lhm healthwatch brochure3 2015

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Page 1: Lhm   healthwatch brochure3 2015

H E L P I N G Y O U R T O R E A L I S E I T S P O T E N T I A L

Page 2: Lhm   healthwatch brochure3 2015

As a local Healthwatch, we know you’re looking for an innovative engagement solution that creates

a significant behavioural shift in the health and social care review process. How local, diverse

communities provide data to you depends on the technology and literature you provide them.

The public also provide a powerful opportunity to champion your local Healthwatch.

We understood that to work with a local Healthwatch, we had to create value. Our solutions would

have to provide additional resource, gain trust from the public, link closely to health and social care

partners, market your organisation better and create even more efficiency from agile teams.

With our affordable suite of engagement tools, you’re fully equipped with the latest accessible

technology where feedback from the public can be monitored, moderated and filtered effortlessly.

We’re supporting your mission of being the transparent, independent consumer champion for

your region and empowering consumers of health with a voice like never before.

SHAPING OUTCOMES THAT MATTER

02 ABOUT LHM

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AGENCY EXPERTISE Your local Healthwatch is supported by real digital experts, people that pride

themselves on being an extension of your team and achieving results.

LHM has a vast amount of experience in digital marketing and is made up of a

large team of creative designers, strategic thinkers and technical doers.

We’re an award winning agency known for providing some of the most

innovative projects in health and social care. We firmly believe that our next

award belongs to you.

Clockwise: Steven Lawrence and Ian Hughes, founders of LHM / Production meeting / Our offices located in Birmingham City Centre

03 WHAT WE DO

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Our solutions for local Healthwatch have been carefully constructed through feedback from local Healthwatch, health and wellbeing

boards, CCGs, local authorities, patient groups, patient leaders and the voluntary and community sector.

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The tools created for your local Healthwatch support in shaping health outcomes

quickly by identifying successes and potential issues.

You can respond to emerging patterns with greater, detailed knowledge of data

and reporting, providing a database that is unrivalled in your community and

useful for you, your partners and press opportunities.

The technology provided will automate many tasks for your Healthwatch team,

offering value by lowering the amount of time required for planning engagement

activity and creating inbound public data via multiple channels and devices, all

populated to your database.

Our solution resonates with the public so they can contribute their feedback

through secure and accessible online platforms that they are used to and from

wherever they are.

AN ENGAGED COMMUNITY

05 THE COMMUNITY

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“We must put citizen and patient voice absolutely at the heart of every decision we take in purchasing, commissioning and providing services.”

Tim Kelsey, National Director of Patients and Information, NHS England

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THE INTERACTIVE WEBSITEThis is a future-proof responsive website which features mobile and tablet access. Its

Content Management System enables you to capture and feature the latest feedback

from the public for any location or service provider in addition to showcasing your

day-to-day requirements.

The site includes our interactive Feedback Centre, featuring strong visuals and call to

actions to prompt the public and local partners to support your Healthwatch and leave

vital information for all health and social care providers.

The feedback centre also works brilliantly from mobile, so the public can leave feedback

easily, such as a hospital, dentist, opticians or even on the bus home.

Each health and social care provider in your local area features in the database, where

the public can view and leave feedback for all.

Feedback Centre

Local Health and Social Care Database

Feedback and Moderation System

Content Management System

07 THE INTERACTIVE WEBSITE

Birmingham

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Birmingham

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THE FEEDBACK CENTREOur Feedback Centre is a standalone device that is added to your existing

Healthwatch website.

Its purpose is to gain the feedback that you need and provides the public with

an easy way to search for their local health and social organisations via name

or postcode.

In addition to an overall experience that will be provided to you for any

organisation, feedback can be requested around Cleanliness, Staff Attitude,

Waiting Times, Treatment Explanations, Quality of Care and Travel Time.

Furthermore, we also ask for a mention of any staff who deserve special praise.

