nhs leeds west ccg patient leader programme training: social media: practical session - setting up a...

NHS Leeds West CCGPatient Leader Programme

Training: Social Media: Practical session - setting up a Twitter account

Sept 2015V1.1

Housekeeping

• Introductions• Timing of session• Breaks• Toilets• Fire alarm

Groundrules

• Stick to the agenda• Be honest• Be open to new ideas• Listen to others• Respect confidentiality• Don’t judge• Enjoy

Aims and objectives of the sessionAim‘To give patient leaders the skills to set up and interact using social

media

Objectives• Outline the role of patient leaders• Explore the use of social media in healthcare and people’s

confidence in using a popular social media platform• Provide an opportunity to set up a social media account• Provide an opportunity to use the account to interact with other

social media users and organisations• Outline good practice and explore ways to increase engagement

with other users and organisations• Explore ways patient leaders can use social media to champion

the voice of the wider community.

Outcomes

By the end of the session participants will: Understand the patient leader’s role Explain how social media can be used in their role Be able to set up a social media account Understand the function of twitter and how to interact

with it Be able to describe best practice and ways to increase

engagement Be able to explore how patient leaders use social media

to champion the voice of the wider community.

Agenda

1. An introduction to patient leaders2. An introduction to social media3. Twitter – the basics4. Using Twitter as a tool of engagement5. Using social media as a patient leader6. Questions and answers7. Summary

1. An introduction to patient leadersInvolvement in Leeds

Places to get involved in healthcare

1. An introduction to patient leadersInvolvement in Leeds

Ways to get involved in healthcare in Leeds

As an individual

• Friends and family test• Filling in surveys about service change• Filling in surveys about your GP

practice• Patient Opinion/NHS Choices

(Complaints or compliments)• Attending focus groups• Patient Reference Groups (PRG)?• Co-production

As a ‘patient leader’

• Patient Reference Groups (PRG)?• Patient Assurance Groups (PAG)• ‘Patient leader’ on a steering group• Co-production

1. An introduction to patient leadersWhy patient leaders?

• Lots of evidence about the value in involving patients

• It’s a statutory duty to involve patients

• We’re not very good at involving patients in procurement and monitoring

• We don’t have consistent involvement

There has to be a better way!

1. An introduction to patient leadersThe value of patient leaders

‘Internationally, PPE is increasingly seen to enhance all healthcare, by being a marker of

services that are oriented, planned and delivered towards patient interests. The involvement of

patients provides a different perspective from that of clinicians.’

Patient and Public Engagement (PPE)PPE in Clinical Audit 2009

Healthcare Quality Improvement Partnership

http://www.hqip.org.uk/assets/PPE/HQIP-A-guide-to-developing-a-patient-panel-for-clinical-audit-Feb-2014.pdf

1. An introduction to patient leadersWhat is a patient leader?

‘Patient leaders are patients, service users and carers who work with, and for others

to influence decision-making at a strategic level - this is shared decision making at a

collective and strategic level..’

Centre for Patient Leadership

http://centreforpatientleadership.com/wp-content/uploads/2013/04/Bring-it-on-40-ways-to-support-Patient-Leadership-FINAL-V-APRIL-2013.pdf

1. An introduction to patient leaders What is their role?

Patient leaders

Patients, carers and the public

Commissioners and providers

1. An introduction to patient leadersWhat is their role?

It isn’t to:• Promote a personal campaign• Criticise existing services/processes

It is to:• Contribute to improving services• Ensure that we consider feedback from patients• Be open-minded• Reflect the health needs of the whole population• Share the responsibility for difficult decisions• Focus on improving patient experience• Support the engagement

1. An introduction to patient leadersHow do we support them?

By providing access to:• engagement reports• patient experience data• patient reader group• training• peer support• the comms and engagement team• ‘Engaging Voices’• social media

1. An introduction to patient leadersWho are patient leaders?

• Patients, carers and members of the public• People interested in improving services• People from our patient network• People involved in our engagements• People from the VCF sector• People from Healthwatch• People from all the CCGs• People from PRGs

• Different people• Objective people

2. An introduction to social media

Social Media is any online communications tool where individuals can gather and share

information, photos, videos, opinions and other forms of media with each

other

2. An introduction to social media

Groupwork - tell us in your own words:

• Do you use social media / what for?• Does anything scare you about using it

personally or professionally?• Have you ever come across positive

use of social media?

2. An introduction to social media

2. An introduction to social media

2. An introduction to social media

Which social media platforms do the CCGs use?• Facebook• Twitter • YouTube• Blogs• Scribble Live

2. Twitter – using it as a toolDemystifying Twitter symbols and acronyms

• A quick quiz, using the laminated symbols in front of you…

• What symbol can be used to follow a trend?

• What symbol can be used to tweet someone?

• What symbol represents a retweet button?

3. Twitter the basics

Before we start we’ll need to open up the internet browser.

We recommend you use Google Chrome but you can use internet explorer if you’re more comfortable.

Setting up a Twitter account:

3. Twitter the basics

A. Visit www.twitter.com

B. In the new to Twitter? box, enter your name and the email address you want to associate your account with. Select a password and click ‘Sign up for Twitter’.

C. A verification email will be sent and you’ll need to login to your email account to verify. This can be done later.

Setting up a Twitter account:

D. Next, you’ll be asked to confirm details are correct. You’ll then be asked to enter your phone number, this is optional and you can skip this step.

3. Twitter the basics

E. You’ll now be asked to select a User Name e.g. NHS_MWallace. Your user name will be used for all interactions on Twitter. Click on the “Create account” tab. The username can be changed at a later date. Once you’ve selected a name click let’s go.

