust and Personalisation
Social Media Capability
AssessmentLeadership and Policy
I trust my mobile…
© JB McCrea Ltd [email protected]
Broadcaster vs Communitarian
• See social media as simply another comms channel to continue traditional habit of announcing things or speaking at people
• See role as engaging, listening, responding, supporting and participating in communities of individuals and organisations
Broadcasters Communitarians
Social Media Capability Assessment
Leadership and Policy
© JB McCrea Ltd [email protected]
Follow us on Twitter: 86 million Twitter Impressions - 7,341
followers
Like us on Facebook: 95,000 daily reach - 1,000 followers
Subscribe on Youtube: 19,400 video views
See our Vimeo showcase: 1,392 plays
Subscribe to our Podcast: 11,549 feed hits
See our daily photo journal: 8,240 views
Feature in our image showcases
Watch live with Google Hangouts
Where DID people mainly find us on social media for Change Day 2014?
© JB McCrea Ltd [email protected]
© JB McCrea Ltd [email protected]