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Rob Benson outlines how social media and other digital tools can support the UK healthcare commissioning process.
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Healthcare commissioning and social mediaRob Benson
NHS Birmingham East and [email protected]
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