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Communication, Marketing, Engagement and Consultation Delivery Unit
Contents Why choose us? Our services Strategy Engagement Consultation Digital Social Media Branding and Graphic Design Marketing PR and Crisis Management Training and Workshops Insight and Research Video Production Events and Exhibition Management
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About us
Why choose us?
North of England Commissioning Support (NECS) works across the UK, supporting health and care systems to realise their true potential in regard to integration, whilst helping meet strategic and operational challenges by improving outcomes and increasing efficiency.
Great communications are as much about listening as they are informing, helping to ensure that a two-way approach is created. Our professional and experienced team know the best ways to really involve your customers, partners and people, as well as manage your reputation. From strategic advice to delivering campaigns and consultations, we make sure you are actively listening and engaging as well as being seen and heard.
Our support covers long-term strategic transformational change and short-term highimpact activity, as well as managing backoffice services at scale. We fully understand the short, medium and long term challenges that health systems face, and pride ourselves on supporting customers through every step of their journey.
Our award winning team is made up of highly skilled, industry-leading professionals. We have the expertise, agile approach and extensive NHS and public sector experience, that combines core NHS values with a sharp focus on customer care and a relentless pursuit of continuous improvement. With a reputation for being innovators, we are already working in the heart of current systems, sharing ideas, working with partners and learning from every project we do.
How we can support you Insight and Research Strategy We can develop and manage your communication, marketing and engagement strategies, delivering a fully integrated approach. We can also act as strategic advisors on either a long term or ad-hoc basis.
Branding and Graphic Design We offer design services that will help develop and support your brand, including designing and delivering promotion material, literature and stationery. All of which will uniquely reflect your organisation and its values.
Public Relations We offer a PR service to help you develop good media relations, and benefit from positive coverage while dealing with contentious issues. We can also deliver media services and training, crisis planning and management, and press release development and distribution.
We specialise in social marketing, gathering insight and research to change patient and public behaviour. We can design bespoke market research projects that includes different methods including on-street research, delivering focus groups and using innovative research methods. We make sure that any research proposals are aligned to your objectives.
Digital
Stakeholder Relations
From websites to social media, we can advise, develop and manage your online content to ensure you get the best possible reach and interactions from your digital avenues. Our web designers and developers have built striking, user-friendly websites for the NHS and other clients across England.
We can engage with the right partners, policy makers and influencers in the right way and at the right time, to help develop, manage and maintain key relationships.
Marketing We know marketing needs to be targeted and relevant to be successful. That’s why we develop structured and in-depth campaigns, from initial research and identifying the best tools to execution and final evaluation.
Crisis Management Our specialists in media activity include trained journalists with extensive experience of dealing with reputation damaging situations. We provide effective initial reactive crisis management advice and support with potentially further proactive solutions further down the line, ensuring lessons are learnt and prevention strategies put in place.
Publications From writing, editing and designing, to print and distribution, we can manage all aspects of publication and printbased marketing. Through a combination of our graphic design and copywriting services, we can offer engaging and informative materials that will appeal to your audience and push your message.
Engagement
Social Media Our social media experts provide strategic support, advice and training, ensuring you get the best possible exposure, impressions and engagement from your targeted social accounts.
We can help make sure patients are at the heart of your decision making and are continually involved on an on-going basis.
Events and Exhibition Management We can advise on the key NHS exhibitions and relevant events for your organisation. Our team also offer full event management including expo build and logistics.
Video Production and Photography
Training and Workshops Consultation We’re respected locally and nationally for our expertise in effective consultation techniques, with an emphasis on ensuring all relevant stakeholders, partners and users have their say.
We offer a variety of bespoke training and workshops around communications, crisis management, and effective consultations training.
We offer video and photography for our customers, which adds to the communication mix.
Strategy
Engagement The path to
The path to
The excellence excellence Thepath pathto to
excellence excellence
The Path ThetoPath Excellence to Excellence
Our offer is bespoke to customer needs, which can include:
The Public Path toconsultation Excellence Public consultation
Public consultation
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Wednesday Wednesday 5th 5th July July -- Sunday Sunday 15th 15th October October
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Hold a focus group: Hold a focus group: We are keen to hear Wefrom are keen groups to those hear from whogroups work those who work with people who may withface people barriers who to may taking face part barriers in to taking part in this consultation. this consultation.
