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NHS Leeds West CCG Patient Leader Programme
Training: Social Media: Practical session - setting up a Twitter account
Sept 2015 V1.1
Housekeeping
• Introductions
• Timing of session
• Breaks
• Toilets
• Fire alarm
Groundrules
• Stick to the agenda
• Be honest
• Be open to new ideas
• Listen to others
• Respect confidentiality
• Don’t judge
• Enjoy
Aims and objectives of the session
Aim ‘To give patient leaders the skills to set up and interact using social
media
Objectives • Outline the role of patient leaders • Explore the use of social media in healthcare and people’s
confidence in using a popular social media platform • Provide an opportunity to set up a social media account • Provide an opportunity to use the account to interact with other
social media users and organisations • Outline good practice and explore ways to increase engagement
with other users and organisations • Explore ways patient leaders can use social media to champion
the voice of the wider community.
Outcomes
By the end of the session participants will:
Understand the patient leader’s role
Explain how social media can be used in their role
Be able to set up a social media account
Understand the function of twitter and how to interact
with it
Be able to describe best practice and ways to increase
engagement
Be able to explore how patient leaders use social media
to champion the voice of the wider community.
Agenda
1. An introduction to patient leaders
2. An introduction to social media
3. Twitter – the basics
4. Using Twitter as a tool of engagement
5. Using social media as a patient leader
6. Questions and answers
7. Summary
1. An introduction to patient leaders Involvement in Leeds
Places to get involved
in healthcare
1. An introduction to patient leaders Involvement in Leeds
Ways to get involved in healthcare in Leeds
As an individual
• Friends and family test
• Filling in surveys about service change
• Filling in surveys about your GP practice
• Patient Opinion/NHS Choices (Complaints or
compliments)
• Attending focus groups
• Patient Reference Groups (PRG)?
• Co-production
As a ‘patient leader’
• Patient Reference Groups (PRG)?
• Patient Assurance Groups (PAG)
• ‘Patient leader’ on a steering group
• Co-production
1. An introduction to patient leaders Why patient leaders?
• Lots of evidence about the
value in involving patients
• It’s a statutory duty to
involve patients
• We’re not very good at
involving patients in
procurement and
monitoring
• We don’t have consistent
involvement
There has to be a better way!
1. An introduction to patient leaders The value of patient leaders
‘Internationally, 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 2009
Healthcare 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 leaders What 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?
Patients, carers and the public
Commissioners and providers
1. An introduction to patient leaders What is their role?
It isn’t to:
• Promote a personal campaign
• Criticise existing services/processes
It is to:
• Contribute to improving services
• Ensure that we consider feedback from patients
• Be open-minded
• Reflect the health needs of the whole population
• Share the responsibility for difficult decisions
• Focus on improving patient experience
• Support the engagement
1. An introduction to patient leaders How do we support them?
By providing access to:
• engagement reports
• patient experience data
• patient reader group
• training
• peer support
• the comms and engagement team
• ‘Engaging Voices’
• social media
1. An introduction to patient leaders Who are patient leaders?
• Patients, carers and members of the public
• People interested in improving services
• People from our patient network
• People involved in our engagements
• People from the VCF sector
• People from Healthwatch
• People from all the CCGs
• People from PRGs
• Different people
• Objective people
2. An introduction to social media
Social Media is any
online communications tool where
individuals can gather and share
information, photos, videos, opinions and
other forms of media with each other
2. An introduction to social media
Groupwork - tell us in your own words:
• Do you use social media / what for?
• Does anything scare you about using it
personally or professionally?
• Have you ever come across positive use of
social media?
2. An introduction to social media
2. An introduction to social media
2. An introduction to social media
Which social media platforms do the CCGs use?
• YouTube
• Blogs
• Scribble Live
2. Twitter – using it as a tool
Demystifying Twitter symbols and acronyms
• A quick quiz, using the laminated symbols in front of
you…
• What symbol can be used to follow a trend?
• What symbol can be used to tweet someone?
• What symbol represents a retweet button?
3. Twitter the basics
Before we start we’ll need to open up the internet browser.
We recommend you use Google Chrome but you can use internet explorer
if you’re more comfortable.
Setting up a Twitter account:
3. Twitter the basics
A. Visit www.twitter.com
B. In the new to Twitter? box, enter your
name and the email address you want
to associate your account with. Select
a password and click ‘Sign up for
Twitter’.
C. A verification email will be sent and
you’ll need to login to your email
account to verify. This can be done
later.
Setting up a Twitter account:
D. Next, you’ll be asked to confirm details are correct. You’ll then be asked
to enter your phone number, this is optional and you can skip this step.
3. Twitter the basics
E. You’ll now be asked to select a User
Name e.g. NHS_MWallace. Your user
name will be used for all interactions on
Twitter. Click on the “Create account”
tab. The username can be changed at
a later date. Once you’ve selected a
name click let’s go.
F. You’ll be asked to select what you’re
interested in. Select all that apply or
untick all and press continue.
G. The next step is who to follow, these
are suggestions but I’d recommend you
select at least one person to follow. You
can add more later.
Setting up a Twitter account:
3. Twitter the basics
H. Here you can upload a photo but you may want to do this at a later date
I. Find people you know uses your email accounts to find people you know. Don’t
worry you are able to skip this step if you wish.
