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

2. We all love the NHS!

4. Angels of Mercy!

5. Or do we?

6. Negative Headlines

7. Francis Report on socmed

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

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

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

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

14. It’s a tough shift!

15. Complaints

19. Dr James Logan

24. But not all bad!

27. Private sector approach

31. http://www.youtube.com/watch?v=Bpy 75q2DDow

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

33. Thank you @NHS_Lothian @stuart989