At the bottom of the pop up form, the user can choose to make an official

Healthwatch complaint. This will flag up in your system so you can choose to

follow up or monitor the organisation more closely dependent on the nature

of the feedback.

Feedback Centre

Local Health and Social Care Database

Feedback and Moderation System

09 THE FEEDBACK CENTRE

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FEEDBACKMANAGEMENT All of the data you receive from the public is securely stored in your Feedback

and Moderation System.

The system provides all of the feedback gained from the public and all the

information can be accessed for each individual service. The questions you

would like to ask the public can be changed to suit your local Healthwatch

requirements.

With this constant feed of information, you can effectively store your

feedback about local health and social care services in one place. The

Feedback Centre is initially populated by LHM with a comprehensive local

database of health organisations in your community. Furthermore, your

Healthwatch and the public can also add new services and locations at any

time. All of the data you receive will be moderated by your Healthwatch

before appearing in your final database.

When moderated, this data can then be shared with your partner organisations

via a CSV file, our Partner Widget or our Healthwatch Informatics system.

11 FEEDBACK MANAGEMENT

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THE PARTNER WIDGETA ‘Trip Advisor’ style partner widget can be provided to any of your health or

social care partners.

They can be created and fully managed by your in-house Healthwatch

website administrator.

It will enable you to create an exact match in terms of height and width along

with choice in the number of reviews to be featured within the widget.

This innovative tool offers many advantages to your team including enhanced

marketing awareness, increased data and opportunities to build new

commercial relationships. Furthermore, it completely achieves Healthwatch’s

objective to provide a significant behavioural shift in the health and social

care review process.

12 THE PARTNER WIDGET

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CHOICE OF WIDGETSWith the Partner Widget functionality, there are three options to customise that fit perfectly into your partners’

websites.

These are designed for any organisations providing health and social care services that require a patient experience

style platform. These could be hospitals, GPs, opticians, dentists or care homes. This provides Healthwatch with an

exciting opportunity to demonstrate its impact and strengthen its links with the local community.

For the organisations that don’t wish to share public feedback on their website due to special circumstances, but

do want to support your Healthwatch, you can provide them with a ‘leave feedback’ widget that removes reviews

from the widget, but still shows an overall feedback rating.

All of the widgets link to your Healthwatch website when clicked and immediately open your Feedback Centre for

the user to leave their feedback.

13 CHOICE OF WIDGETS

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FOR PARTNERS FOR YOUR HEALTHWATCH

• Demonstrates transparency, confidence and credibility to patients in their own service

• Provides superb search engine potential to improve rankings

• Reviews drive additional traffic from other websites

• Feedback is the most common form of online research, increasing browse time on websites by up to 100%

• Essential tool for them to understand how to improve their own services

• It provides an early warning system

• Many have no feedback mechanism in place at all and there is very little resource needed to get started

• Rapidly increases the volume of public feedback and data for your Healthwatch

• The widget introduces your Healthwatch to the public and health and care services for mass awareness

• Opens up opportunities to collect other required data from partnerships that can feed in to the system e.g. hard to reach groups

• The widget will be provided to organisations via a URL/ HTML code for simple upload to their website

• Provides a commercial and sustainable opportunity for you to provide services with access to your data

• Advocacy and improved status

PARTNER WIDGET BENEFITS

14 PARTNER WIDGET BENEFITS

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HEALTHWATCHFACEBOOK APPFor a Healthwatch who has our responsive website or Feedback Centre, a

Facebook App can be provided which links to your local health and social

care database.

The Facebook App is a great way to engage with a younger audience, who

may be at school or college during daytime activity and increase your online

community both young and old.

Here users can add feedback of any services and share experiences directly

to your database through Facebook. The app can also be shared with friends,

promoting you and the organisation at the same time.

Facebook is also a great way to advertise at very low cost to certain target

groups locally and there are 24m active Facebook users daily in the UK.

