An Introduction to HSE Communications

HSE | Introduction to Communications Who we are We are the full service in-house communications team for the Irish health service Our mission is to build a better health service. We want to build trust and confidence in the health service; inspiring better health and wellbeing for all through focussed communication services and supports Our values are Care; Compassion, Trust; Learning Our vision is a healthier Ireland with a high quality health service valued by all

We can help you with: Strategic planning HSE | Introduction to Communications We can help you with: Strategic planning Website development and social media Issues and media management Patient, public and staff engagement Marketing and behaviour change Research and insight Graphic design and print Communications training

HSE | Introduction to Communications Why work with us? Our communications expertise and experience can help to make your project a success We bring an outside view and can help put your key messages at the centre of your communications By listening to you and understanding your objectives, we can help you achieve them Everything we do is designed to provide you with professional communications support Our teams are flexible, responsive and creative

EXPERT We deliver our work for you through 4 teams: Client Services HSE | Introduction to Communications EXPERT We deliver our work for you through 4 teams: Client Services Digital News and Media Programmes & Campaigns All four teams are made up of highly skilled, industry-leading professionals with 100s of combined years of health-related communications expertise. They work closely with communications colleagues in Hospital Groups and CHOs nationwide.

Programmes & Campaigns HSE | Introduction to Communications Our Communications Teams and Model Press & Media Media Relations and Events, Issues Programmes & Campaigns Behaviour Change, Branding, Marketing, Research Digital Web Development, Social Media, Data and Insights Client Services Strategic Advice and Consulting Hospital Groups/CHOs

Your Communications Team HSE | Introduction to Communications Your Communications Team Whether you are considering service change and improvement, implementing behavioural change or communicating with staff and stakeholders, we can help. We can work with you to troubleshoot immediate needs and plan strategically for long-term communications. Whether it’s marketing, media or social media, design or digital, engagement or editorial services, we have the experience and know-how to help you make a difference.

Client Services Expert communications advice for our divisions HSE | Client Services Client Services Expert communications advice for our divisions

HSE | Introduction to Communications Client Directors HSE Divisions are each assigned a Client Director, who advises the Division on communications as well as programme managing the communications elements of the division’s work. They are expert Communications Consultants; there to help the divisions get the most from their communications programmes and the support services provided by the communications team. Strategic communications and advisors to HSE Divisions Create communications plans in partnership with the Division Assist with the business case for communications support Media Relations and Issues Management Consultancy

Our strengths Accumulated knowledge base HSE | Introduction to Communications Our strengths Accumulated knowledge base Relationship building across divisions and stakeholders Integration with senior management Strategic focus Building capacity for Communications within Divisions Client Director collaboration

QID / HPSC / NIO / Emergency Mgt. HSE | Introduction to Communications Client Directors QID / HPSC / NIO / Emergency Mgt. Maurice Kelly Social Care Angie O’Brien Primary Care Sally Downing A/Head Stephen McGrath OoCIO & NAS Carmel Cullen Acute Hospitals Ann Martin HR/HBS HCAI/AMR Audrey Lambourn PHSI Laura Monaghan Aidan Moyles

Irish Language Service Team HSE | Introduction to Communications Irish Language Service Team The Irish Language Service Team provides strategic communications advice to CHOs, Hospital Groups, Divisions, Programmes, Office and Services in relation to their Irish Language responsibilities. The team is committed to improving and promoting the use of the Irish language in the health service. Advice re: Official Language Act and statutory obligations Complaints handling and resolution Liaison with stakeholders Education and training in Irish Tools and supports for healthcare staff Translation Services

HSE | Introduction to Communications Our Strengths Detailed knowledge of Official Language Act and statutory obligations Many years experience in Complaints handling and resolution Relationship building across divisions and stakeholders Knowledge of the requirements of front line services in relation to the Irish Language Committed to the promotion of the Irish language in the health services Improve the experience of those who wish to be communicated with through Irish

Bairbre Úi Theighnéain HSE | Irish Language Service Irish Language Service Team Irish Language Service Lead Cuimín Mac Aodha Bhuí Sligo,Leitrim,Donegal ICON Irish Language Officer Micháel Ó Coileáin Cork, Kerry, Waterford, South Tipperary, Wexford, Carlow, Kilkenny Irish Language Officer Bairbre Úi Theighnéain South Dublin, Kildare, Laois, Offaly, Wicklow, Longford, Westmeath, Irish Language Officer Carmel Mac Domhnaill North Dublin, Clare, Limerick, North Tipperary, Louth, Cavan, Monaghan Irish Language Officer New team member Meath, Galway, Mayo, Roscommon,

