Here’s this week’s summary all packed up in a Storify for you all. It is longer than normal, but we promise it is worth the time and reading effort.
[View the story “Chat summary: How can social media help implement the recommendations of the #Francis Report?” on Storify]
Chat summary: How can social media help implement the recommendations of the #Francis Report?
This week’s chat summary was live Storify’d by Alex. Here’s how it went (apologies for the length of the ‘summary’, it were busy).Read. Enjoy. Share.
Storified by Alex Talbott· Thu, Feb 14 2013 03:49:44
#nhssm in an hour – how can social media help implement recommendations of the #Francis report http://nhssm.org.uk/this-weeks-nhssm-how-can-social-media-help-implement-the-recommendation-of-the-francis-report/ different formatSocial Media in NHS
The 4 questions during the chat were:
1. How can hospital and patient websites deliver online transparency in dealing with patient experience?
2. How can social media be used to support the creation of an open, supportive organisational culture?
3. Does social media encourage NHS leaders to be more transparent?
4. How can social media encourage staff, patient and public involvement in the scrutiny of the NHS?
Good links shared:
Can’t join chat but re-posting this as key. "Seeking patient feedback in the NHS Top tips http://bit.ly/Za5El4 @GdnHealthcare" #nhssm #NhssmBen King
In response to Q would #Francis happen today? A thoughtful post about influence of the internet @brokenbottleboy http://bit.ly/PtqnfC #nhssmShirley Ayres
@manickmanda yes but default position is their way & their process. I blogged about this recently https://www.patientopinion.org.uk/blog/post/2013/02/11/will-the-nhs-ever-believe-the-online-customer-is-always-right.aspx #nhssmBen Pathe
412,836 Impressions / 241 Tweets / 46 Participants / 241 Avg Tweets per hr / 5 Avg Tweets per participant
Here we go…
Welcome to all tonight – new and old, active chatters and lurkers! We’ve got four questions based around #francis & #SoMe. #nhssmGemma Finnegan
@nhssm Eeek. Feels like I’m sitting an exam with answer in just 140 chars :/ #nhssmAmanda
Q1: How can hospital and patient websites deliver online transparency in dealing with patient experience? #nhssmSocial Media in NHS
A1: the start should be publishing all complaints and the answers to them on the website. Easy but big change in culture #nhssmAlex Talbott
118: "a summary of each upheld complaint relating to patient care…and Trust response should be published on its website.” #nhssmGemma Finnegan
36: "coordinated collection of accurate performance information must be available toproviders, commissioners, regulators & public" #nhssmDavid Foord
@DGFoord And 143- Clear metrics on quality. As a patient, I would expect to see this but as provider not sure we do. #nhssmAmanda
There are options out there already:
I also don’t think trusts need to reinvent the wheel – @patientopinion works and is independent of Trusts – should be promoted #nhssmGemma Finnegan
and no I haven’t receive any forms of monetary bribe #nhssmGemma Finnegan
@MarCommsKenny @nhssm the transparency @patientopinion offers is part of the solution here. Patient Confidentiality is an issue tho #nhssmBen Pathe
See we’re balanced.
But what about the positive stuff we all get up to?
@Gemma_Finnegan Should it just be complaints though? What about the many, many letters of thanks and praise? #justthinking #nhssmAmanda
Hi #nhssm A1 I think both complaints and complements should be posted.Perryn Carroll, RD
@manickmanda @Gemma_Finnegan praise is good, I’m tempted to think that when we do things right isn’t that what we are supposed to do? #nhssmTom Bell
@TominCumbria Interesting, what kind of culture will we create if we only focus on the negative? For patients and staff? #nhssmAmanda
Great example of transparent feedback that allows hospitals to highlight the good, the bad and the… http://www.circlepartnership.co.uk/locations/bath/patient-reviews #nhssmTom Bell
Q2: How can social media be used to support the creation of an open, supportive organisational culture? #nhssmSocial Media in NHS
@Gemma_Finnegan that’s the crux of the matter. How to extend good online transparency practices to others #nhssmBen Pathe
Culture is often tweeted about, I feel that tweeters are probably the converted to the openness of #SoMe – how to convert the masses? #nhssmGemma Finnegan
@nhssm #nhssm Ensure that it is allowed to be evolved rather than imposed or *created*Mandy Hall
@nhssm Create supportive opportunities for active social media use by staff, including wifi. Policies need to encourage more use #nhssmDavid Foord
Q2. From discussions on #mhnursechat it seems we need to encourage and support staff that may want to use SoMe – but fearful #nhssmLes Manley
@manickmanda you’ve hit upon one of the critical issues of #Francis report – trust – Bosses need to understand #SoMe can help rebuild #nhssmGemma Finnegan
We need to make it clear and easy too (for both staff and patients)…
#nhssm the complex structure of the NHS can make it difficult for patients to know which Trust’s are relevant to themPennine Care NHS FT
@gmpolice has done a fantastic job of applying social media, NHS still has a way to go to educate, train and ultimately trust staff #nhssmPennine Care NHS FT
Some leading lights do exist…
@manickmanda @patientopinion all about the culture of the organisation. V much executive led. Need more like @drmarknewbold #nhssmBen Pathe
See more on @DGFoord’s NHS CEOs list: https://twitter.com/DGFoord/nhs-ceos
But leaders are always where you expect to find them:
@manickmanda True. SoMe leaders may not be in leadership positions, but shld be engaged as champions by orgs #nhssmDavid Foord
Q3. Does social media encourage NHS leaders to be more transparent? #nhssmSocial Media in NHS
The chat was moving fast!