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and Royal Hospital including: Maternity services Maternity (obstetrics) services covering (obstetrics) hospital-based covering hospital-based and Sunderland Sunderland Royal Hospital including: birthing facilities i.e. birthing wherefacilities you would i.e. give where birth youtowould your baby give birth to your baby Complete our survey: Complete our survey: and special care baby and unit special care baby unit Access this online Access or request this aonline paperor copy request by a paper copy by Stroke Stroke services services specifically specifically hospital hospital (acute) (acute) care care contacting us using contacting the detailsusbelow. using the details below. Women’s healthcare Women’s (gynaecology) healthcare services (gynaecology) covering services covering and hospital-based rehabilitation services and hospital-based Please rehabilitation joinservices uswould need an overnight inpatient surgery where inpatient yousurgery would need whereanyou overnight Website: www.pathtoexcellence.org.uk Website: www.pathtoexcellence.org.uk Maternity services (obstetrics) hospital stay hospital stay Maternity services (obstetrics) covering covering hospitalhospital-
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Development of engagement strategies to suit your organisation Expert knowledge of best practice engagement Advice and guidance on when engagement should be carried out Expert knowledge of the legal and statutory requirements, including the NHS Act 2006 and Equality Act 2010 Understanding the right stakeholders to engage with Analysis and reporting Identify and reach diverse and seldom heard groups Equality Impact Assessment / Equality Analysis
Women’s Women’s healthcare healthcare (gynaecology) (gynaecology) services services
We can develop and manage your communication, covering covering inpatient inpatient surgery surgery where where you you would would need need Public event timetable Public event hospital stay an overnight overnight hospital stay timetable marketing and engagement strategies, delivering a an Children Children and and young young people’s people’s healthcare healthcare services (urgent (urgent and and emergency emergency paediatrics) paediatrics) fully integrated approach. We can also act as strategicservices specifically specifically urgent urgent and and emergency emergency care care advisors on either a long term or ad-hoc basis. Date Date Time Event Tyne Time Wednesday 5th JulyWednesday 5th July Launch event 1-3pm 1-3pm
Event Tyne Location Venue Location Venue Launch event South Jarrow Community South Centre, JarrowCambrian Community Street, Centre, Jarrow, Cambrian NE32 3QN Street, Jarrow, NE32 3QN Tyneside Tyneside Wednesday 5th JulyWednesday 5th July Launch event 6-8pm 6-8pm Launch event Sunderland Hope Street Sunderland Xchange,Hope 1-3 Hind Street Street, Xchange, Sunderland, 1-3 Hind SR1 Street, 3QD Sunderland, SR1 3QD Thursday 6th July Thursday6-8pm 6th July Launch event 6-8pm Launch event Durham Glebe Centre, Durham DurhamGlebe Place,Centre, Murton, Durham Seaham, Place, SR7Murton, 9BX Seaham, SR7 9BX Tuesday 11th July Tuesday 11th July 6-8pm Focused6-8pm event on maternity, Focused eventSunderland on maternity,Hope Street Sunderland Xchange,Hope 1-3 Hind Street Street, Xchange, Sunderland, 1-3 Hind SR1 Street, 3QD Sunderland, SR1 3QD women’s and children’s women’s servicesand children’s services Wednesday 12th July Wednesday 12th JulyConsultation 6-8pm 6-8pm discussion Consultation event discussion South event CustomsSouth House, Mill Dam, Customs South House, Shields, MillNE33 Dam,1ES South Shields, NE33 1ES Tyneside Tyneside Saturday 15th July Saturday10am15th July Focused10amevent on maternity, Focused eventSouth on maternity,The Clervaux SouthExchange, TheClervaux ClervauxPlace, Exchange, Jarrow,Clervaux NE32 5UP Place, Jarrow, NE32 5UP 12pm women’s12pm and children’s women’s servicesand Tyneside children’s services Tyneside Tuesday 18th July Tuesday 18th July 6-8pm Focused6-8pm event on stroke Focused services eventSunderland on stroke services Sunderland Sunderland Bangladeshi Sunderland International Bangladeshi Centre, International Centre, 30 Tatham Street, Sunderland, 30 Tatham SR1 Street, 2QD Sunderland, SR1 2QD Wednesday 19th July Wednesday 19th JulyFocused6-8pm 6-8pm event on stroke Focused services eventSouth on stroke services Living Waters South Church,Living St. Jude’s Waters Terrace, Church, Laygate, St. Jude’s South Terrace, Shields, Laygate, South Shields, Tyneside NE33 5PB Tyneside NE33 5PB Wednesday 26th July Wednesday 26th July Consultation 1-3pm 1-3pm discussion Consultation event discussion Sunderlandevent Sunderland Sunderland Software Centre, Sunderland Tavistock Software Place,Centre, Sunderland, Tavistock SR1Place, 1PB Sunderland, SR1 1PB
Stakeholder relations - we can engage with the right partners, policy makers and influencers in the right way and at the right time, to help develop, manage and maintain key relationships.
