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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

#nhssm Weds, 8-9pm


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/.

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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 refor ms • £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 refor ms

#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.

#nhssm Weds, 8-9pm


Five strands of work in the patient and information directorate

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.”


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 oppor tunities and r isks 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 oppor tunities and r isks 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?

#nhssm Weds, 8-9pm


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