the power of smile!

The power of SMILE

Joe McCrea - Managing Director, J B McCrea Ltd

Presentation to the Public Involvement Forum at the Kings Fund - 24th June 2014

@joemccrea1966

Transforming involvement through social media and mobile

The power of SMILEThe power of SMILEThe power of SMILEThe power of SMILEThe power of SMILESocial Media Improvement

Listening Engagement

The need for Integration

Cluedo

324 possible permutations

Social Media Capability

AssessmentChannels and Communities

• it’s all about following and being followed

•engagement and involvement brings rewards, recognition and response

• It can put together the pieces, so tell it small, tell it often and listen often

Channels and Communities

Cluedo

Assessment

Instant/Immediate Permanent/Long Term

Pictures

Videos

Channels and Communities

Horses for Courses

Assessment

The need for FocusChannels and Communities

Assessment

Content

The challenge of AttentionSocial Media Capability

Assessment

It’s all about the NEW 3 Rs

X •Recent•Relevant•RewardingX

Content

The challenge of AttentionSocial Media Capability

Assessment

Leadership and Policy

The challenge of EngagementSocial Media Capability

Assessment

Tameside Hospital NHS Foundation Trust

What did the Keogh report say?

“The Panel did not see clear evidence that the Board is listening to patients and families to improve the quality of patients’ experience” “This is essential to

set a cultural tone for staff...and provide development to ensure staff are sensitive to patients’ needs and learn from complaints”

Tameside Listens

“Immediate focus is needed on the following issues...”

“Develop a patient and public engagement strategy in collaboration with stakeholders, including patients and staff”

Tameside Listens

So success would be if the Board…

Demonstrated it had listened

Demonstrated evidence was linked to improvement and quality

Demonstrated involvement of stakeholders, patients and staff

Demonstrated evidence of being sensitive to patient needs

Tameside Listens

So how did we go about it?

The biggest listening exercise in the Trust’s historyAnnounced on 1st August 2013 as part of the Trust’s response to KeoghA 6-month listening exercise using the widest possible range of channels, tools and processes

Tameside Listens

Embraced Social Media

e:mail tamesidelistens@tgh.nhs.uk

Follow us on Twitter #TamesideListens

Like us on Facebook www.facebook.com/tamesidelistens

Watch us on YouTube www.youtube.com/TamesideListens

Subscribe to our Podcast http://www.tamesidehospital.podbean.com or

Phone us on 0161 922 4032

BUT we didn’t

forget the traditional

means!

Tameside Listens

Four new listening channels

Meridian Questionnaire

Survey Monkey survey

Android App

iPhone App

Tameside Listens

What did we ask?Sought feedback and ideas on 8 themes

Didn’t ask

‘What do you think?”

but open-ended

“How can we do better?”

Over 500 responses

Tameside Listens

Almost 1 in 3 contained praise

Almost 1 in 5 was praise alone

“People will simply moan or post abuse”?

Tameside Listens

Suggested action

No suggested action

0 80 160 240 320 400

78% contained a suggested action

Tameside Listens

Future Improvement Plan Current Im-

provement Plan Already in placeConsidered for

immediate action Agreed for imme-diate action

24% 22%

11% 9%

The Trust’s response? Only 4 suggested

actions were

rejected 54% suggested

actions were new

to the Trust

Tameside Listens

So what did it tell the Board?

When asked for their suggestions through an exercise like Tameside Listens, the vast majority of responses are sensible and acceptable to the TrustMany of patients’ most important concerns are already being addressed by the Trust but hadn’t been communicated adequatelyMore than half of suggestions that have been obtained through the Tameside Listens exercise did not currently feature in the Trust’s plans, but would be candidates for future Improvement Plans or Immediate Action

This proved its worth and value to the Trust and demonstrated the importance of mainstreaming the activity into the Trust’s core communications and engagement functions.

Future Im-

provement Plan

Current Im-

prove-ment Plan

Already in place Consid-

ered for imme-diate action

Agreed for im-

mediate action

24% 22%

11% 9%

Tameside Listens

A fundamental change of direction

I don’t want to go to you…I want you to come to me…

AssessmentLeadership and Policy

The need for Trust and Personalisation

AssessmentLeadership and Policy

I trust my mobile…

Broadcaster vs Communitarian

• See social media as simply another comms channel to continue traditional habit of announcing things or speaking at people

• See role as engaging, listening, responding, supporting and participating in communities of individuals and organisations

Broadcasters Communitarians

Social Media Capability Assessment

Leadership and Policy

Social Media Just in case you still

doubt…

Where it was in April 2013

Where it is now

Follow us on Twitter: 86 million Twitter Impressions - 7,341

followers

Like us on Facebook: 95,000 daily reach - 1,000 followers

Subscribe on Youtube: 19,400 video views

See our Vimeo showcase: 1,392 plays

Subscribe to our Podcast: 11,549 feed hits

See our daily photo journal: 8,240 views

Feature in our image showcases

Watch live with Google Hangouts

Where DID people mainly find us on social media for Change Day 2014?

the power of smile!

jb mccrea

social media e

power of smile joe mccrea

j b mccrea

complaints tameside

focus channels

quality of patients

demonstrated evidence

Business

purity of your smile

smile, smile, smile by wilfred owen

smile power ortho

smile makeovers promo 2010-08-20 - prosites,...

smile – home of:

study of the mechanism of 'smile' in high power diode...

smile personalization and digital smile design

bluebook on rollout of project smile - snea...

smile power - delta dental of arkansas

smile make over - dentistry 19 ltd...smile make over ...

evaluation of the smile

the power of a smile!

smile healthy - biometbiomet3i.com/resource...

aesthetic smile- confident smile

smile power

43 43 power of smile pta 43 power of smile utc 0 43 power...

smile smile - mcdonald's

project smile helpdesk -it service desk (power user) · our...

chapter eternal the power of...

smile big or not? effects of smile intensity on …...smile...