How we’ve helped
Wednesday 13th September Wednesday 13th September 1-3pm Consultation 1-3pm discussion Consultation event discussion South event CustomsSouth House, Mill Dam, Customs South House, Shields, MillNE33 Dam,1ES South Shields, NE33 1ES Tyneside Tyneside Saturday 16th September Saturday10am16th September Consultation 10amdiscussion Consultation event discussion Sunderlandevent The Hetton Sunderland Centre, Welfare The Hetton Road,Centre, Hetton-le-Hole, Welfare Road, Hetton-le-Hole, South Tyneside and Sunderland Clinical Commissioning Groups 12 pm 12 pm Houghton-le-Spring, DH5 Houghton-le-Spring, 9NE DH5 9NE South Tyneside and City Hospitals Sunderland NHS Foundation Trusts
nhsexcellence nhsexcellence @NHSexcellence@NHSexcellence PTE A3 Poster.indd 1
The path to excellence The path to excellence is a five-year transformation of healthcare provision across South Tyneside and Sunderland. It was set up to secure the future of local NHS services and to identify new and innovative ways of delivering high quality, joined up, sustainable care that will benefit the local population both now and in the future. We are supporting the strategic communications and engagement element of this programme including strategic advice and all communications and engagement activity. We developed the communications and engagement strategy for the programme and the delivery for the consultation process. This included legal and policy aspects to be considered during significant service change, in particularly in relation to public consultation and engagement. This also stretches to the strategies, governance and subsequent activities that have been undertaken in order to ensure a robust process for the path to excellence consultation. We ensured phase one of the programme demonstrated: •
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How adjustments to the consultation process were made, in line with consultations being a continuous dynamic dialogue and a self-correcting process.
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www.pathtoexcellence.org.uk www.pathtoexcellence.org.uk www.pathtoexcellence.org.uk www.pathtoexcellence.org.uk 21/06/2017 11:12
21/06/2017 21/06/2017 10:51 10:51
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How targeted stakeholder engagement was conducted, in particular in relation to statutory duties to consult with overview and scrutiny committees.
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How equality analysis and monitoring were conducted in relation to consultation and the activities carried out in order to ensure groups with protected characteristics have been involved in the process.
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How learning from the consultation process will be carried forward and built upon in order to enhance future phases of significant service change.
21/06/2017 11:12
How we’ve helped Newcastle Gateshead CCG Newcastle Gateshead CCG (NGCCG) wanted to hear a wide range of people’s views regarding Mental Health Services. The CCG wanted to work in partnership with the community, to help decision making with regards to arranging mental health services in a better and more effective way to help people recover sooner. Deciding Together was an initiative developed by us, using our
extensive experience in engagement methodologies to obtain the cross section of feedback NGCCG needed. We created a co-productive engagement and consultation process across all public and third party partners of NGCCG. This involved ensuring a safe listening process to gather in-depth insight suitable to inform scenarios for change. We also developed a listening process which accurately reflected the social model of disability. After review from the advisory group, we set up online and paper surveys which were distributed to all key stakeholders, and in return gained feedback on how to improve the service. We also held focus groups that facilitated discussion between community and voluntary sector Mental Health Service carers, helping to build on the survey’s findings. Similarly, we held market stall events to gather further ideas for improvement, with stalls divided individually to allow for meaningful discussions. In addition, we also developed two participatory budgeting events called “How to Spend the Mental Health Pound?”, delivered in partnership with the UK Participatory Budgeting Network and the Consultation Institute. Deciding Together was a highly successful initiative that resulted in full feedback and thematic analysis conducted being made available to NGCCG. This consisted of 342 service users and carers, allowing the CCG to continue its endeavours to improve Mental Health Services in the local community.
The Consultation Institute undertook an independent quality assurance review of the process. The review concluded that the path to excellence consultation process was on track for a ‘best practice’ certification. Feedback from the Consultation Institute has stated that it was satisfied the partnership had addressed areas highlighted in the pre-consultation review such as governance, engagement with MPs, equality analysis for consultation activity, website refinement, plans for wider staff and clinical engagement and travel and transport impact. At the pre-decision making position, the Consultation Institute verbally confirmed a final ‘best practice’ certification would be pending subject to how the final decision-making is concluded.