F. You’ll be asked to select what you’re interested in. Select all that apply or untick all and press continue.

G. The next step is who to follow, these are suggestions but I’d recommend you select at least one person to follow. You can add more later.

Setting up a Twitter account:

3. Twitter the basics

H. Here you can upload a photo but you may want to do this at a later date

I. Find people you know uses your email accounts to find people you know. Don’t worry you are able to skip this step if you wish.

Setting up a Twitter account:

J. Another step where it suggests people to follow. You can select the ones you wish to follow but if you don’t want to follow any just untick all box and press continue.

3. Twitter the basics

K. You’ve now managed to set up an account. So let’s look at the homepage…

Twitter navigation

3. Twitter the basics

L. So now the other screens, here is the notifications screen

Twitter navigation

3. Twitter the basics

M. And now the messages screen:

Twitter navigation

3. Twitter the basics

Purpose of direct messaging…

Twitter navigation

3. Twitter the basics

When direct messages go public…

Twitter navigation

3. Twitter the basics

N. Now your profile page

Twitter navigation

3. Twitter the basics

O. Finally your profile page…

Twitter navigation

3. Twitter the basicsUpdating your twitter profile

You can update your twitter biography, picture and cover photo

3. Twitter the basicsUpdating your twitter settings

You can update your twitter handle, privacy and find people you know in the settings menu.

3. Twitter the basics

There’s two ways you can tweet.

Sending a tweet

One way is to use the box ‘What’s happening?’ on the home page:

The other is to use the compose button in the top right hand corner:

3. Twitter the basicsSending a tweet

You can also add photos / videos to a tweet, add a location and even add a poll

3. Twitter the basicsDeleting a tweet

Find the tweet you want to delete. Click the … icon along the bottom of the tweet. This brings up more options for the tweet and the delete button is at the bottom.

3. Twitter the basicsResponding to a tweet

1. You can reply

2. You can retweet it

3. You can ‘like’ it. You can view all the messages you’ve liked on your profile page.

4. Twitter – a recap

Now you’ve had your coffee and tea here’s a quick test to see how much you remember…

Can you…

• Find the homepage?

• Change your biography?

• Find out what’s trending?

4. Twitter – using it as a toolWriting activity

• You can write about anything you like on twitter, but for this exercise take at the Activity document in the media file.

• Have you managed to do it without editing?

• Twitter will only allow tweets 140 characters long so you must keep it short and simple to be able to post.

• Now try to tweet your summary on twitter. Ask your neighbour for their username and share it with them.

4. Twitter – using it as a tool

Direct messaging

• You can start a private conversation or create a group conversation

• Anyone in a conversation can send Direct Messages to the group. Everyone in a group can see all messages, even if everyone doesn’t follow each other.

• In group conversations, anyone in the conversation can add other participants. Newly added participants won’t see the prior history of the conversation.

• Some accounts, particularly businesses on Twitter, have enabled a setting to receive Direct Messages from anyone. You can send a Direct Message to these users even if they don’t follow you.

Public

• Everyone can see your tweet and retweet or respond to it

• People have been caught out when they thought they were sending a private tweet

Direct messaging versus public messaging

4. Twitter – using it as a toolDemystifying Twitter symbols and acronyms

• Following on from the previous quiz you’ll hopefully understand more of the symbols used.

• What about the acronyms? Can you guess these?

• FF• PRT• MT• TT

4. Twitter – using it as a toolAvoid drowning in a see of tweets

• Each follower can be put into lists

• Lists allow you to ‘bunch’ together a group of similar accounts. This way you can view tweets only from a certain list rather than all your followers…

4. Twitter – using it as a toolIncreasing reach

• There are two simple ways to improve the engagement and reach of a tweet

• Photos average a 35% boost in retweets

• Videos get a 28% boost

4. Twitter – using it as a toolWhat do we mean by increasing reach

• When we increase engagement such as getting more retweets it has a chance to go viral:

5. Best practice - Some top tips

Do:

• Be ‘human’• Be light-hearted sometimes• Keep it simple • Know what you like• Know when to pull out of a ‘conversation’ • Be open and honest • Respond quickly • Network• Look for opportunities• Think about your audience

5. Best practice - Some top tips

Don’t:

• Don’t be shy• Don’t forget messages can end up public• Don’t just auto-retweet all the time• Don’t use too many #hashtags• Don’t send a tweet that you can’t summarise

over a maximum of two tweets• And most importantly…

5. Best practice – The golden rule

If you are not prepared to say it in a room full of people do not say it on a social networking site.

Quiz time…

140

or

How many characters are you allowed in a tweet?

160

Quiz time…

A fail whale

or

What would you see if you visited the Twitter site while the service was down?

A fail quail

Quiz time…

or

Who has the most twitter followers (as of 1 December 2015)?

Quiz time…

Over there

or

What does OT stand for?

Off topic

Quiz time…

or

What symbol means that an account has been verified?

Questions

Session review

• Patient leaders champion the voice of the wider community

• Social Media is any online communications tool• You are now able to use Twitter to interact with

other people• Interaction isn’t just about direct messaging• The social media golden rule is ‘If you are not

prepared to say it in a room full of people do not say it on a social networking site’

• As a patient leader you might like to consider how you and/or the groups you work in can use social media to share information and gather feedback from patients.

Evaluation and close

Please take five minutes to fill in our online evaluation of the session. You can find the survey here: link

Please be honest so that we can improve the session.