@BenP1972 No argument from me there…wot, Q3 already? #nhssmLes Manley
@nhssm Which is cause & which the effect, i.e. do more open leaders engage with SoMe or does SoMe make leaders more open? #nhssmDavid Foord
@Gemma_Finnegan @nhssm …should it do so anymore than existing press channels…and if so why? #nhssmTom Bell
@manickmanda should potential leaders have a #SoMe litmus test? #devilsadvocate #nhssmGemma Finnegan
@Gemma_Finnegan Think they may need support before testing #nhssmAmanda
@TominCumbria I think trad & digital media are v different – throw in social aspect and #SoMe means you have 2 be human & accessible #nhssmGemma Finnegan
Social media can also add unplanned immediacy to any answer; instead of structured and heavily edited lines.
Where does all this responsibility lie?
So who in an organisation should take ‘control’ of SoMe? Engagement with SoMe can’t just be from ‘top down’ but needs to be all staff #nhssmSimon Mahoney
@Pilgrim6 it should involve all at every level. At least those who want to. Equally, those who are unsure should have support. #nhssmGemma Finnegan
It’s true #socmed needs to be delivered by all but orgs duty of care to educate staff on risky socmed behaviour. #Comms has big role #nhssmKenny
Random thought from Alex: could the use of social media by members of a board stop a mid staffs culture ever starting again?
Back to the programme…
@AgencyNurse Notice that pt 43 of Francis asks regulators to monitor media. Wonder whether that includes SoMe? #nhssmAmanda
A little experience from the police:
@manickmanda isn’t #SoMe another way for them to talk with patients and staff? @PennineCareNHS #nhssmGemma Finnegan
@Gemma_Finnegan yes, but with big agendas and limited time, do you go to one of your wards or Twitter, @patientopinion etc? #nhssmAmanda
@manickmanda @Gemma_Finnegan @patientopinion trust me you can do both – pcs patrol and tweet just like taking a phone call #nhssmAmanda Coleman
Phew, onto question 4:
Q4: How can social media encourage staff, patient and public involvement in the scrutiny of the NHS? #nhssmSocial Media in NHS
There are plenty of opportunities for the public to engage with health managers over consultations, decisions, etc. FOI in real-time? #nhssmLes Manley
There was a side discussion about how social media monitoring could be used to pick out trends (+ve/-ve)
@AgencyNurse @clarkmike More possible the bigger you get. Is there a role for a national feedback service here a la @tkelsey1 ? #nhssmDavid Foord
The statistics are yet to be proven to be able to spot outliers from social media samples. The NHS Commissioning Board is looking into this though
@DGFoord Definitely role for national service area in digital I think. #nhssmAmanda
@DGFoord @clarkmike we are lucky live in an age where we the ability to "listen" into so many conversations – we need to use it #nhssmAgencyNurse
@MandyHall64 @starryblackness @pilgrim6 it’s not just pr for prs sake. It’s closing loop on public feedback & showing u listen & act #nhssmBen Pathe
@nhssm #nhssm not only can SoMe encourage, but how can we encourage people (inc. staff) to use SoMe? Loss of value if nobody using it!Simon Mahoney
And social media needs to be just one tool in the toolbox, not the only one!
@clarkmike @dgfoord @tkelsey1 can’t be used as a sole indicator, would have to be used in conjunction with other indicators #nhssmAgencyNurse
@Pilgrim6 We need to move through data, information & intelligence to insight. This takes a number of inputs, not just Social Media #nhssmDavid Foord
Social media is now a key platform for sharing #care experiences, campaiging for policy change & influencing decision makers #nhssmPatients Association
Then we were done. Amazespheres apparently. Busy chat. Thanks all
Signing off now folks – thanks for all your contributions and thoughts – as Stephen Fry tweeted earlier – amazespheres! #nhssmGemma Finnegan
#nhssm Healthcare Social Media AnalyticsTop Influencers Analytics and Stats for #nhssm from time period Wednesday 13th February 12:00 PM to Wednesday 13th February 01:00 PM (Pac…
Storified by Alex Talbott· Thu, Feb 14 2013 03:49:44
Posted in Chat summary
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