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Consultation
How we’ve helped South Tees CCG NECS had to reach the entire South Tees CCG (STCCG) population of 280,000 people, giving them all the opportunity to inform and influence the development of proposals for change. The diverse nature of the population, including high levels of health inequalities and deprivation, combined with limited resources, meant we had been given quite a challenge. We created a specialist project team with expertise in communications, engagement, consultation process and social media. With limited staffing and resources, we created a whole team approach that directly matched our expertise to the customer needs, including quality, delivery of outcomes and excellence in customer service. Working in partnership with STCCG to bring the CCG and the local population together through a journey of dialogue, exploration and discovery, the process helped each of these parties understand the needs and views of one another. Ultimately, this allowed STCCG to reach a consensus on what urgent care services should look like in the future. Our objectives were to communicate consistent messages to the local population, reinforcing and pushing the need for change. The other objectives included:
We are respected locally and nationally for our expertise in effective consultation techniques. Whether you need to consult in order to comply with statutory legislation during major change, or to help continuously improve services, doing it in the right way with the right people will help you meet the needs of your communities. You can be confident that whatever the reasons for your consultation, the support from NECS will be best practice, robust and rigorous. Our consultation offer is bespoke to customer needs, which can include: •
Development of consultation strategies to suit your organisation
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Quality assurance around consultation process
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Guidance on when consultations should be carried out
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Best tools to reach different audiences
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Analysis and reporting
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Experience and ability to identify and reach diverse and seldom heard groups
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Equality Impact Assessment / Equality Analysis
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Consultation Risk Assessment - avoid potential barriers to effective delivery aligned to NHS England’s assurance processes
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Judicial Review and Independent Reconfiguration Panel Shield
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Co-production, ensuring the contribution of service users to the provision of services
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On-line streaming of video consultations
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Option development and appraisal
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Assurance, Improvement Assessment Framework rating
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Create a variety of mechanisms, tactics and approaches, including a focus on minority, marginalised and disadvantaged groups and communities.
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E ngage 1,000 people in dialogue and research to understand their experience and how they think services could be improved.
Right care, time and place
Consultation on urgent care in North Tyneside
How to get involved and have your say: 7 October 2015 to 21 January 2016
Expert knowledge of adhering to legal and statutory requirements, including the NHS Act 2006 and Equality Act 2010
For more information visit : northtynesideccg.nhs.uk/urgentcare
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Our tactics included street-surveys, online and hard-copy surveys across the STCCG area, as well as posters and flyers distributed in GP practices, dentists, urgent care centres and minor injuries units. Following stakeholder mapping we had a series of 14 public events throughout the three phases of research and the consultation itself.
Hartlepool and Stockton-on-Tees Clinical Commissioning Group South Tees Clinical Commissioning Group
Respite
Opportunities and Short Breaks
Public
for people with complex needs and/or autism
Consultation
4 September 2017 – 10 November 2017
Come along to one of our Consultation events and tell us what you think. Date
Time
Venue
Monday 18 September 2017
10.00am – 12.00 pm
North Shore Academy Talbot Street ,Stockton-on-Tees, TS20 2AY
Wednesday 20 September 2017
6.00pm – 8.00pm
Hartlepool College Stockton Street, Hartlepool, TS24 7NT
Monday 25 September 2017
10.00am – 12.00pm
Tuned In Majuba Road, Redcar, TS10 5BJ
Saturday 30 September 2017
10.00am 10.00am––12.00pm 12.00pm
Trinity Centre Holy Trinity Church, The Market Place, North Ormesby, Middlesbrough, TS3 6LD
If you would like to attend one of the consultation events, please register your attendance by contacting 0191 374 2795 or
[email protected] Please let us know if you have any special requirements. You can complete the online survey at
[email protected] or
[email protected] or direct via www.surveymonkey.co.uk/r/LDRespiteconsultation2017. The closing date for completed surveys is Friday 10 November 2017. If you require a paper copy of the survey or would prefer it in an alternative format, or require any further information, please contact us as above.
We included digital campaign management via targeted social media campaigns, proactive media management, media articles and radio and television coverage. Weekly activity progress meetings were also held, ensuring we kept on track with objectives and targets, while allowing shared information to be accessed across the whole team, enabling more closer integration with the customer. The campaign was a huge success, reaching over 200,000 people during the campaign, and directly informing the development of an improved service for patients. In turn, this helped develop a sustainable service that met patient needs now and into the future. The work was quality assured by the Consultation Institute who stated it was “hard to fault the approach and one of the best pieces of work they had seen”. As a result of this work, the team were also awarded a silver award at the CIPR NE awards in Dec 2016.