15 FACEBOOK APP

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Bringing your work, your insight and your partners togetherwith our detailed and easy-to-use Business Intelligence dashboard...

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HEALTHWATCH INFORMATICSBusiness Intelligence Dashboard

Healthcare organisations in the UK are challenged by pressures to reduce

costs, improve coordination and outcomes, provide more with less and be

more patient-centred.

Yet, at the same time, evidence is mounting that the industry is increasingly

challenged by entrenched inefficiencies and clinical outcomes.

The Healthwatch Informatics intelligence tool provides your Healthwatch

with a credible way to manage your day-to-day activity and engage partners,

by adding value to their services from crucial data gained from the public via

the web, mobile, social tools and widgets.

Featuring sentiment analysis, it also tracks your local discussions from

the public, press and your partners about local services, which can all be

benchmarked against your internal database too.

17 INFORMATICS TOOL

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REAL-TIME SENTIMENT ANALYSISFor users who want to monitor sentiment expressed on the Web, we have teamed

up with They Say Analytics.

Your local Healthwatch can now stay one step ahead of patterns and trends and

can react swiftly. Using sentiment technology, the key drivers behind overall

positive and negative sentiment for local health scenarios can be identified and

quantified on a large scale.

This technology combines full linguistic analysis with a comprehensive, fully

customisable and transparent sentiment knowledge base. It covers nearly 60,000

sentiment-carrying expressions and concepts and a set of sentiment logic rules

that cover English grammar.

Monitors specific keywords, services and locations for your data

requirements from sources such as Twitter and RSS feeds

Creates powerful insight streams from deep analysis

Provides a browser-based dashboard to visualise insight streams and

events, and to discover correlations

19 SENTIMENT ANALYSIS

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PARTNER BENEFITS HEALTHWATCH BENEFITS

• Third party access can be provided to your partners

• It provides commissioners, organisations and services with an

independent view and the opportunity to improve their awareness and

performance

• Improves the chances of safeguarding individuals

• It raises their profile and service quality quickly, particularly for smaller

organisations

• Saves hours in sourcing information from multiple systems, by streaming

your data in one place

• Ability to understand vast amounts of data quickly and act on it

• A commercially viable option to enable partners of the widget

functionality a secure view of their own data from the public for an

annual fee

• Will place your local Healthwatch at the forefront of digital and health

information in the region working with its partners and press

INFORMATICS BENEFITS

21 INFORMATICS BENEFITS

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Your local Healthwatch can play a vital role in the management and collection

of data for the Friends and Family Test (FFT), supporting partners to capture

data and understand opportunities to improve services.

Using LHM’s services, compliant FFT data can be received and managed

easily through the Healthwatch Feedback Centre across multiple channels,

from in-depth real-time reporting through to offline support.

FFT is quick and easy to implement and LHM have a range of solutions that

work with your partner organisations requirements. These can be featured

in partner systems, embedded within a partner website or even stand-alone

as a micro-site or kiosk. We can create a suitable tailored platform for your

partner requirements to ensure we’re adding value at each and every stage.

FRIENDS AND FAMILY TEST

22 WHY WE’RE THE AGENCY FOR YOU

BENEFITS

• Increased data collection support

• Save time and resource

• Compliant with NHS England guidance

• Revenue Generation opportunity for Healthwatch

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LHM Media works in partnership with many leading health institutions,

community organisations and local authorities.

There’s so much you can achieve using smarter digital communications.

Let us help ease the way.

A big society needs big ideas and we’re brimming with them. Our aim is

to do more, add more value and we are driven by making people’s lives

better. Some of the best ideas are developed over a cup of coffee and

our kettle’s always on.

We’re making a difference, and so are you.

TOGETHERWE’RE MAKING A DIFFERENCE

22 WHY WE’RE THE AGENCY FOR YOU

Page 24: Lhm   healthwatch brochure3 2015

22 Gas Street, Birmingham, B1 2JT

0121 237 5260

[email protected]

www.lhmmedia.com