Opportunity or Knocks? Social Media Feedback in the NHS Stuart R Wilson Director of Communications and Public Affairs NHS Lothian #SHCevent.

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Presentation transcript:

Opportunity or Knocks? Social Media Feedback in the NHS Stuart R Wilson Director of Communications and Public Affairs NHS Lothian #SHCevent

We all love the NHS!

Angels of Mercy!

Or do we?

Negative Headlines

Francis Report on socmed

NHS and Social Media Not universal Some good, some not! Proactive not interactive Facebook, Twitter Demise of traditional media

Social Media Challenges Access 24/7 Resourcing Moderation Departmental Structures Confidentiality We can’t ignore it!

Benefits of Social Media Dynamic form of media Engagement tool Wider audience Proactive and reactive Drive traffic to websites Complements existing tools

Benefits of Social Media for feedback Problem resolution Positive brand image Staff involvement Cost reduction

It’s a tough shift!

Complaints

Dr James Logan

But not all bad!

Private sector approach

75q2DDow

Conclusion It’s here to stay Evolving We must evolve with it Embrace it, don’t fear it

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