When you’re making commissioning decisions or considering service change, there are a few things you’ll want to think about – protecting your organisation’s reputation, communicating clearly with your staff and other stakeholders, and taking the views of clinicians and patients into account.

Our communications and engagement team provides strategic, professional support to manage your risks and reputation. We can help you to troubleshoot immediate needs and plan strategically for long-term communications.

Our flexible approach enables you to pick and choose your communications support on a project or retained basis.

From crisis management or web development to marketing campaigns or bespoke engagement projects, our experts will work with you to improve your communication with key stakeholders, partners, clients and patients.

We can help you to develop your communications and engagement strategy using our market research and insight and taking your local situation as well as national guidance into account.

What we do

We can provide a dedicated account manager, who has detailed knowledge of your organisation and your local area, so that you have regular access to the advice and support you need.

Our services include:

• Developing and managing websites and content
• Brand design and development
• Marketing material, including posters, brochures and exhibition stands
• Creative marketing campaigns spanning traditional and social channels.
• Copywriting
• News releases
• Media management
• Crisis communications
• Engagement using questionnaires, surveys and focus groups
• Managing public consultations
• Event and exhibition management
• Training and workshops.
• We can offer your staff or clinicians a number of bespoke training solutions, either on a one-to-one or a group basis, including media training, event management, copywriting, public and patient involvement and social media.

PR & Media Relations

We are a passionate team of media specialists.

Our media team has  extensive background in journalism and public relations, writing creative and engaging stories targeted to print, broadcast and trade media. Senior leaders trust us to provide considered strategic advice and assurance, enabling them to communicate changes effectively, facilitate meaningful engagement and protect their reputation.

Our services include:

• Planning and strategy
• Media relations
• Crisis management
• Communications support
• Event management
• Spokesperson media training
• Media awareness training
• ios video training
• Media office function
• Media monitoring
• Political monitoring
• Social media management

Editorial & Publications

We are a passionate team of storytellers.

Our expert writers utilise the latest accessibility and SEO standards to produce a full range of online and print materials tailored to resonate with their audience.

Our services include:

• Content strategy
• Award entries
• Easy read documents
• Copywriting – from blogs to case studies
• Proofreading
• Consultant document management
• Social media content
• Accessibility and copywriting training

Campaigns, Creative and Digital

We are a passionate team of innovators

Our highly creative team uses cutting-edge design approaches and techniques to turn ideas into reality. We work in true partnership with our clients, providing a full range of creative services to enhance your communications.

Our services include:

• Branding & Identity
• Brand Strategy
• Digital Strategy
• Graphic Design
• Print Management
• Web Design
• User Interface Design
• User Experience Design
• Content Development & Management
• Motion Graphics

Insight

Insight team – clinical and patient intelligence analysis and reporting

The multi-award-winning insight team capture clinical and patient intelligence for commissioners and providers. We offer service reviews, consultancy, training and access to our web-based patient experience and safety software for logging feedback. We collate, analyse and report on data in real-time, triangulating evidence from multiple sources in one easy-to-use system.

The system allows you to record all types of patient experience feedback (including social media, Freedom of Information requests, and formal complaints), clinical feedback and corporate risk records. This information can then be used to identify priorities and take action, improving patient experience and delivering safer and higher quality services.

Triangulate health and care evidence from multiple sources

The Insight system records all types of patient experience feedback (including social media, NHS Choices, media coverage, compliments, Freedom of Information requests, Subject Access Requests, MP letters, Patient Advice and Liaison Service (PALS) and formal complaints); clinical feedback (including internal GP practice incidents, Serious Untoward Incidents and positive incidents) and corporate risk records.

Customers include clinical commissioning groups, GP practices, out-of-hours primary care providers, Healthwatch and voluntary sector organisations across the UK. We have more than 1000 active users of the Insight system, helping to improve services for patients and the general public.

The Insight team consists of analysts and project managers experienced in collecting, collating, analysing and interpreting patient and clinical feedback. With in-depth local authority and NHS expertise, we have specialist knowledge in disciplines such as compliments, complaints, Patient Advice and Liaison Services (PALS), incidents and risk.

Collate compliments, complaints, risks and incidents

What customers use the Insight service for:

• Logging patient experience feedback from multiple sources
• Recording feedback from GPs regarding clinical effectiveness concerns
• Entering incidents in primary care settings
• Planning the review of commissioning intentions
• Assuring patient groups and lay members for the involvement of action based on direct feedback
• Logging and managing the flow of compliments, complaints and incidents
• Reporting on lessons learned
• Supporting GP practice assurance visits
• Real-time reporting of quantitative and qualitative findings
• Managing contracts and improving the quality of services

For more information, email mediacsu@nhs.net or csu.creative@nhs.net or contact 0330 236 9059