Communications & Engagement - team development

Your work

Please share a summary of the communications and engagement work you have done below. For each example, please include:

The customer The challenge The approach Specialist communications and engagement skills used Benefits/difference made

• Getting patient views on how GPs communicate with them - across BOB

  over 4 years ago

  https://jointheconversation.scwcsu.nhs.uk/your-views-are-needed

  What we offered the customer

  • Experience in survey design
  • Experience of qualitative thematic analysis
  • Experience of report writing
  • Knowledge of the BOB area
  • Hosting the survey on ‘Join the Conversation’ providing BOB ICS with a platform for engagement
  • Managing the relationships across the BOB communications and engagement teams helped to ensure that the survey was promoted widely
  • In Oxfordshire, local knowledge from SCW provided added benefit to promotion and circulation of the survey

  What we heard – across BOB

  The survey ran for 2 weeks and received 1125 responses. 707 of those were from people in Oxfordshire and 611... Continue reading

  https://jointheconversation.scwcsu.nhs.uk/your-views-are-needed

  What we offered the customer

  • Experience in survey design
  • Experience of qualitative thematic analysis
  • Experience of report writing
  • Knowledge of the BOB area
  • Hosting the survey on ‘Join the Conversation’ providing BOB ICS with a platform for engagement
  • Managing the relationships across the BOB communications and engagement teams helped to ensure that the survey was promoted widely
  • In Oxfordshire, local knowledge from SCW provided added benefit to promotion and circulation of the survey

  What we heard – across BOB

  The survey ran for 2 weeks and received 1125 responses. 707 of those were from people in Oxfordshire and 611 came through people responding via a direct link on social media.

  
  

  • The responses showed that majority of people that responded (976) had received text messages from their GP Practices.
  • 487 had used the online consultation service, however 350 of those were from Oxfordshire.
  • Only 67 people out of the 1125 that responded had used video consultation, which suggests that this service is not widely used across general practice.
  • For both online consultation and video consultation people preferred face to face appointments, whilst acknowledging that these services do save time, are convenient and are easy use.
  • Respondents were unclear as to whether using these tools improved the quality of their care or outcomes
  • People couldn’t comment on the functionality of the tools to support appointments for children.

  Overall, people seemed to prefer the online consultation service for routine appointments, but where complex care or continuity of care is required people still preferred face to face appointments. Text messaging for reminders was perceived as a useful tool. With all three systems, there was recognition that these cannot be used in isolation and that there is still a requirement of face-to-face communication with general practice.

  What are BOB doing now?

  SCW have provided a full written report of the findings. This has now been shared with the BOB Procurement Team, and the three primary care leads across BOB. The report shows that there was a mixed understanding of what actually constitutes an online consultation solution by the public and BOB therefore recognises that further education and clearer definitions are required. The patient feedback will inform the next stages of their procurement process.

  
  

  
  

• Developing a website for the Thames Valley & Surrey Care Records

  over 5 years ago

  SCW were asked to develop a website to support the Thames Valley and Surrey Local Health and Care Record Partnership (TVS LHCR).

  The aims of the website are to:

  • Explain what the TVS Care Records are, how they will benefit patient care and how they will support health and care staff in delivering that care
  • Provide core information about the partnership, its purpose and plans
  • Show how the TVS Care Records relates to existing local health and care records programmes, including links through to local NHS websites e.g. Berkshire’s Share Your Care
  • Provide up-to-date information on progress and developments
  • Gives... Continue reading

  SCW were asked to develop a website to support the Thames Valley and Surrey Local Health and Care Record Partnership (TVS LHCR).

  The aims of the website are to:

  • Explain what the TVS Care Records are, how they will benefit patient care and how they will support health and care staff in delivering that care
  • Provide core information about the partnership, its purpose and plans
  • Show how the TVS Care Records relates to existing local health and care records programmes, including links through to local NHS websites e.g. Berkshire’s Share Your Care
  • Provide up-to-date information on progress and developments
  • Gives information about privacy and cyber security

  The website audience includes a wide variety of stakeholders, from patients/public to clinicians/staff in across health and social care. The language used and content needed for these audiences may be very different and so two distinct areas of the website were designed to be accessible from the homepage - one for local people and one for health and care staff.