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Digital
Social Media Info cards in play areas and child care venues:
Printed materials:
From websites to social media, we can advise, develop and manage your online content to ensure you get the best possible reach and interactions from your digital avenues. Our web designers and developers have built striking, user-friendly websites for the NHS and other clients across England.
Looking after your child’s health An NHS guide for parents and carers of children aged 0-5 years
Parent or carer of a child under 5?
Get the FREE NHS app
Get the app
A new NHS guide to help you look after your child’s health - with lots of useful hints and tips from experts in child health including hospital specialists, doctors, health visitors and pharmacists.
How we’ve helped NHS LAYCH - 2PP card.indd 1
Child Health App As a result of researching patient perception, it became apparent there was a significant opportunity to support parents of young children through an educational app the NHS Child Health app. Research shows that parents are now less confident about what to do over a range of common childhood illnesses, and are seeking more medical intervention earlier, as well as attending A&E and walk-in centres. A digital and social marketing approach was adopted, using a digital first approach to raise awareness. The app has now been incorporated as part of the regional NHS campaign for the North East and has become a key call to action when targeting parents and carers of under-fives. The free app has had thousands of downloads and has been shortlisted and won a number of awards, including HSJ value in healthcare awards.
Download the free NHS app today Search for ‘NHS child health’
14/09/2016 17:15
Search ‘NHS child health’
or download the booklet at southteesccg.nhs.uk
Developed by hospital specialists, doctors, health visitors and pharmacists across the North East
Our social media experts provide strategic support, advice and training, ensuring you get the best possible exposure, impressions and engagement from your targeted social accounts. We will guide you through the ever expanding world of social media and secure tangible results and return on investment. We will help you understand how connecting with your audience and building community can spark conversations about your organisation, increase loyalty and build engagement. We offer fully managed social media campaigns, account management, social media advertising, blogger engagement and social media training.
Developed by hospital specialists, doctors, health visitors and pharmacists across the North East.
CASSETTE
Two page infocoverage card (newspaper supplement page14/09/2016 Pop up banner and press 17:15ad):
media NHS LAYCH Sample - 2PP card.indd 2
NEUCN_A4_ad man.pdf
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30/11/2016
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Parent or carer of a child under 5? C
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Are you ready for winter
What medicines should I keep at home? Medicine or first aid
What it’s used for
Paracetamol and ibuprofen
Relieves most minor aches and pains such as headaches, period pain, inflammation in arthritis and sprains.
Oral rehydration salts (such as Dioralyte®)
Fever, diarrhoea and vomiting make us lose water and essential minerals. Use these to help restore your body’s natural balance and relieve discomfort and tiredness. They don’t fight the underlying cause of your illness.
Get prepared by updating your medicines and first aid kit. Find out more at urgentoremergency.co.uk
Remember your repeat prescriptions
Get the free NHS app A new NHS guide to help you look after your child’s health.
North East and North Cumbria Urgent and Emergency Care Network Antacids (comes as tablets or in liquid form)
A simple antacid will reduce stomach acidity and bring relief from stomach ache, heartburn or trapped wind.
First aid kit main items
Bandages, plasters, thermometer, antiseptic, eyewash, sterile dressings, medical tape and tweezers. Keep a thermometer and children’s paracetamol handy for the kids – and take with you on trips away.
What meds should I keep at home A6.indd 1
Running out of vital medicines over Christmas is a hassle you can do without – so it’s worth taking a moment to make sure you order your repeat prescriptions in good time. By thinking ahead, you can save yourself the bother, and reduce the pressure on out-of-hours doctors over the holiday period.
17/11/2015 15:33
Developed by hospital specialists, doctors, health visitors and pharmacists across the North East.
Search ‘NHS child health’
North East and North Cumbria Urgent and Emergency Care Network
How we’ve helped My Medicines My Health To encourage people to buy paracetamol over the counter, and in the process save the NHS money by reducing the amount of paracetamol prescriptions, we created a social media campaign using the hashtags #OverTheCounter and #AskYourPharmacist. Alongside this, powerful artwork was created and used to visually show how many paracetamol tablets were prescribed every week in the North East and North Cumbria. The social media posts generated high levels of engagement, retweets and shares. A six month review showed the campaign contributed to a reduction in spend of over £285,000 worth of paracetamol tablets. The campaign is continuing, with an extension to cover other over the counter medicines.
