#nhssm Weds, 8-9pm

Using social media to infor m

patients as the NHS refor ms

take root

@a_double_tt

http://www.attdigital.co.uk

@nhssm, Weds, 8-9pm #nhssm

Copyright (c) 2012 by Alex Talbott. This work is licensed under the Creative

Commons Attribution-NonCommercial-NoDerivs 3.0 Unported License. To view

a copy of this license, visit http://creativecommons.org/licenses/by-nc-nd/3.0/.

Permissions beyond the scope of this license may be available

at http://www.attdigital.co.uk/permissions.

#nhssm Weds, 8-9pm

The next 40 minutes

• NHS reforms: what, when, culture, policy and

rhetoric

• Focus on the NHS Commissioning Board

• Opportunities and risks for patient information

• Practicalities of patient information on social media.

#nhssm Weds, 8-9pm

NHS reforms

• £80bn of commissioning budget transferred to GPs through Clinical Commissioning Groups

• Majority of the remainder of the £105bn budget spent through NHS Commissioning Board (NHSCB)

• Administrative side within NHSCB, Commissioning Support Units, Health Education England, Public Health England and NHS Trust Development Authority

• All hospitals to be in Foundation Trust pipeline by 2014

• Pubic health joins social care in Local Government.

#nhssm Weds, 8-9pm

NHS reforms

#nhssm Weds, 8-9pm

Policy rhetoric

Logos (the logic):

– Across England we’re not consistent

– Some areas provide great care and experience. We

must make these examples standard across the NHS

– Clinicians know their patients best

– Patients have a lot of knowledge of how to improve

the system.

#nhssm Weds, 8-9pm

Policy rhetoric

Pathos (the emotion):

– Many a patient story. Anne Cooper @anniecoops

– Death closer to home

– Support for carers

– Patients with long term conditions treated in their

community

– Lives saved – London stroke and trauma networks.

#nhssm Weds, 8-9pm

Policy rhetoric

Ethos (the fundamental values):

– Patients at the centre of all care decisions and service

reforms

– Clinicians as commissioners

– Removing (some) political interference

– …and in future align healthcare funding with social

care funding (Dilnot Commission, July 2011).

#nhssm Weds, 8-9pm

The next 40 minutes

• NHS reforms: what, when, culture, policy and

rhetoric

• Focus on the NHS Commissioning Board

• Opportunities and risks for patient information

• Practicalities of patient information on social media.

#nhssm Weds, 8-9pm

NHS Commissioning Board

Tim Kelsey

@tkelsey1

Director for Patients and Information, NHSCB.

• Central customer service centre

• #Opendata and transparency

• A paperless NHS by 2015.

A. Intelligence – supporting people to make the best decisions

they can

B. Patient and Public Voice – putting the citizen at the heart of

NHS England

C. Customer Relations – giving the patient control and choice

when they want it

D. Systems and Technology – Digital First

E. Communication Values – One Organisation

“Turning the NHS into a

social movement and

creating the conditions

for an equal, balanced

and reciprocal

relationship between

citizens and the NHS.”

“To improve outcomes and

improve efficiency NHS England

must make best use of digital

channels to offer patients more

convenience, choice and

control.”

Five strands of work in the patient and information directorate

#nhssm Weds, 8-9pm

The next 40 minutes

• NHS reforms: what, when, culture, policy and

rhetoric

• Focus on the NHS Commissioning Board

• Opportunities and risks for patient information

• Practicalities of patient information on social media.

#nhssm Weds, 8-9pm

Potential opportunities and

risks

Opportunities:

– Rise of the patient

– Case for change being built

– Charities leading the way: patient-patient peer

support, dedicated online nurses, active across

multiple channels, Information Standard certified

– Patients using digital first: Michael Seres,

http://beingapatient.blogspot.co.uk/, @mjseres.

#nhssm Weds, 8-9pm

Potential opportunities and

risks

Risks: – Feedback services will exist across: Healthwatch,

health and wellbeing boards, NHSCB, Trusts, patient

groups, CCGs, informally online, Patient Opinion

– Fractured and confusing system for staff and patients

– Information falls between the cracks

– Difficult to review the information

– PALS and complaints yet to be given a home.

#nhssm Weds, 8-9pm

The next 40 minutes

• NHS reforms: what, when, culture, policy and

rhetoric

• Focus on the NHS Commissioning Board

• Opportunities and risks for patient information

• Practicalities of patient information on social

media.

#nhssm Weds, 8-9pm

Practicalities of patient

infor mation on social media

In general

• Confidentiality considerations

• Resource

• Professional development

• Channel culture

• Vocabulary, tone and timing

• Feedback chain of response

• Need for a central information source – NHS Choices.

#nhssm Weds, 8-9pm

Practicalities of patient

infor mation on social media

For Clinical Commissioning Groups • Patient and public involvement tested as part of

authorisation

• Formal networks with local health organisations

• Explain their role

• Informal networks with local individuals

• Leadership through digital.

#nhssm Weds, 8-9pm

Practicalities of patient

infor mation on social media

For Commissioning Support Units

• Multiple clients

• Differing social media requirements

• Haven’t the time to reinvent the leaflet/poster/info

• Informal networks key to efficient working.

#nhssm Weds, 8-9pm

Practicalities of patient

infor mation on social media

For trusts

• Marketing

• Service improvement

• Part of an informal network of knowledge

• Formal networks with local health organisations

• Staff involvement.

#nhssm Weds, 8-9pm

Practicalities of patient

infor mation on social media

For private sector providers

• The NHS brand is the strongest brand in the UK

• Integrate your information with NHS partners information

• A potentially difficult balance between being seen with

the NHS without compromising exclusivity.

#nhssm Weds, 8-9pm

Practicalities of patient

infor mation on social media

For charities • A great chance to forge relationships at a local and

national level

• This is where the digital revolution has started

• Free to innovate

• Driven by numbers

• Accuracy and topicality is everything.

#nhssm Weds, 8-9pm

Questions?

Comments?

Suggestions?