Programmes and Campaigns Making it easier to find services HSE | Programme & Campaigns Programmes and Campaigns Making it easier to find services and make healthy choices

Programmes and Campaigns HSE | Introduction to Communications Programmes and Campaigns Scale and Reach Our Programmes and Campaigns team lead on programmes that require longer-term planning and insights, including all programmes that involve marketing or brand development. Our award-winning and effective work, like QUIT, Ask About Alcohol or Little Things, is done hand-in-hand with HSE service teams. On Target We also co-ordinate over 300 small or medium scale communications programmes each year, combining great insights, good planning and effective implementation to get the results you, your clients and your services need

HSE | Introduction to Communications INSIGHT From our experience, we believe that understanding people is the key to successful communication. We can help you use consumer and audience insight to make your projects more effective.

Content, Design and Print HSE | Introduction to Communications Content, Design and Print Writing, proofreading, design; we’re skilled at all three and offer them separately, or as a package. We bring to life strategies, consultation documents and reports, helping clients tell important stories in a visually appealing way. Infographics, videos or presentations, like this one, are a great way to get your message across quickly. Our team can transform complex information into easy-to-understand and eye-catching formats.

Programmes and Campaigns HSE | Introduction to Communications Programmes and Campaigns Manager Fidelma Browne Senior Comms Mgr. Aoife O’Sullivan Senior Comms Mgr. Roisin Guiry Comms Executive Lynda Murphy Campaign Manager Norma Deasy Campaigns Officer Aghna Harte Editor Health Matters Joanne Weston Child Health Sorcha NicMhuathuna Dementia Campaign Cairin Conway Campaign Manager Rachel Wright Mental Health Emer Clarke Dementia Community Activation Fiona Foley Campaigns Officer Aoibheann Ni Shuilleabhain

Digital With digital we can make a big impact, without a big spend HSE | Digital Digital With digital we can make a big impact, without a big spend

HSE | Introduction to Communications Digital We can help you to make the most of the digital world – from providing your services online to sharing content with your patients, your team, or the public

Digital The digital team is responsible for: Social Media HSE | Introduction to Communications Digital The digital team is responsible for: Social Media Content Design Digital Development and User Experience Digital Marketing All this is underpinned by Insights and analytics. We are also responsible for: Management of digital publishing platforms Digital Roadmap design and implementation Extranet Development User testing and accessibility Editorial and Quality Assurance

Digital Content + Tools Social Media + Marketing HSE | Introduction to Communications Good content and good analysis Digital Content + Tools Data + Analytics Social Media + Marketing Our team build responsive, user-friendly digital products, and provide training and support for you to design and publish content that communicates effectively with users. We use data and analysis to find out what is working well and where we need to improve – making sure our content and our channels reach their potential Our social media experts provide strategic support, advice and training. Social media presents a great opportunity to engage – we can help you to make the most of it

HSE | Introduction to Communications Social Media The Digital Team manage social media on behalf of the health service. Our aim is to Community Management Calendar Management Insights and Analytics Digital Social Marketing @HSELive, @HSEQuitteam, @HSEbreastfeeeding We manage 15+ social channels

HSE | Introduction to Communications Web HSE.ie receives 35,000,000 page views per year. It is the core health service website The digital team are in the process of finalising a roadmap for the transformation of the online user experience. As part of the implementation of the digital roadmap we will be rationalising our 30+ standalone websites into three core sites. The implementation of this roadmap will help our users navigate and engage with health services and manage and improve their own health and wellbeing. We are currently working on content design for dementia, alcohol, child health and medical cards.

HSE | Introduction to Communications HSE Live HSELive is our omni-channel customer support service and is the first public sector organisation to deliver information through webchat. Customer satisfaction with this new service is 90%. 2017 Contacts Calls – 70,122 Chats – 21,111 Emails – 39,859 They are based in Ardee, Co Louth

Digital Team HSE | Introduction to Communications A/Head of Digital Ben Cloney Content Experience Mgr. Brian Malone Digital Dev & UX Mgr. Ulla Devitt Social Media & Data Analytics Lead Muiriosa Ryan Digital Delivery Manager Catherine Doyle Digital Content Lead Andy Osborn Digital Content Lead Steve Cummins Digital Dev & UX Lead Louise Cooney Social Media & Data Analytics Lead Frances Plunkett Digital Content Executive Peter Dineen Digital Content Lead (Social Care) Monica Timmons (GVI) Digital Dev & UX Lead Ulla Devitt Social Media Executive Áine O’Connell Digital Content Executive Jen Davis Digital Content Executive Martina Banville Smith Digital Dev & UX Executive Amy Browne Digital Marketing & Projects Lead Adrian Sweeney

Press & Media Do you want the good news or the bad news? HSE | Press & Media Press & Media Do you want the good news or the bad news?