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Branding and Graphic Design
Marketing
We know marketing needs to be targeted and relevant to be successful. That’s why we develop structured and in-depth campaigns, from initial research and identifying the best tools, to execution and final evaluation. We offer specialist social marketing approaches to help develop activities aimed at changing or maintaining people’s behaviour for the benefit of individuals and society as a whole. Combining ideas from commercial marketing and the social sciences, social marketing is a proven tool for influencing behaviour in a sustainable and cost-effective way. Social marketing can help you to decide:
We offer design services that will help create, develop and support your new or existing brand, as well as designing and delivering promotional material, literature and stationery. All of which will uniquely reflect your organisation and its values.
How we’ve helped Durham Dales, Easington and Sedgefield Clinical Commissioning Group Urgent Care Consultation During the DDES Urgent Care Consultation, patients and the public told us that they wanted urgent care services simplified and they wanted to be able to see at a glance where they should go if they were unwell. They told us that it would be useful to have something that they could put in their wallet as a reminder. We worked with patient groups in the area and produced a pocket guide to all services and an information card that they could pop in their wallets or purses as a quick guide. The colourful guides were turned into posters that were used at GP practices and also for pull up banners that were used at engagement events to ensure everyone knew about the changes.
Sedgefield Community Hospital, Salters Lane, Sedgefield, TS21 3EE Tel: 0191 371 3222 Email:
[email protected] www.durhamdaleseasingtonsedgefieldccg.nhs.uk
What do I do if I have a minor injury?
Minor injury
Medical emergency
Examples of minor injuries are:
24/7, 365 days a year you can go to a minor injuries unit at:
• Sprains and strains
Call 999 in a medical emergency, when someone is seriously ill or injured and their life is at risk. This could include:
Bishop Auckland Hospital, DL14 6AD or
• Wound infections
24/7
• Minor burns and scalds
Peterlee Community Hospital, SR8 5UQ. However, we would advise that you call NHS 111 to get an appointment to reduce your waiting times.
• Minor head injuries • Minor eye injuries The NHS non-emergency number
If it’s more serious you may need further treatment at a hospital close by.
Getting Care Right For You
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• Broken bones
• Insect and animal bites
• Heart attack • Stroke • Major trauma (such as a serious road traffic accident, a fall from height or serious head injury) • Loss of consciousness • Severe confused state • Fits that aren’t stopping • Breathing difficulties • Severe allergic reactions, burns or scalds • Severe bleeding that cannot be stopped • Persistent, severe chest pain When you dial 999 you will be assessed by a trained clinical advisor. You may receive treatment at the scene or be transferred to A&E at the most appropriate hospital.
Getting Care Right For You
What to do if you are unwell Your quick guide to local health services
The NHS belongs to us all. Let’s use it responsibly. Talk before you walk. The way you use your NHS matters - using it wisely means we can develop and invest in local services to make your NHS fit for the future.
Help yourself: Hangover, grazed knee, cough and sore throat. Visit www.nhs.uk. Also download the free NHS child health app.
Pharmacy: Diarrhoea, runny nose, painful cough and headache. Health and wellbeing, stopping smoking.
Call NHS 111: Need help fast? Unsure? Not well? Easy, fast health services keep 999 free for medical emergencies.
Minor injury: Strains, cuts, sprains and burns. Units at 24/7 Bishop Auckland Hospital or Peterlee Community Hospital.
GP practices: Ring your GP surgery Mon - Fri, 8am - 6pm. Ring NHS 111 between 6pm - 8am and at weekends.
A&E or call 999: Chest pain, choking, severe blood loss, blacking out, unconsciousness, suspected stroke.
The NHS non-emergency number
?
KEEP CALM AND
ANTIBIOTICS AREN’T ALWAYS THE ANSWER Antibiotics don’t work for winter viruses. You can usually fight off these viruses on your own ✔ Antibiotics can cause unpleasant side effects ✔ The more we use antibiotics, the greater chance bacteria will become resistant to them so they no longer work ✔
Search ‘NHS child health’ and download the free app. Find out more at urgentoremergency.co.uk
www.keepcalmthiswinter.org.uk @keepcalmne
Self-care Keep calm winter posters 2014.indd 4
Pharmacy
NHS 111 23/10/2014 14:05
How we’ve helped
•
Which people to work with
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What behaviour to influence
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How to go about it
Medicines Optimisation – Over the counter
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How to measure it.