  The website was developed with ongoing engagement from lay members of the Ethics & Engagement group, and key clinicians and staff from across the programme. Areas of focus for engagement included:

  • Language and terminology - the need for simple and consistent language to be used throughout, without any jargon.
  • Accessibility – not just in terms of complexity of language – but also to support a variety of user/patient accessibility needs, including the use of videos and resources from 'Understanding Patient Data'
  • Branding - Stakeholders were involved in the choice and design of and appropriate logo for the TVS Care Records (a NHS could not be used as this is designed to integrate both health AND social care)
  • Benefits and patient outcomes – the website needed to highlight the benefits and patient outcomes that will be delivered as a result of this programme.
  • IG and FAQs – the need to ensure the essential IG Q&As were agreed by all IG/security leads.

  By developing the website in partnership with both health and care staff, the public and key programme leads we were able to deliver a website that effectively supports the day-to-day work of the programme. As programmes evolve, so do the needs of websites. Therefore SCW has very recently completed a second review of the website by engaging with the Ethics & Engagement group to ensure greater focus on the care records itself and what that means for patients, any changes in the programme as a result of COVID-19 and other updates.

  The website can be seen live here: https://www.thamesvalleysurreycarerecords.net/

• Managing digital communications for NHSX

  over 5 years ago

  NHSX is a relatively new organisation established in 2019 to deliver the Tech vision as part of the NHS Long Term Plan. The structure of NHSX has been evolving and growing over the past year and therefore their communications team has also been growing alongside this. SCW were asked to support NHSX with their digital communications - a role yet to be established - whilst recruitment for a permanent position took place.

  In order to support both existing staff at NHSX and also the new digital communications role (yet to be appointed), our approach was to establish a number of... Continue reading

  NHSX is a relatively new organisation established in 2019 to deliver the Tech vision as part of the NHS Long Term Plan. The structure of NHSX has been evolving and growing over the past year and therefore their communications team has also been growing alongside this. SCW were asked to support NHSX with their digital communications - a role yet to be established - whilst recruitment for a permanent position took place.

  In order to support both existing staff at NHSX and also the new digital communications role (yet to be appointed), our approach was to establish a number of key processes to support a consistent, branded look and feel to social media, web and intranet communications.

  This included the development of a social media plan/calendar for all team members to feed into, with the ability to schedule and forward plan topics of focus in partnership with project leads. This activity was supported by the creation of NHSX branded Twitter/LinkedIn graphics cards with appropriate use of colours, images, fonts, accessibility etc.

  A review of the NHSX website to assess accessibility needs and suggestions for improvements was also made. This was in addition to day-to-day content management and the development of new website sections using their CMS.

  An ongoing digital communications analytics report was established to enable activity to be monitored and trends easily identified. A summary of this data is also reported on a weekly basis to NHS England .

  The benefits of establishing processes, in addition to delivering the day-to-day social media and web outputs, has meant that NHSX was able to quickly establish a greater brand identity, engaging with and obtaining more followers on their social media platforms, and supporting more efficient working within the internal communications team. The new processes, along with a detailed handover report which contained further suggestions for development, have enabled the new post at NHSX to take our work forward, build on it and ensure that the NHSX brand and their digital communications remain consistent.

• Perinatal support for Black, Asian and minority ethnic Women during the COVID-19 Pandemic - Frimley ICS

  over 5 years ago

  Working collaboratively to develop a campaign to support BAME women in Slough and Aldershot, to ensure women of a Black, Asian and minority ethnic background should be advised that they may be at higher risk of complications of COVID-19 and to seek advice without delay if they are concerned about their health.

  • Co-produced with Maternity Voices Partnership (MVP), front line midwives, commissioners and a BAME women, a leaflet in English
  • Leaflet translated into Urdu, Punjabi, Nepali, Hindi and Easy Read to be handed to women in clinic
  • Scripted radio advertising, with translated sound bites for web and social media
  • Radio... Continue reading

  Working collaboratively to develop a campaign to support BAME women in Slough and Aldershot, to ensure women of a Black, Asian and minority ethnic background should be advised that they may be at higher risk of complications of COVID-19 and to seek advice without delay if they are concerned about their health.

  • Co-produced with Maternity Voices Partnership (MVP), front line midwives, commissioners and a BAME women, a leaflet in English
  • Leaflet translated into Urdu, Punjabi, Nepali, Hindi and Easy Read to be handed to women in clinic
  • Scripted radio advertising, with translated sound bites for web and social media
  • Radio interviews with lead clinicians
  • Paid for social media advertising
  • co-ordination of head and shoulder videos for social media
  • Updating website and organic social media across the three CCGs
  • Project management and co-ordination of the collaborative approach

  Supported the MVP to undertake face to face interviews of BAME women, to better understand the barriers to them access services:

  • Development of script for interviews
  • collaboration with front line services to have access to women
  • Writing text for front line staff to explain the process of interview
  • Supporting the MVP in the analysis and write up of findings

• QUALITATIVE ANALYSIS - undertaken in the last year

  over 5 years ago

  NHSE/I Integrating NHS Pharmacy and Medicines Optimisation (IPMO) programme

  Case studies of 7 pilot areas across the UK. Interviewing and analysis of responses using a research qualitative analysis tool, called the Framework methodology:

  1. Familiarisation
  2. Identification of themes
  3. Indexing
  4. Charting (including piloting stage)
  5. Mapping and interpretation

  
  

  Skills: Qualitative data analysis, using a manual Framework methodology. Ability to analyse and translate the data into a comprehensive report for the customer. Writing skills.

