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Social Media as a Tool for Consumer Engagement in Hospital Quality Improvement and Service Design: Barriers and Enablers for Implementation.

Louisa WalshNerida HyettJayne HowleyNicole JuniperChi LiBelinda MacLeod-SmithSophie RodierSophie J Hill
Published in: International journal of health policy and management (2021)
Using social media to facilitate consumer engagement in hospital service design and QI activities is feasible and acceptable to service providers and consumers. Hospitals and their executives can create a supportive environment for social media-based engagement activities through developing clear governance systems and providing training and support to all users. Consumers need to be involved in co-designing social media-based activities and determining which forms of engagement are accessible and acceptable. For some consumers and service providers, barriers such as a lack of resources and distrust of social media companies might mean that social media-based engagement will be less acceptable for them. Because of this it is important that hospitals provide complementary methods of engagement (eg, face-to-face) alongside social media-based methods.
Keyphrases
  • social media
  • health information
  • healthcare
  • mental health
  • quality improvement
  • primary care
  • public health
  • electronic health record
  • virtual reality