To encourage people to buy paracetamol over the counter, we delivered My Medicines My Health, a regional campaign for the North East and North Cumbria. This campaign focussed on encouraging people to buy over the counter, instead of making GP appointments and getting a prescription for medicines that are readily-available on the high street. In turn, it was hoped this would reduce costs to the NHS and also alleviate pressures on GPs.
We offer the full end to end marketing support service which is detailed throughout our service offering. Your brand sits right at the heart of your organisation and is inherently linked to growth and both partner and public perception. It should inform every single action you take, inside and out. Your authentic values and unique point of difference should help you build clear key messages around a proposition that you can own. This powerful blend will go on to inform your character and feed the creativity behind your identity, messaging and supporting brand toolkit.
Kids under the weather
The campaign involved digital channels including website and social media, as well as traditional printed materials such as patient leaflets and posters, that were distributed to 1,300 GP practices and pharmacies across the region. A six month review showed the campaign contributed to a reduction in spend of over £285,000 on paracetamols. The campaign has now been extended to include other over the counter products, and is already showing a reduction in GPs prescribing these medications. Urgent and Emergency Care We developed a marketing campaign across the health care system in the North East and North Cumbria to help ease winter pressures. To inform the campaign, we undertook behavioural insights, as well as engaged with patient forums and delivered advertising, printed materials, a website and social media channels. Our customers benefited from our experience and ability to produce campaigns at scale, which resulted in a bigger campaign impact. The campaign also inspired a high recall of messages, with 90% of people saying they understood the key messages around winter.
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PR and Crisis Management We offer a PR service to help you develop good media relations, and benefit from positive coverage while dealing with contentious issues. We can also deliver media services and training, crisis planning and management, and press release development and distribution.
By mixing traditional PR strategies with digital PR and content creation, we can engage with your industry influencers and target market, to raise your profile, start conversations and boost engagement.
Cyber attack We provided strong leadership and quick response during the cyber-attack and supported NHS England, holding 20 teleconferences with provider trusts involved in this unified approach.
Sample media and social media coverage:
Our specialists in media activity include trained journalists with extensive experience of dealing with reputation damaging situations.
How we’ve helped
We provide effective initial reactive crisis management advice, as well as support with potentially further proactive solutions further down the line - in the process ensuring lessons are learnt and prevention strategies are put in place.
We established a WhatsApp group, with 700 messages exchanged in the time period. This allowed messages to be handled quickly while organisations were dealing with the incident. It also allowed regular updates so every partner was aware of key issues, how they were being addressed and what to do. The team targeted and coordinated media releases and requests via NECS, resulting in consistent regional messaging and clinical leaders appearing on media interviews to ensure consistent response to the evolving situation. The team ensured targeted TV and radio broadcasting to keep the public up to date, along with consistent messages through social media, detailing what to expect if they had an appointment or were unwell. The campaign won a gold award in the low budget campaign category at the CIPR PRide awards. Suspension of Maternity Services The suspension of Berwick Maternity Services and subsequent safety review by Northumbria Healthcare NHS Trust, generated public protests due to the desire to retain
local services. Northumbria CCG (NCCG) recognised that the media surrounding this situation needed to be carefully managed to avoid raising alarm locally and ensure the reputation of NCCG was defended. We developed a media plan which clearly communicated the proposals while emphasising patient safety as the driver for change. All media queries were responded to by ourselves within hours, following liaison with the Trust, using a pre-agreed media plan and approach. Despite public opposition, we generated a balanced media coverage that reflected the complexity of the issue and the engagement process. We provided day-to-day management of public concern, with key messages also agreed and developed with the Trust two weeks before a timed media release launching the consultation. We briefed spokespeople on responses to anticipated questions in line with the agreed key messages. Throughout the public consultation media interest was high, with our dedicated team handling enquiries and messages on the provision of Berwick Maternity Services by monitoring public opinion and press coverage. In some instances this involved responding to public protests that resulted from the desire to retain local services. During the service suspension and safety review by the Trust, we responded to all media queries swiftly, following liaison with the Trust. Effective management of public concern enabled NCCG to base their decision on evidence and patient needs. A safe and sustainable service was re-opened seeing no reduction in activity.
