HousekeepingIntroductionsTiming of sessionBreaksToiletsFire alarmNHS Leeds West CCGPatient Leader ProgrammeTraining: Social Media: The Future of EngagementNovember 2015
GroundrulesStick to the agendaBe honestBe open to new ideasListen to othersRespect confidentialityDont judgeEnjoy
Aims and objectives of the sessionAimTo introduce social media and explore how it can be used as an engagement tool
ObjectivesTo introduce the patient leaders roleTo explore peoples confidence in using social mediaTo introduce some popular social media platformsTo outline social medias role in health and social careTo explore the pitfalls and opportunitiesTo explore how we can use social media to engage with a wider audienceTo explore how patient leaders can use social media in their roleOutcomesBy the end of the session participants will:Understand the patient leaders roleFeel more comfortable around social mediaUnderstand social media Recognise some popular social media platforms and explain how they workUnderstand how and why the NHS/public sector use social mediaRecognise good practice in social mediaBe able to explain how social media can be used to support patient engagementKnowing more about some of the current popular social media platformsBe able to explain how you can use social media in your role as a patient leaderAgendaAn introduction to patient leadersAn introduction to social mediaSocial media in health and social careSocial media the opportunities and pitfallsBest practiceUsing social media as a patient leaderInteractive quizQuestions and answers1. An introduction to patient leadersInvolvement in LeedsPlaces to get involved in healthcare
1. An introduction to patient leadersInvolvement in LeedsWays to get involved in healthcare in Leeds
As an individualFriends and family testFilling in surveys about service changeFilling in surveys about your GP practicePatient Opinion/NHS Choices (Complaints or compliments)Attending focus groupsPatient Reference Groups (PRG)?Co-productionAs a patient leaderPatient Reference Groups (PRG)?Patient Assurance Groups (PAG)Patient leader on a steering groupCo-production
1. An introduction to patient leadersWhy patient leaders?Lots of evidence about the value in involving patientsIts a statutory duty to involve patients Were not very good at involving patients in procurement and monitoringWe dont have consistent involvement
There has to be a better way!
1. An introduction to patient leadersThe value of patient leadersInternationally, PPE is increasingly seen to enhance all healthcare, by being a marker of services that are oriented, planned and delivered towards patient interests. The involvement of patients provides a different perspective from that of clinicians.
Patient and Public Engagement (PPE)PPE in Clinical Audit 2009Healthcare Quality Improvement Partnership
http://www.hqip.org.uk/assets/PPE/HQIP-A-guide-to-developing-a-patient-panel-for-clinical-audit-Feb-2014.pdf 1. An introduction to patient leadersWhat is a patient leader?Patient leaders are patients, service users and carers who work with, and for others to influence decision-making at a strategic level - this is shared decision making at a collective and strategic level..
Centre for Patient Leadership
http://centreforpatientleadership.com/wp-content/uploads/2013/04/Bring-it-on-40-ways-to-support-Patient-Leadership-FINAL-V-APRIL-2013.pdf 1. An introduction to patient leaders What is their role?
