We know you are facing unprecedented demand and are working harder than ever to care for your patients.
The resources on this page have been developed by us to help you and your teams to effectively communicate with your patients.
You are the most effective communicator to your patients. They know you. They trust you (a November 2020 Ipsos Mori poll on trust found that 95 per cent of the public trust nurses and 91 per cent trust doctors). Being open, accountable and human will help you connect with your patients and build your relationship, even when times are hard.
We can't keep everyone happy all the time, but if patients are well informed, they are far less likely to become abusive or aggrieved.
We will continue to put messages out across Kent and Medway about the challenges facing primary care, how to best use the NHS, vaccinations, national campaigns, cancer, mental health and much more. You can see these easily by following our social media channels.
If you need help or advice on specific communication issues, please contact the NHS Kent and Medway communications and engagement team.
You may wish to create a communications and engagement plan for your practice generally. You should do this in consultation with your patient participation group (PPG) who are likely to have useful input into the types of channels suitable for your patient population.
Communications and engagement plans are critical when planning a change, whether that's a merger, a move or a change to services.
This Communication and Engagement Plan primary care changes template[docx] 59KB which shows the structure for the things you will need to consider and plan for.
Practice changes
If your practice is going through a change, a merger, a boundary change, a significant change of staff of leadership, you should communicate and engage with your patients. We have put together a Practice changes toolkit[pptx] 1MB to support you through some of the most common changes, which gives some tips and advice as well as some templates you can adapt to make relevant for your circumstances.
It is critical to keep your website up-to-date and create a place where, if patients are having trouble getting through on the phone, they can go to find out what's happening and understand if there are other ways to contact the practice (eConsult or NHS 111, for example).
It is your shop window and should, if managed correctly and kept up-to-date, help you avoid complaints. It may be the single most useful thing to help manage queries as you should be able to simply direct most people to your website.
It is helpful to have information on your home page explaining the pressures you are experiencing. Material for your website can be found in the boxes below.
Useable and accessible websites
NHS England has recently published a helpful guide for practices and PCNs on creating a useable and accessible GP website.
Improving your GP website webinar
Kent and Medway ICB website audit report - KM Updated Website Audit Report.pdf[pdf] 1MB
They have also produced a national website benchmarking and improvement tool.
All practices have now had their benchmarking results, read the toolkit guide and FAQs.
Web content should be:
You should have this information clearly on the home page:
You should also clearly display:
NHS England also carried out some useful user testing on general practice websites.
Social media is where much of the conversation about your practice and your services is happening. And, if you aren't there, you can't be part of the conversation. It is daunting sometimes to 'be the face' of some of the issues, but people will always appreciate openness even when their issues can't be solved.
If you don't have time to run several accounts, Facebook will be the most valuable. As well as starting a page, you should join local community groups. This will be where much of the conversation takes place. Some community groups will allow you to join as your page, some may not and may require you to join via a personal page. People in general will appreciate seeing a human face and it gives your practice the opportunity to dispel myths or correct some posts. If you don't have a voice on these platforms, other people's voices will tell your story for you.
Top tips:
Some examples of good GP facebook pages:
Moderating comments on social media updated[pdf] 56KB.
If you would like any guidance or advice on setting up or running social media accounts, please contact kmicb.engagecomms@nhs.net.
Video explaining the way general practice has changed.
One of the best ways to tell a positive story - and certainly the best way to explain to the public - is to have a case study, from a patient's perspective, which highlights the benefits, changes and impacts a service has on the people it is designed to help.
Once you've drafted something this can be used on websites,on social media channels or to send to the media. If you would like the comms team to review anything please send across to kmicb.engagecomms@nhs.net and we can review the content, give guidance on how to distribute as well as share on our channels if appropriate.
When developing any written content, it is helpful to start with the five Ws to make sure you have covered the basics. Try to answer the five Ws in the first paragraph or two:
Who, What, Why, Where, When (and also how if appropriate)
You will also need a picture, again make sure you get written permission to use the image to promote the story. You can use this permission form for photographs if you don't have one, make sure you file it and are able to match it to the photograph for GDPR and in case the user requests its removal in the future.
Vaccines are vital for protecting the population of Kent and Medway; vaccines are the best defence we have against viruses including flu, Covid-19, meningitis, and measles, mumps and rubella (MMR).
Eligible residents are encouraged to protect themselves by making sure they are up-to-date with all their vaccinations.
Vaccines are extremely safe. All vaccines must go through the same regulatory approval process as any medicines to make sure they meet strict safety standards and offer high levels of protection.
The vaccinations toolkit includes messaging for flu and Covid-19, MMR, winter vaccines, HPV, RSV and health and social care workers.
The 'Think Pharmacy First' campaign will increase public awareness that pharmacists can provide some prescription medicines if needed, without seeing a GP.
Read the NHS England website for more information.
The Stop Think Choose campaign encourages patients to make an informed choice about the type of care they need, from self-care to using an urgent treatment centre.
We run this campaign all year, focused on times of pressure (bank holidays, school holidays, Christmas etc) and can be deployed whenever needed.
We produce web and social media graphics, newsletter and media content and audience focused materials.