  BSW LGI Event

  An LGI is a type of multi-stakeholder process designed to “get the whole system in the room” in order to develop shared understandings and agreements. The approach... Continue reading

  NHSE/I Integrating NHS Pharmacy and Medicines Optimisation (IPMO) programme

  Case studies of 7 pilot areas across the UK. Interviewing and analysis of responses using a research qualitative analysis tool, called the Framework methodology:

  1. Familiarisation
  2. Identification of themes
  3. Indexing
  4. Charting (including piloting stage)
  5. Mapping and interpretation

  
  

  Skills: Qualitative data analysis, using a manual Framework methodology. Ability to analyse and translate the data into a comprehensive report for the customer. Writing skills.

  BSW LGI Event

  An LGI is a type of multi-stakeholder process designed to “get the whole system in the room” in order to develop shared understandings and agreements. The approach is one where stakeholders work together on issues of mutual concern and strategic importance. Over 183 individuals from 71 organisations participated. A manual framework methodology was applied to hand written notes from the 20 table discussions and a thematic analysis was undertaken to pull out the key themes from the event.

  Skills: Transcribing flipcharts, a narrative analysis using tagging was applied to pull out key themes. Report writing.

  OX12 Project

  Using 'Talking Health' online engagement software, a public survey was undertaken, and received 1303 responses. Digital analysis of the responses using the online built in tagging function of the Inovem software.

  Skills: Knowledge and process of Inovem software, thematic/tagging of data and report writing
  
  
  

• Supporting BOB ICS COVID19 Incident communications

  over 5 years ago

  SCW Communications team has been supporting Buckinghamshire, Oxfordshire and Berkshire (BOB) ICS Incident Team since level 4 major incident was called across the NHS.

  The work has been incredibly varied and fact paced - liaising with the army as Mobile Testing Units were set up across the region, with DHSC in support of regional testing centres - the SCW Communications Team provided key information for staff and media and supporting collateral for use by system partners, dealing with MP and Councillor queries and FAQs for the public.

  Communications to support the massive organisation and distribution of PPE, bringing together communications... Continue reading

  SCW Communications team has been supporting Buckinghamshire, Oxfordshire and Berkshire (BOB) ICS Incident Team since level 4 major incident was called across the NHS.

  The work has been incredibly varied and fact paced - liaising with the army as Mobile Testing Units were set up across the region, with DHSC in support of regional testing centres - the SCW Communications Team provided key information for staff and media and supporting collateral for use by system partners, dealing with MP and Councillor queries and FAQs for the public.

  Communications to support the massive organisation and distribution of PPE, bringing together communications for GPs as health services changed (and gradually reopen), and targeted local campaigns to encourage people to still get health advice during lockdown - these are just a small sample of the work SCW Communications has provided over the last few months of COVID19.

  SCW value added: Perhaps the biggest part has been to bring together communications teams across the local health system to help them work through issues, find solutions, act as a conduit between them and the BOB Incident Team, NHSEI and other Government/local partners and be their sounding board for a far more collaborative system.

  
  

  
  

• BOB ICS All Staff Briefing

  over 5 years ago

  Every week the Buckinghamshire, Oxfordshire and Berkshire (BOB) CCG Accountable Officers and directors give an all staff briefing to staff across the three CCGs.

  SCW Communications Team which provides communications for BOB ICS use Join the Conversation as a platform to save all recordings of the staff briefings and the slides to allow CCG staff to re watch, or for staff to catch up having missed a briefing.

  SCW added value: Join the conversation has enabled an all staff briefing across three CCGs during COVID, and has ensured that staff can access the briefing at any time reducing exclusion for... Continue reading

  Every week the Buckinghamshire, Oxfordshire and Berkshire (BOB) CCG Accountable Officers and directors give an all staff briefing to staff across the three CCGs.

