A 40 min look at the NHS reforms and how they are likely to impact on patient information across digital channels and organisations. Opportunities and risks are considered across the healthcare sector and the practicalities of a digital presence are considered for CCGs, CSUs, trusts, private sector providers and charities.

1. Wednesday 24 October
Using social media to inform
patients as the NHS reforms
take root
@a_double_tt
@nhssm, Weds, 8-9pm #nhssm
#nhssm
Weds, 8-9pm

2. 2009-2010
2010-2011
2011-2012
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#nhssm
Weds, 8-9pm

3. 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

4. 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.
#nhssm
Weds, 8-9pm

5. NHS reforms
#nhssm
Weds, 8-9pm

6. #nhssm
Weds, 8-9pm

7. 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

8. 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.
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Weds, 8-9pm

9. 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

10. 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

11. 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

12. 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
“To improve outcomes and
“Turning the NHS into a improve efficiency NHS England
social movement and must make best use of digital
creating the conditions channels to offer patients more
for an equal, balanced convenience, choice and
and reciprocal control.”
relationship between
citizens and the NHS.”
#nhssm
Weds, 8-9pm

13. 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

14. 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
.
#nhssm
Weds, 8-9pm

15. 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.
#nhssm
Weds, 8-9pm

16. 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

17. Practicalities of patient
information 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

18. Practicalities of patient
information 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

19. Practicalities of patient
information 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

20. Practicalities of patient
information 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

21. Practicalities of patient
information 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

22. Practicalities of patient
information 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

23. Questions?
Comments?
Suggestions?
#nhssm
Weds, 8-9pm