Using the NHS App has lots of benefits for practices. It reduces text messaging and postage costs - sending messages for free, reduces admin requests (such as appointment booking and ordering repeat prescriptions) and reduces phone calls into the practice.
NHS Kent and Medway NHS App communication materials - download here.
Here is a helpful guide on what the app does, how your practice can use it and some helpful tips and techniques for setting it up.
Read this guide on how to get the most from the NHS App and promote it to your patients.
Learn more about becoming an NHS App ambassador. Speak to a Kent and Medway digital champion if you need any support with this.
Watch training on using the NHS App from NHS England.
There are various resources to communicate use of the NHS App to your patients.
To make sure patients are seen by the right person at the right time, all appointment requests - online, by phone, or in person - go through a clinical review.
Download the communication materials to help promote the triage system to your patients.
People in Kent and Medway are being asked to check their prescription medication and only order what they need to help reduce waste and save money.
Around 12million repeat prescriptions are issued in Kent and Medway every year. It is estimated that more than 2million repeat prescription items are wasted.
NHS Kent and Medway has information for patients about how they can play their part in helping to reduce medicines waste. Find further information at stopthinkchoose.co.uk/pharmacy
Download resources from our communications toolkit to share on your channels.
Children and young people with asthma or suspected asthma are being encouraged to come forward for lifesaving checks.
Across the UK, up to 30 children die every year from asthma.
With fewer children being diagnosed since the Covid-19 pandemic, the NHS is working hard to improve diagnosis and provide better support to those affected.
NHS Kent and Medway has launched its 'safer asthma' campaign during #AskAboutAsthma week (9 to 15 September) to raise awareness of three simple steps which can help children and young people to manage their condition.
Download digital screens, posters and social media resources.
The Department of Health and Social Care and the NHS is urging eligible adults aged 40 and over to get a free blood pressure check at their nearest pharmacy.
High blood pressure is responsible for 1 in 4 deaths in England; it can have no symptoms but it can be easily treated.
An estimated 4.2 million people in England are unaware they have it and the only way to know is to get a blood pressure check.
Patients can get a free NHS blood pressure check at a local participating pharmacy. Find further details on the ICS website.
Download assets for social media, waiting room screens and posters.
Please help promote the campaign by sharing it on your channels.
This toolkit has been produced to help you publicise NHS Kent and Medway Talking Therapies. It includes copy for newsletters/websites and social media posts.
A national campaign to support understanding of the general practice workforce. NHS Kent and Medway is supporting this campaign by sharing it through our social media and enewsletter channels. Please look out for our posts and share them.
You can also download the relevant materials below for use on your own websites, in practice and on your social media channels.
Download assets for social media and waiting rooms.
If you have team members who might be interested in appearing in any media requests to help explain the roles please contact kmicb.engagecomms@nhs.net.
The Be Skin Smart campaign is part of Kent and Medway's Cancer Alliance's work to increase earlier diagnosis and treat cancer sooner.
The Cancer Alliance team, is inviting practices to join the campaign by displaying the printed materials, letting patient participation groups (PPGs) know and by sharing posts on social media when seen.
Download assets for social media.
Any questions, please contact: england.kmcanceralliance@nhs.net.
Can you help us start a conversation about the signs and symptoms of ovarian cancer?
NHS Kent and Medway Cancer Alliance has launched its 'Let's talk about ovarian cancer' campaign to encourage women to know the signs of ovarian cancer and contact their GP if they are concerned; this is part of a new drive to increase earlier diagnosis of the disease.
Get involved by sharing the campaign resources on your website and social media channels.
Kent County Councils Everyday Active (EDA) campaign has been designed to support and encourage people to be more active in their everyday life.
The Everyday Active website is central to the campaign and is where people can find information about a broad range of low cost or free inclusive local activity ideas (including walking, running, cycling, home & solo activities, exercise groups, swimming, sports and active days out) as well as hints and tips, and personal stories about becoming more active.
Download posters, flyers and Z cards which can be displayed in waiting rooms and given to patients.
Download promotional videos:
The NHS Better Health Smoke Free resources promote the benefits of quitting smoking and signpost to a range of support.
Can you help promote local public health services including health visiting, school health, One You Kent lifestyle services, sexual health, and immunisations? Please download and share the below resources on surgery screens and channels. Contact beverley.hunt6@nhs.net, Public Health Campaigns Manager at Kent Community Health NHS Foundation Trust for any requests for printed or digital materials.
Standard format powerpoint - KCC-PH standard.pdf[pdf] 6MB.
A series of new animations and films has been launched to guide parents on how the whole family can work together to develop healthy habits and how to talk to their children about weight in a positive way.
When parents and children work together, the entire family can benefit from better habits, shared activities, and a stronger bond.
With these animations, parents are given both the tools and the confidence to address their concerns while making sure that their children feel loved, supported, and empowered to live healthier lives.
Find out more about support for families on the Kent Family website including support for families to get active, eat well and how to talk to children and teens about weight.
Please download and share the below resources on surgery screens and channels.
Contact beverley.hunt6@nhs.net, Public Health Campaigns Manager at Kent Community Health NHS Foundation Trust for any requests for printed or digital materials.