  SCW Communications Team which provides communications for BOB ICS use Join the Conversation as a platform to save all recordings of the staff briefings and the slides to allow CCG staff to re watch, or for staff to catch up having missed a briefing.

  SCW added value: Join the conversation has enabled an all staff briefing across three CCGs during COVID, and has ensured that staff can access the briefing at any time reducing exclusion for staff who have project commitments or work part time etc.

• Staff surveys for BOB ICS

  over 5 years ago

  Buckinghamshire, Oxfordshire and Berkshire (BOB) ICS employs two SCW cummunications staff to provide their communications.

  The SCW Comms team were tasked with creating a survey that staff in all three CCG’s across BOB could complete to discuss their wellbeing and any difficulties experienced during the pandemic. The team had set up a BOB Join the Conversation website and online portal, allowing them to create a survey once across the three CCGs, analyse the information incredibly quickly with custom made individual and collective reports downloaded via the website which also created graphs. We were also able to use its tagging function... Continue reading

  Buckinghamshire, Oxfordshire and Berkshire (BOB) ICS employs two SCW cummunications staff to provide their communications.

  The SCW Comms team were tasked with creating a survey that staff in all three CCG’s across BOB could complete to discuss their wellbeing and any difficulties experienced during the pandemic. The team had set up a BOB Join the Conversation website and online portal, allowing them to create a survey once across the three CCGs, analyse the information incredibly quickly with custom made individual and collective reports downloaded via the website which also created graphs. We were also able to use its tagging function to very quickly pull out themes.

  This data was then pulled into a slide deck and, working with Directors and AO’s across BOB CCG’s, the SCW Comms team agreed next steps and recommendations. These were then presented to the CCG staff briefing.

  Added SCW value: Reduced duplication of effort by streamlining the survey. Join the Conversation software allowed the customer to have access to reports incredibly quickly which is of upmost important to the BOB CCG AO/ICS exec lead.

• Collating stakeholder engagement views on NHS commissioning in BOB ICS

  over 5 years ago

  During December 2019, Buckinghamshire, Oxfordshire and Berkshire (BOB) ICS wished to carry out an engagement activity to allow interested stakeholders to give their views on the future NHS commissioning arrangements across BOB, design principles for stronger ICP’s and the proposal for a single management structure and AO for the three BOB CCGs.

  A survey was set up for those who wished to respond electronically, but the public and stakeholders could also respond via email or letter to their relevant commissioner. This created a logistical challenge because the data came in different formats, was disclosed at different times from the three... Continue reading

  During December 2019, Buckinghamshire, Oxfordshire and Berkshire (BOB) ICS wished to carry out an engagement activity to allow interested stakeholders to give their views on the future NHS commissioning arrangements across BOB, design principles for stronger ICP’s and the proposal for a single management structure and AO for the three BOB CCGs.

  A survey was set up for those who wished to respond electronically, but the public and stakeholders could also respond via email or letter to their relevant commissioner. This created a logistical challenge because the data came in different formats, was disclosed at different times from the three BOB CCGs, and needed to be analysed quite quickly. We collated all the data, pulled out themes and used a rag rating to establish figures for those who supported the proposals and for those who were against. Added value from SCW: The report was comprehensive and provided real insight from a variety of stakeholders.

  However, the method of collation was very difficult because the data did not all come in the same format or to the ICS comms team. Join the Conversation has made a real impact to how BOB ICS team now works.

• Notable film projects this year

  by alexpyke, over 5 years ago

  
  BSW CCG
  Filmed and produced introductory merger video and launch video for internal and external purposes along with animations and photography for a series of online launch events.

  
  

  NHSE/ Bristol Nightingale Hospital
  Produced a time-lapse video.
  Produced a bank of 38 talking head videos for comms and media purposes.
  Produced induction video(s) to the hospital for new team members.

  
  

  SCW / Bristol CCG / Digital Social Care
  Produced a series of 32 online training/support videos for care homes.

  
  

  SCW
  Thank you NHS video, receiving very positive feedback from colleagues and customers alike.

  
  

  
  

  
  
  
  

  
  

  
  BSW CCG
  Filmed and produced introductory merger video and launch video for internal and external purposes along with animations and photography for a series of online launch events.

  
  

  NHSE/ Bristol Nightingale Hospital
  Produced a time-lapse video.
  Produced a bank of 38 talking head videos for comms and media purposes.
  Produced induction video(s) to the hospital for new team members.

  
  

  SCW / Bristol CCG / Digital Social Care
  Produced a series of 32 online training/support videos for care homes.

  
  

  SCW
  Thank you NHS video, receiving very positive feedback from colleagues and customers alike.