Setting up a Twitter account:
J. Another step where it suggests people to follow. You can select the ones you
wish to follow but if you don’t want to follow any just untick all box and press
continue.
3. Twitter the basics
K. You’ve now managed to set up an account. So let’s look at the homepage…
Twitter navigation
3. Twitter the basics
L. So now the other screens, here is the notifications screen
Twitter navigation
3. Twitter the basics
M. And now the messages screen:
Twitter navigation
3. Twitter the basics
Purpose of direct messaging…
Twitter navigation
3. Twitter the basics
When direct messages
go public…
Twitter navigation
3. Twitter the basics
N. Now your profile page
Twitter navigation
3. Twitter the basics
O. Finally your profile page…
Twitter navigation
3. Twitter the basics Updating your twitter profile
You can update your twitter biography, picture and cover photo
3. Twitter the basics Updating your twitter settings
You can update your twitter handle, privacy and find people you know in the settings menu.
3. Twitter the basics
There’s two ways you can tweet.
Sending a tweet
One way is to use the box ‘What’s happening?’ on the home page:
The other is to use the compose button in the top right hand corner:
3. Twitter the basics
Sending a tweet
You can also add photos / videos to a tweet, add a location and even add a poll
3. Twitter the basics Deleting a tweet
Find the tweet you want to delete. Click the … icon along the bottom of the
tweet. This brings up more options for the tweet and the delete button is at the
bottom.
3. Twitter the basics Responding to a tweet
1. You can reply
2. You can retweet it
3. You can ‘like’ it. You can view all the
messages you’ve liked on your profile
page.
4. Twitter – a recap
Now you’ve had your coffee and tea here’s a quick test
to see how much you remember…
Can you…
• Find the homepage?
• Change your biography?
• Find out what’s trending?
4. Twitter – using it as a tool
Writing activity
• You can write about anything you like on twitter, but
for this exercise take at the Activity document in the
media file.
• Have you managed to do it without editing?
• Twitter will only allow tweets 140 characters long so
you must keep it short and simple to be able to post.
• Now try to tweet your summary on twitter. Ask your
neighbour for their username and share it with them.
4. Twitter – using it as a tool
Direct messaging • You can start a private conversation or
create a group conversation
• Anyone in a conversation can send Direct Messages to the group. Everyone in a group can see all messages, even if everyone doesn’t follow each other.
• In group conversations, anyone in the conversation can add other participants. Newly added participants won’t see the prior history of the conversation.
• Some accounts, particularly businesses on Twitter, have enabled a setting to receive Direct Messages from anyone. You can send a Direct Message to these users even if they don’t follow you.
Public • Everyone can see your tweet and retweet
or respond to it
• People have been caught out when they thought they were sending a private tweet
Direct messaging versus public messaging
4. Twitter – using it as a tool
Demystifying Twitter symbols and acronyms
• Following on from the previous quiz you’ll hopefully
understand more of the symbols used.
• What about the acronyms? Can you guess these?
• FF
• PRT
• MT
• TT
4. Twitter – using it as a tool
Avoid drowning in a see of tweets
• Each follower can be put into lists
• Lists allow you to ‘bunch’ together a group of similar
accounts. This way you can view tweets only from a
certain list rather than all your followers…
4. Twitter – using it as a tool
Increasing reach
• There are two simple ways to improve the
engagement and reach of a tweet
• Photos average a 35% boost in retweets
• Videos get a 28% boost
4. Twitter – using it as a tool
What do we mean by increasing reach
• When we increase engagement such as getting more retweets it has a chance to go viral:
5. Best practice - Some top tips
Do:
• Be ‘human’
• Be light-hearted sometimes
• Keep it simple
• Know what you like
• Know when to pull out of a ‘conversation’
• Be open and honest
• Respond quickly
• Network
• Look for opportunities
• Think about your audience
5. Best practice - Some top tips
Don’t:
• Don’t be shy
• Don’t forget messages can end up public
• Don’t just auto-retweet all the time
• Don’t use too many #hashtags
• Don’t send a tweet that you can’t summarise over a
maximum of two tweets
• And most importantly…
5. Best practice – The golden rule
If you are not
prepared to say it in a
room full of people do
not say it on a social
networking site.
Quiz time…
140
or
How many characters are you allowed in a
tweet?
160
Quiz time…
A fail
whale
or
What would you see if you visited the Twitter
site while the service was down?
A fail
quail
Quiz time…
or
Who has the most twitter followers (as of 1
December 2015)?
Quiz time…
Over there
or
What does OT stand for?
Off topic
Quiz time…
or
What symbol means that an account has been
verified?
Questions
Session review
• Patient leaders champion the voice of the wider
community
• Social Media is any online communications tool
• You are now able to use Twitter to interact with other
people
• Interaction isn’t just about direct messaging
• The social media golden rule is ‘If you are not prepared
to say it in a room full of people do not say it on a social
networking site’
• As a patient leader you might like to consider how you
and/or the groups you work in can use social media to
share information and gather feedback from patients.
Evaluation and close
Please take five minutes to fill in our online evaluation of
the session. You can find the survey here: link
Please be honest so that we can improve the session.