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The power of a tweet chat for health and care improvement

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The power of a tweet chat for health and care improvement

  1. 1. The power of a tweet chat for health and care improvement Hugh McCaughey Helen Bevan Leigh Kendall NHS England and NHS Improvement International Forum on Quality and Safety in Healthcare, 11 June 2021 #Quality2021 @HelenBevanTweet @LeighAKendall @HughMcCaughey @HorizonsNHS
  2. 2. Hugh McCaughey National Director for Improvement, England @HughMcCaughey Helen Bevan, Chief Transformation Officer, NHS Horizons, England @HelenBevantweet Leigh Kendall, Programme Lead (Social Influence), NHS Horizons, England @LeighAKendall Our team for this session #Quality2021 @HelenBevantweet @LeighAKendall @HughMcCaughey @HorizonsNHS Plus the @HorizonsNHS team will be running a live tweet chat for us!
  3. 3. What we’re going to do in the session • What’s a tweet chat – and why do them? • Why informal networks and connections matter • Overview of the #Improve4Patients tweet chats • Let’s join the tweet chat! #Quality2021 @HelenBevantweet @LeighAKendall @HughMcCaughey @HorizonsNHS
  4. 4. Don’t underestimate the power and potential of Twitter With 400 million active users, Twitter is one of the world’s most popular social networks Twitter users are also super engaged—46% of them use the platform every day Many people in health and care use Twitter as their major source of information and connection Service users and patients trust social media; people living with long term conditions and with cancer are some of the most engaged and active audiences on Twitter Tweet chats can be one of the most effective ways to harness the power of social media for health and care improvement #Quality2021 @HelenBevantweet @LeighAKendall @HughMcCaughey @HorizonsNHS
  5. 5. Nurses on the Nursing and Midwifery Board at Nottingham University Hospital did a survey. They found that ‘Twitter enabled’ nurses were almost twice as likely to recall successes and information from organisational leaders than those who were not on Twitter. Source: Rebecca Barrett @RebeccaBNurse Don’t underestimate the power and potential of Twitter Our data shows that people in our workforce have ten times more connections than corporate social accounts: they are the voice and credibility of our organisations #Quality2021 @HelenBevantweet @LeighAKendall @HughMcCaughey @HorizonsNHS
  6. 6. What is a tweet chat? • A specified time, usually an hour, when people come together to have a conversation on Twitter • You choose a topic and a hashtag that everyone can follow • You identify some key questions that will create a good discussion • You get someone to be the moderator who will post the questions and oversee the tweet chat • You encourage lots of people to take part and promote the tweet chat: use the 3% rule #Quality2021 @HelenBevantweet @LeighAKendall @HughMcCaughey @HorizonsNHS
  7. 7. As an example, we will shortly run a live tweet chat as part of this session
  8. 8. Use the 3% rule of Twitter influence to help get participants Source: research by Graham MacKenzie using NodeXL In health and healthcare globally, tweets by 3.3% of tweeters accounted for 85% of retweets #Quality2021 @HelenBevantweet @LeighAKendall @HughMcCaughey @HorizonsNHS
  9. 9. The superconnectors become even more important at times of ambiguity and uncertainty, such as a pandemic @davemorgan_NEAS @trishgreenhalgh @doctor_oxford If you can get people who are 3% “superconnectors” to support your tweet chat, you will reach a very big audience #Quality2021 @HelenBevantweet @LeighAKendall @HughMcCaughey @HorizonsNHS
  10. 10. #Quality2021
  11. 11. Recent research by Warwick Business School showed that the level of social connections was the key factor in performance differences in NHS organisations in a large scale improvement initiative Source: Nicola Burgess, Warwick Business School, evaluation of the partnership between the NHS and Virginia Mason Institute #Quality2021 @HelenBevantweet @LeighAKendall @HughMcCaughey @HorizonsNHS
  12. 12. #Improve4Patients tweet chats Three tweet chats to understand the improvement work going on across England. Hundreds of people working in improvement across health and care in England sent thousands of tweets to let Hugh know about the improvement work they were doing, and their ideas for the future. An effective tool to quickly get an overview of improvement across health and care in England, as well as make connections with the people working to make things happen. #Quality2021 @HelenBevantweet @LeighAKendall @HughMcCaughey @HorizonsNHS
  13. 13. Aims of the #Improve4Patients tweet chats  At least 500 people participating over the course of the three tweet chats  A personal engagement rate for Hugh of at least 1.6% (which is ‘super-connector’ level)  Hugh to gain 500 more followers on Twitter during the period of the tweet chats  A reach of more than a million (reach is the number of unique accounts who saw content generated through the tweet chats)  More than 100 ideas/suggestions harvested as a result of the tweet chats Outcomes of the #Improve4Patients tweet chats • There were 1,867 participants across the three tweet chats • Hugh achieved a 1.7% engagement rate – ‘super connector’ level! • Hugh gained 513 new Twitter followers (4738 to 5251) • 4.9 million reach across the three tweet chats • 3,768 tweets were sent during the three tweet chats. Well in excess of 100 ideas and suggestions were harvested, as well as hundreds of useful insights #Quality2021 @HelenBevantweet @LeighAKendall @HughMcCaughey @HorizonsNHS
  14. 14. This data from NODEXL, shows how the tweet chats connected up people from different communities who don’t normally talk to each other We call this “breaking out from the echo chambers” #Quality2021 @HelenBevantweet @LeighAKendall @HughMcCaughey @HorizonsNHS
  15. 15. Let’s join in the tweet chat! #Quality2021
  16. 16. What happened during the tweet chat? #Quality2021 @HelenBevantweet @LeighAKendall @HughMcCaughey @HorizonsNHS

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