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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

NHS Leeds West CCG… · 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

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Page 1: NHS Leeds West CCG… · 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

NHS Leeds West CCG Patient Leader Programme

Training: Social Media: Practical session - setting up a Twitter account

Sept 2015 V1.1

Page 2: NHS Leeds West CCG… · 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

Housekeeping

• Introductions

• Timing of session

• Breaks

• Toilets

• Fire alarm

Page 3: NHS Leeds West CCG… · 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

Groundrules

• Stick to the agenda

• Be honest

• Be open to new ideas

• Listen to others

• Respect confidentiality

• Don’t judge

• Enjoy

Page 4: NHS Leeds West CCG… · 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

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.

Page 5: NHS Leeds West CCG… · 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

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.

Page 6: NHS Leeds West CCG… · 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

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

Page 7: NHS Leeds West CCG… · 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

1. An introduction to patient leaders Involvement in Leeds

Places to get involved

in healthcare

Page 8: NHS Leeds West CCG… · 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

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

Page 9: NHS Leeds West CCG… · 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

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

Page 10: NHS Leeds West CCG… · 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

There has to be a better way!

Page 11: NHS Leeds West CCG… · 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

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

Page 12: NHS Leeds West CCG… · 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

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

Page 13: NHS Leeds West CCG… · 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

1. An introduction to patient leaders What is their role?

Patients, carers and the public

Commissioners and providers

Page 14: NHS Leeds West CCG… · 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

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

Page 15: NHS Leeds West CCG… · 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

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

Page 16: NHS Leeds West CCG… · 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

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

Page 17: NHS Leeds West CCG… · 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

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

Page 18: NHS Leeds West CCG… · 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

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?

Page 19: NHS Leeds West CCG… · 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

2. An introduction to social media

Page 20: NHS Leeds West CCG… · 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

2. An introduction to social media

Page 21: NHS Leeds West CCG… · 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

2. An introduction to social media

Which social media platforms do the CCGs use?

• Facebook

• Twitter

• YouTube

• Blogs

• Scribble Live

Page 22: NHS Leeds West CCG… · 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

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?

Page 23: NHS Leeds West CCG… · 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

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:

Page 24: NHS Leeds West CCG… · 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

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.

Page 25: NHS Leeds West CCG… · 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

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:

Page 26: NHS Leeds West CCG… · 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

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.

Page 27: NHS Leeds West CCG… · 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

3. Twitter the basics

K. You’ve now managed to set up an account. So let’s look at the homepage…

Twitter navigation

Page 28: NHS Leeds West CCG… · 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

3. Twitter the basics

L. So now the other screens, here is the notifications screen

Twitter navigation

Page 29: NHS Leeds West CCG… · 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

3. Twitter the basics

M. And now the messages screen:

Twitter navigation

Page 30: NHS Leeds West CCG… · 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

3. Twitter the basics

Purpose of direct messaging…

Twitter navigation

Page 31: NHS Leeds West CCG… · 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

3. Twitter the basics

When direct messages

go public…

Twitter navigation

Page 32: NHS Leeds West CCG… · 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

3. Twitter the basics

N. Now your profile page

Twitter navigation

Page 33: NHS Leeds West CCG… · 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

3. Twitter the basics

O. Finally your profile page…

Twitter navigation

Page 34: NHS Leeds West CCG… · 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

3. Twitter the basics Updating your twitter profile

You can update your twitter biography, picture and cover photo

Page 35: NHS Leeds West CCG… · 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

3. Twitter the basics Updating your twitter settings

You can update your twitter handle, privacy and find people you know in the settings menu.

Page 36: NHS Leeds West CCG… · 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

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:

Page 37: NHS Leeds West CCG… · 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

3. Twitter the basics

Sending a tweet

You can also add photos / videos to a tweet, add a location and even add a poll

Page 38: NHS Leeds West CCG… · 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

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.

Page 39: NHS Leeds West CCG… · 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

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.

Page 40: NHS Leeds West CCG… · 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
Page 41: NHS Leeds West CCG… · 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

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?

Page 42: NHS Leeds West CCG… · 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

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.

Page 43: NHS Leeds West CCG… · 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

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

Page 44: NHS Leeds West CCG… · 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

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

Page 45: NHS Leeds West CCG… · 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

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…

Page 46: NHS Leeds West CCG… · 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

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

Page 47: NHS Leeds West CCG… · 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

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:

Page 48: NHS Leeds West CCG… · 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

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

Page 49: NHS Leeds West CCG… · 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

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…

Page 50: NHS Leeds West CCG… · 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

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.

Page 51: NHS Leeds West CCG… · 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

Quiz time…

140

or

How many characters are you allowed in a

tweet?

160

Page 52: NHS Leeds West CCG… · 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

Quiz time…

A fail

whale

or

What would you see if you visited the Twitter

site while the service was down?

A fail

quail

Page 53: NHS Leeds West CCG… · 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

Quiz time…

or

Who has the most twitter followers (as of 1

December 2015)?

Page 54: NHS Leeds West CCG… · 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

Quiz time…

Over there

or

What does OT stand for?

Off topic

Page 55: NHS Leeds West CCG… · 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

Quiz time…

or

What symbol means that an account has been

verified?

Page 56: NHS Leeds West CCG… · 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

Questions

Page 57: NHS Leeds West CCG… · 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

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.

Page 58: NHS Leeds West CCG… · 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

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.