The power of SMILE!

© JB McCrea Ltd [email protected]

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

mailto:[email protected]


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

News

Pictures

Facts

Videos

Chats

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



X

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 [email protected]

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



http://www.facebook.com/tamesidelistens

http://www.youtube.com/TamesideListens

http://www.tamesidehospital.podbean.com/

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

34%

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

34%

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…



So Me

Where it was in April 2013



So Me

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!

Business

jb mccrea

social media e

power of smile joe mccrea

j b mccrea

complaints tameside

focus channels

quality of patients

demonstrated evidence