Healthcare commissioning and social mediaRob Benson

NHS Birmingham East and NorthRob.benson@benpct.nhs.uk

0781 509 8560

@elbunglio

About

Worked in NHS for three years Academia and private sector before in

online management roles Believe that online should come first. It is:

Great value for money (£230 for ambulance visit; 0.05p for website visit)

More inclusive/accessible A great place to collaborate

Needs to support business processes

NHS BEN experience

Asked forgiveness not permission Featured comments, Twitter, Facebook,

YouTube and Flickr Highlighted access issues at health centres-

free PR; social marketing campaign support Chief exec on Twitter; Chief operating

officer using podcasts Now part of Cluster approach – used as PR

tool due to resource pressures Conversations going on elsewhere

Charles House experience

Potential victim of Local Authority cuts Being done at same time as needs analysis

around autism… …which is likely to identify need for the

respite care that Charles House provides Q: How can such hyperlocal sites etc fit into

the commissioning cycle? A: Make it part of the engagement cycle

Engagement and the commissioning cycle

Social media can help

Health needs and aspirations Find out what people are saying/doing/thinking

Priority setting Discussions, voting and rating

Service design Collaborate on specification and outcomes

Service performance review Comments and feedback

Social media can be used throughout this essential business process

Need to show people what it can do

EG: CCG engagement tool

Intranet as internal network: Webinars, videoconferencing, microblogging, diary coordination

Extranet as decision-making network: People/support groups involved in service redesign; CRM

Internet as extended community: Integrate Practice Participation Groups; involve local population

Benefits Lower cost engagement with more involved Meets immediate needs and should delivers value Fulfils engagement aspects around authorisation Works towards meaningful channel shift

Getting there

Useful stuff Get free maps – OpenStreetMap Try a wiki on a live strategy – mediawiki, Twiki, Google Docs Schedule meetings – doodle.com, meetomatic Free websites – Wordpress, Joomla, Drupal (open source)

Get buy-in Share the conversation – Storify, Google Alerts and Mailchimp Leaders on Twitter - @muirgray, @paul_corrigan, @roylilley, MPs Report on feedback – NHS Choices, Patient Opinion

Take it to the next level Listen and learn – hyperlocal blogs, data mining, socmed surgeries Create your own community – glasscubes, Ning, Google Plus Set priorities/budgets – Ideascale/CitizenSpace Measures – New knowledge (R&D), different services, campaign metrics

Thanks

Rob Benson

NHS Birmingham East and NorthRob.benson@benpct.nhs.uk

0781 509 8560

@elbunglio