Patient leadersPatients, carers and the publicCommissioners and providers
1. An introduction to patient leadersWhat is their role?It isnt to:Promote a personal campaignCriticise existing services/processes
It is to:Contribute to improving servicesEnsure that we consider feedback from patientsBe open-mindedReflect the health needs of the whole populationShare the responsibility for difficult decisionsFocus on improving patient experienceSupport the engagement1. An introduction to patient leadersHow do we support them?By providing access to:engagement reportspatient experience datapatient reader grouptrainingpeer supportthe comms and engagement teamEngaging Voicessocial media
1. An introduction to patient leadersWho are patient leaders?Patients, carers and members of the publicPeople interested in improving servicesPeople from our patient networkPeople involved in our engagementsPeople from the VCF sectorPeople from HealthwatchPeople from all the CCGsPeople from PRGs
Different peopleObjective people2. An introduction to social mediaGroupwork - tell us in your own words:What do you think counts as social media?Do you use social media/how?Does anything scare you about using it personally or professionally?Have you got any scare stories or examples?Have you ever come across positive use of social media?Everyone has an opinion and, thanks to social media, everyone has a way of expressing it2. An introduction to social media
2. An introduction to social media
2. An introduction to social mediaSocial Media is any onlinecommunications toolwhere individuals can gather and share information, photos, videos, opinions and other forms of media with each other 2. An introduction to social media
Quiz time.On sheet one you have the different types of social media platforms and sheet two gives you a description for each of the platforms listed on sheet one. What you need to do.Can you please match each social media platform to the description listed on sheet two
2. An introduction to social mediaWhich social media platforms do the CCGs use?FacebookTwitter YouTubeBlogsScribble Live
2. An introduction to social mediaWhy do people use it?Breaking newsNetworking Keeping in touch ConvenientFree InformalThe normLearnShareEntertainmentExpress themselvesBoredomEfficient use of time2. An introduction to social media
The numbers are staggering!2. An introduction to social media
2. An introduction to social media
3. Social media in health and social careWhy should we use social media?Provide health information Provide generic answers to medical questionsFacilitating dialogue Collect dataHealth intervention, health promotion or educationReduce stigmaReduce social isolation/exclusionEngage with seldom heard groupsEfficient healthcare
3. Social media in health and social careWhat are the benefits?Increases interactions with others More available, shared and tailored information Increase accessibility and widening access Peer/social/emotional support Public health surveillance Potential to influence health policyEfficiency savings3. Social media in health and social careWhat are the drawbacks?AccessibilityReliability connecting to the webConfidentiality, privacy and disclosureInaccurate advice Information overloadPersonalising health information Effectiveness of social media type A deterrent to visit health professionalSkills and confidence4. Social media opportunitiesThe world takes up the ice bucket challenge
"was possibly the most successful social media fundraising and awareness effort I've ever seen. Its viral magic"
Mike Koehler, president,Smirk New Media. Source: www.cio.com ALS #IceBucketChallenge$115 million1.2 million Facebook videos2.2 million Twitter mentions
4. Social media opportunitiesCervical cancer prevention week
24 hours26 million people4. Social media - pitfallsWhen you forget which account you are using (personal or professional)
The Red Cross know how to party. Truly unfortunate social media manager of the Red Cross forgot to swap over to his personal twitter page before tweeting: Ryan found two more 4 bottle packs of Dogfish Heads Midas Touch beer when we drink we do it right #gettingslizzerd
4. Social media - pitfalls
When you criticise feedback
Transport for London give useful advice to a commuter complaining about late running services
Leave early and you will not be late next time
4. Social media - pitfalls
When you give your competitors an advantage
Blackberry employee extols the virtues of their new device but tweets using an iPhone!
5. Best practice - Some top tipsBe humanBe light-hearted sometimesKeep it simple Know what you likeKnow when to pull out of a conversation Be open and honest Respond quickly NetworkLook for opportunitiesThink about your audience
But remember its not the only way to engage!
5. Best practice The golden ruleIf you are not prepared to say it in a room full of people do not say it on a social networking site.
Quiz time.What do the following Twitter icons mean?
Retweet (RT) - a tweet that you forward to your followers is known as a retweet, this is often used to pass along news @ - this is used to call out usernames in tweets e.g. @LTHTrust. People / organisations will use your @username to mention you in tweets or send you a message
Reply - a response to another user's tweet that begins with the @username of the person / organisation you're replying to is known as a reply. This could be because they mentioned you in their tweet or you may want to respond to a tweet that they have posted. Please note this is not a private reply so others can see your message.
Like click on the heart icon to like a tweet. Tweets you like do not show up on your timeline
Hashtag a key word with hashtag in front of it i.e. #giveblood and when you click on a hashtag, you'll see other tweets containing the same key word so you know who is talking about it
Your notifications display your interactions with other Twitter users, mentions, likes, retweets and who has recently followed you. This is the screen that helps you manage your relationships with other users and helps two-way conversations.
Direct Messages (DM) are private messa