#nhssmWeds, 8-9pm

Using social media to inform patients as the NHS reforms take root

Wednesday 24 October

@a_double_tt

@nhssm, Weds, 8-9pm #nhssm

#nhssmWeds, 8-9pm

2009-2010

2010-2011

2011-2012

#nhssm

#nhssmWeds, 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.

#nhssmWeds, 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

• Public health joins social care in Local Government.

#nhssmWeds, 8-9pm

NHS reforms

#nhssmWeds, 8-9pm

#nhssmWeds, 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.

#nhssmWeds, 8-9pm

Policy rhetoric

Pathos (the emotion):

– Many a patient story. Anne Cooper @anniecoops.

Michael Seres @mjseres and #dementiachallengers

– Death closer to home

– Support for carers– Patients with long term conditions treated in their

community

– Lives saved – London stroke and trauma networks.

#nhssmWeds, 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).

#nhssmWeds, 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.

#nhssmWeds, 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.

#nhssmWeds, 8-9pm

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 FirstE. 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.”

#nhssmWeds, 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.

#nhssmWeds, 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.

#nhssmWeds, 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 patient information across multiple organisations

– PALS and complaints yet to be given a home.

#nhssmWeds, 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.

#nhssmWeds, 8-9pm

Practicalities of patient information on social

mediaIn general

• Confidentiality considerations

• Resource

• Professional development

• Channel culture

• Vocabulary, tone and timing

• Feedback chain of response

• Need for a central information source – NHS Choices.

#nhssmWeds, 8-9pm

Practicalities of patient information on social

mediaFor 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.

#nhssmWeds, 8-9pm

Practicalities of patient information on social

mediaFor 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.

#nhssmWeds, 8-9pm

Practicalities of patient information on social

mediaFor trusts

• Marketing

• Service improvement

• Part of an informal network of knowledge

• Formal networks with local health organisations

• Staff involvement.

#nhssmWeds, 8-9pm

Practicalities of patient information on social

mediaFor 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.

#nhssmWeds, 8-9pm

Practicalities of patient information on social

mediaFor 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.

#nhssmWeds, 8-9pm

Questions?Comments?

Suggestions?