Social Media For Consumer Engagement: Co-Creating Guidance for Hospitals, Service Providers and Consumers
There has been interest in using social media for consumer engagement in hospitals, particularly for service design and quality improvement, but services have identified a need for guidance. This article outlines the methods used to involve stakeholders in the development of a guide for the use of s...
| Main Authors: | , , , , , , , , |
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| Format: | Article |
| Language: | English |
| Published: |
SAGE Publishing
2022-10-01
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| Series: | International Journal of Qualitative Methods |
| Online Access: | https://doi.org/10.1177/16094069221132173 |
| _version_ | 1811226243149856768 |
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| author | Louisa Walsh Nerida Hyett Dean Hewson Jayne Howley Nicole Juniper Chi Li Belinda MacLeod-Smith Sophie Rodier Sophie Hill |
| author_facet | Louisa Walsh Nerida Hyett Dean Hewson Jayne Howley Nicole Juniper Chi Li Belinda MacLeod-Smith Sophie Rodier Sophie Hill |
| author_sort | Louisa Walsh |
| collection | DOAJ |
| description | There has been interest in using social media for consumer engagement in hospitals, particularly for service design and quality improvement, but services have identified a need for guidance. This article outlines the methods used to involve stakeholders in the development of a guide for the use of social media as a consumer engagement tool for Australian public hospitals, and describes the changes to the guide and implementation findings that resulted from stakeholder involvement. The development of the guide involved cycles of two interrelated methods – (1) small group co-creation involving three hospital consumer representatives, three service provider representatives and three academics gathering and analysing data, and integrating findings into the development of the guide; and (2) a consultation with eighteen hospital stakeholders who provided feedback on versions of the guide throughout its development. Participants were encouraged to use their experience as service providers and consumers to reflect broadly on how the content and design of the guide could support social media-based consumer engagement within their particular setting. The co-creation and consultation methods led to four main feedback themes: (1) Enhancing usability is critical for guidance resources ; (2) Executive support and teamwork are essential for implementation ; (3) Start small and build experience and knowledge over time ; and (4) Thinking about new methods brings up questions around existing practice . Involving stakeholders in the design process through co-creation and consultation methods led to critical changes to the guide, enhancing its usability and creating a focus in the guide on building organisational and individual capacity around service design and improvement. Involving stakeholders in the development of the guide also allowed us to translate existing research knowledge into practical implementation strategies and tools, and may increase the likelihood of the guide being used by hospitals, providers and consumers. |
| first_indexed | 2024-04-12T09:21:44Z |
| format | Article |
| id | doaj.art-92a9c3d06f9c4df091ac71d59a0ad9e1 |
| institution | Directory Open Access Journal |
| issn | 1609-4069 |
| language | English |
| last_indexed | 2024-04-12T09:21:44Z |
| publishDate | 2022-10-01 |
| publisher | SAGE Publishing |
| record_format | Article |
| series | International Journal of Qualitative Methods |
| spelling | doaj.art-92a9c3d06f9c4df091ac71d59a0ad9e12022-12-22T03:38:37ZengSAGE PublishingInternational Journal of Qualitative Methods1609-40692022-10-012110.1177/16094069221132173Social Media For Consumer Engagement: Co-Creating Guidance for Hospitals, Service Providers and ConsumersLouisa WalshNerida HyettDean HewsonJayne HowleyNicole JuniperChi LiBelinda MacLeod-SmithSophie RodierSophie HillThere has been interest in using social media for consumer engagement in hospitals, particularly for service design and quality improvement, but services have identified a need for guidance. This article outlines the methods used to involve stakeholders in the development of a guide for the use of social media as a consumer engagement tool for Australian public hospitals, and describes the changes to the guide and implementation findings that resulted from stakeholder involvement. The development of the guide involved cycles of two interrelated methods – (1) small group co-creation involving three hospital consumer representatives, three service provider representatives and three academics gathering and analysing data, and integrating findings into the development of the guide; and (2) a consultation with eighteen hospital stakeholders who provided feedback on versions of the guide throughout its development. Participants were encouraged to use their experience as service providers and consumers to reflect broadly on how the content and design of the guide could support social media-based consumer engagement within their particular setting. The co-creation and consultation methods led to four main feedback themes: (1) Enhancing usability is critical for guidance resources ; (2) Executive support and teamwork are essential for implementation ; (3) Start small and build experience and knowledge over time ; and (4) Thinking about new methods brings up questions around existing practice . Involving stakeholders in the design process through co-creation and consultation methods led to critical changes to the guide, enhancing its usability and creating a focus in the guide on building organisational and individual capacity around service design and improvement. Involving stakeholders in the development of the guide also allowed us to translate existing research knowledge into practical implementation strategies and tools, and may increase the likelihood of the guide being used by hospitals, providers and consumers.https://doi.org/10.1177/16094069221132173 |
| spellingShingle | Louisa Walsh Nerida Hyett Dean Hewson Jayne Howley Nicole Juniper Chi Li Belinda MacLeod-Smith Sophie Rodier Sophie Hill Social Media For Consumer Engagement: Co-Creating Guidance for Hospitals, Service Providers and Consumers International Journal of Qualitative Methods |
| title | Social Media For Consumer Engagement: Co-Creating Guidance for Hospitals, Service Providers and Consumers |
| title_full | Social Media For Consumer Engagement: Co-Creating Guidance for Hospitals, Service Providers and Consumers |
| title_fullStr | Social Media For Consumer Engagement: Co-Creating Guidance for Hospitals, Service Providers and Consumers |
| title_full_unstemmed | Social Media For Consumer Engagement: Co-Creating Guidance for Hospitals, Service Providers and Consumers |
| title_short | Social Media For Consumer Engagement: Co-Creating Guidance for Hospitals, Service Providers and Consumers |
| title_sort | social media for consumer engagement co creating guidance for hospitals service providers and consumers |
| url | https://doi.org/10.1177/16094069221132173 |
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