Press & Media Issues Management HSE | Introduction to Communications Press & Media Media Relations Our News and Media team of specialists deals with broadcast, print and online media on a daily basis for clients. We gain positive coverage for the health services as well as expertly handling negative stories. Issues Management When serious issues arise, we offer a crisis management service based on years of experience. We can also train your team to prepare for broadcast and print interviews, and we provide a daily news digest tailored to your needs.

A/Senior Press Officer HSE | Introduction to Communications Press and Media Team A/ Head of Press & Media Ann McLoone A/Deputy Head Mary Gleeson A/Senior Press Officer Nurah Treacy Press Officer Emma Lynam Press Office Admin Jennifer Carrie

Comms Business Team Ensuring it all runs smoothly HSE | Communications Business Team Comms Business Team Ensuring it all runs smoothly

Communications Business Team HSE | Introduction to Communications Communications Business Team We manage; The financial budgets HR SAP Training Network events Lean process FOI/ PQ's Compliance CPG process & much more for the Communications Division Business Manager Mary Brodie Paula Murray Carla Crosby Jennifer Magee Anthony Foran Ronan Fennell

How to get started with a project HSE | Introduction to Communications How to get started with a project We meet weekly to assign support to new projects All you have to do is complete a short introductory plan Ask anyone in the Communications Division for help talk to one of our teams, or start with your Division’s Client Director

35,000,000 70,000 fewer smokers 215,653 children We get results HSE | Introduction to Communications We get results 35,000,000 pages viewed on HSE.ie each year 70,000 fewer smokers in Ireland since Gerry Collins’ QUIT ad aired 215,653 children have been signed up for a GP Visit Card Under 6s

2096 92% of adults 16,000,000 We get results HSE | Introduction to Communications We get results 2096 staff teams submitted entries for the Health Service Excellence Awards 92% of adults would recommend yourmentalhealth.ie to a friend in need 16,000,000 people are within one retweet of @HSElive’s top 200 followers

Talk to you soon Media Issues - press@hse.ie HSE | Introduction to Communications Talk to you soon Media Issues - press@hse.ie Digital Enquiries - digital@hse.ie Programmes and Campaigns - crpg@hse.ie www.hse.ie/communications

News and Media Quick Contacts Client Directors Campaigns Digital HSE | Introduction to Communications News and Media 01 635 2620 press@hse.ie Ann McLoone, Mary Gleeson Emma Lynam, Nurah Treacy, Jennie Carrie Acute Hospitals Ann Martin 01 635 2000 087 061 0848 annt.martin@hse.ie QI, Health Protection, Emergency Mgmt Maurice Kelly 01 635 2586 086 8384863 maurice.kelly@hse.ie PHSI Laura Monaghan 01 635 253 laura.monaghan@hse.ie Quick Contacts Client Directors HR/HBS Stephen McGrath 01 6352838 087 9087162 stephen.mcgrath1@hse.ie Social Care Angie O’Brien 021 492 8522 087 242 2522 angie.obrien@hse.ie Primary Care Sally Downing 01 635 2586 Sally.downing@hse.ie Campaigns 01 635 2664 crpg@hse.ie Fidelma Browne, Róisín Guiry, Aoife O’ Sullivan, Joanne Weston, Lynda Murphy, Aghna Harte, Norma Deasy, Rachel Wright, Emer Clarke, Cairin Conway, Sorcha Nic Mhathuna, Fiona Foley, Aoibheann Ni Shuilleabhain HCAI/AMR Audrey Lambourn 091 775474 087 9889264 audrey.lambourn@hse.ie NAS and OoCIO Carmel Cullen 01 8131847 087 2590215  carmel.cullen@hse.ie Digital 01 635 2620 digital@hse.ie Ben Cloney, Brian Malone Adrian Sweeney Geraldine Charman