Sample media and social media coverage:
Sample media coverage:
North East and North Cumbria Urgent and Emergency Care Network
ncy Care Network
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Training and Workshops We offer a variety of bespoke training and workshops around communications, crisis management, and effective consultations. Our training courses are designed to be interactive, helping you put theory into practice. All our courses can be delivered in-house or off site. Through our strategic partners, the Consultation Institute, we offer a variety of engagement and consultation training, such as conducting a public consultation, methods of engagement, legal aspects of consultations and engagement, and bespoke tailored training to meet your organisation’s specific needs.
Insight and Research Our media training is delivered by ex-journalists who will help you prepare for the toughest interviews in radio, TV and print. You’ll get the opportunity to be interviewed on camera in a safe controlled environment, where you will get feedback on your performance from experts in media relations. We will help you tell your story in a memorable way and explain the techniques that help you deliver your messages successfully.
Rich market insight and research is the catalyst for meaningful change, which is why we specialise in social marketing, gathering insight and research to change patient and public behaviour. We can design bespoke market research projects that includes different methods such as on-street research, delivering focus groups and using innovative research methods. In addition, we make sure that any research proposals are directly aligned to your wider objectives. We use qualitative and quantitative research and use data analysts, statisticians and researchers to evaluate findings. We can conduct face-to-face, online and telephone research and have developed methods and techniques to gather insight to understand customers’ audiences and make transformative, strategic decisions.
Linked to Cancer Research UK, we led seven coordinated BCOC campaigns via a steering group of public health, CCGs, cancer network, secondary care, cancer charities and key media. Activities included insight gathering, planning and mobilisation, developing innovative partnerships with media outlets, sponsorship and patient reference group recruitment. Nationally, 700 extra cancers were diagnosed during the campaign, 400 more at early stages and 300 offered treatment, demonstrating increased survival chances.
Tell us where you want to get to and we’ll provide the insight to get you there – quickly, efficiently, creatively and cost-effectively.
How we’ve helped Be Clear on Cancer We piloted the Be Clear on Cancer (BCOC) campaign across the North East and Cumbria in advance of the national campaign, to leverage regional effectiveness and encourage patients to be familiar with early warning signs and visit their GPs sooner.
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Video Production
Events and Exhibition Management
We have a reputation for delivering high quality events to communicate key messages. We can help plan, organise, market, manage and deliver your conference, event or exhibition from start to finish.
Media such as video and images are increasingly becoming the most important part of any organisation’s marketing strategy, and the health and social care sector is no different. We offer video and photography for our customers and partners, adding a key element to the communication mix and playing a crucial role in your marketing strategy.
How we’ve helped NECS communications and engagement team NECS communications and engagement team recently won a merit award from the British Institute of Professional Photography (BIPP). The winning image was a case study for NHS Newcastle and Gateshead CCG about patients using exercise to treat their diabetes. The BIPP, awarded a Merit in the Photojournalism category at the BIPP 2017 North East Regional Image Awards with the image titled “Ron – beating diabetes” – see left.
You will be able to pick and choose which areas you would like us to support you in, from event promotion and management, to production of materials and publications, onsite management and delegate management service. We’ll also be able to advise on the key NHS exhibitions and relevant events for your organisation. Our team also offers full event management including expo build and logistics.
How we’ve helped Comissioning Awards In partnership with the Clinical Commissioning Groups from across the North East, Cumbria, Yorkshire and Humber, we planned and carried out the third Commissioning Awards ceremony and Sharing Best Practice event in June 2017. The theme of the event was “Accelerate the Change, Design, Deliver, Disperse”.
A communications plan was produced, which included regular communications to NECS staff and CCGs regarding the awards. A website was produced by the NECS web team to share information about the event and ensure that all detail regarding the event was simple and easy to find. The awards consisted of 19 categories in total, including employee and teams of the year, innovation of the year, outstanding contribution to learning, best integration project, progress with financial efficiency and many more. Almost 300 nominations were received in total across the categories. Each was assessed by judging panels organised by the communications team, with CCG categories judged by a fully independent panel. Employees benefited from an increase in moral by being nominated for a team or individual award and attending the event. 17 posters sharing innovations and best practice were produced, covering a wide range of NHS teams and organisations. These were then printed and displayed by NECS at the ceremony, boosting synergy and raising aspiration levels. The awards ceremony brought together around 200 people from NECS, CCGs, NHS England, partners and community organisations to celebrate the excellent work of NHS staff and partners, and to share best practice.
The aim was to acknowledge and celebrate the excellent work of CCGs and their social care partners, as well as individuals and teams from across NECS who had made an outstanding contribution towards serving their commissioning customers during the year. 18
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Get in touch 0191 301 1300
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