HSE Communications An Introduction to
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An Introduction to HSE Communications
HSE | Introduction to Communications Who we are We are the full service in-house communications team for the Irish health service Our mission is to build a better health service. We want to build trust and confidence in the health service; inspiring better health and wellbeing for all through focussed communication services and supports Our values are Care; Compassion, Trust; Learning Our vision is a healthier Ireland with a high quality health service valued by all
HSE | Introduction to Communications
We can help you with:
• Strategic planning
• Website development and social media
• Issues and media management
• Patient, public and staff engagement
• Marketing and behaviour change
• Research and insight
• Graphic design and print
• Communications training
HSE | Introduction to Communications Why work with us? • Our communications expertise and experience can help to make your project a success • We bring an outside view and can help put your key messages at the centre of your communications • By listening to you and understanding your objectives, we can help you achieve them • Everything we do is designed to provide you with professional communications support • Our teams are flexible, responsive and creative
HSE | Introduction to Communications
EXPERT
We deliver our work for you through 5
teams:
■ Client Services
■ Digital
■ News and Media
■ Programmes & Campaigns
■ Internal Communications
All five teams are made up of highly skilled, industry-leading professionals
with 100s of combined years of health-related communications expertise.
They work closely with communications colleagues in Hospital Groups and
CHOs nationwide.
HSE | Introduction to Communications
Our Communications Teams and Model
Programmes
Press & Digital Client Internal
&
Media Web Development, Services Comms
Campaigns Social Media, Data
Media Relations and Strategic Advice Employee
Events, Issues Behaviour Change, and Insights and Consulting Engagement,
Branding, Channel and Content
Marketing, Advice
Research
Hospital Groups/CHOs
HSE | Introduction to Communications
Your Communications Team
Whether you are considering We can work with you to Whether it’s marketing,
service change and troubleshoot immediate media or social media,
improvement, implementing needs and plan design or digital,
behavioural change or strategically for long-term engagement or editorial
communicating with staff and communications. services, we have the
stakeholders, we can help. experience and know-how
to help you make a
difference.
HSE | Client Services Client Services Expert communications advice for our divisions
HSE | Introduction to Communications
Client Directors
Client Directors are expert communications • Strategic communications and advisors to
professionals who are similar to consultants . They are HSE Divisions
there to help the divisions get the most from their • Significant experience in a senior
communications programmes and opportunities. They communications leadership role
manage the work through the support services provided • Proven experience of implementing
by the communications team. integrated communication strategies
The client director is the communications link person • Project management and co-ordination
and point of contact dedicated to the division they are • Create communications plans in partnership
working with. with the Division
• Assist with the business case for
Some HSE divisions are assigned a Client Director, communications support
who advises the Division on communications as well as • Media Relations and Issues Management
programme managing the communications elements of Consultancy
the division’s work.
HSE | Introduction to Communications
Our strengths
• Accumulated knowledge base and experience
• Relationship building across divisions and
stakeholders
• Integration with senior management
• Strategic focus
• Building capacity for Communications within
Divisions
• Client Director collaboration for cross divisional
programmes and projectsHSE | Introduction to Communications
Client Directors Administration
Support
Anthony Foran
National Services Social Care AMR/Infection Control
Laura Monaghan Angie O’Brien Audrey Lambourn
QID / HPSC / NIO / Division to be NAS and Brexit
Emergency Mgt. assigned
Carmel Cullen
Maurice Kelly Sandra Eaton
Acute Operations,
Primary Care NWIHP, winter plan
Sally Downing Ann MartinHSE | Introduction to Communications
Irish Language Service Team
The Irish Language Service Team provides
strategic communications advice to CHOs, • Advice re: Official Language Act and
Hospital Groups, Divisions, Programmes, statutory obligations
Office and Services in relation to their Irish
Language responsibilities. • Complaints handling and resolution
• Liaison with stakeholders
• Education and training in Irish
The team is committed to improving and
promoting the use of the Irish language in • Tools and supports for healthcare staff
the health service. • Translation ServicesHSE | Introduction to Communications
Our Strengths
• Detailed knowledge of Official Language
Act and statutory obligations
• Many years experience in Complaints
handling and resolution
Improve the • Relationship building across divisions
experience of those and stakeholders
who wish to be • Knowledge of the requirements of front
communicated with line services in relation to the Irish
through Irish Language
• Committed to the promotion of the Irish
language in the health servicesHSE | Irish Language Service
Irish Language Service Team
Irish Language Service Lead
Grade VIII
Cuimín Mac Aodha Bhuí
Sligo,Leitrim,Donegal
ICON
Irish Language Officer
Bairbre Úi Theighnéain
Acting Grade VII
South Dublin, Kildare, Laois, Offaly,
Wicklow, Longford, Westmeath,
Irish Language Officer Irish Language Officer
Carmel Mac Domhnaill Bríd Ní Chualáin
Grade V Grade V
North Dublin, Clare, Limerick, North Meath, Galway, Mayo, Roscommon,
Tipperary, Louth, Cavan, MonaghanHSE | Programme & Campaigns
Programmes
and Campaigns
Making it easier to find services
and make healthy choicesHSE | Introduction to Communications
Programmes and Campaigns
Scale and Reach On Target
Our Programmes and We also co-ordinate many
Campaigns team lead on small or medium scale
programmes that require longer- communications
term planning and insights, programmes each year,
including all programmes that combining great insights,
involve marketing or brand good planning and
development. Our award-winning effective implementation to
and effective work, like Dementia: get the results our services
Understand Together, QUIT, Ask need.
About Alcohol is done hand-in-
hand with HSE service teams.HSE | Introduction to Communications
INSIGHT
From our experience, we believe that understanding people is the
key to successful communication. We can help you use consumer
and audience insights to make your projects more effective.HSE | Introduction to Communications
We can help you with:
• Research and insights
• Marketing and behaviour change campaigns
• Strategic planning
• Patient, public and staff engagementHSE | Introduction to Communications
You’ll find our team on the first
Programmes and Campaigns floor in HSE Cornmarket
Cornmarket Tel: 01 92 13925
Fidelma Browne Cork Tel: 021 4928521
Head of Programmes and
Campaigns
Aoife O’Sullivan Roisin Guiry
Lynda Murphy
Campaigns Director Campaigns Director
Communications Executive
Smoking, Sexual Wellbeing, HEAL, Mental Dementia, Screening, Alcohol, Child
Health, Health, Research Programme
Norma Deasy Aghna Harte Cairin Conway Sandra Hogan
HEAL, HSElive Screening, HPV
Vaccine MyChild, Breastfeeding Primary Care Schemes
Rachel Wright Sonya Sheils Fiona Foley
QUIT, Resist
Dementia, Alcohol Dementia Community
Aoibheann Ní Darina Carr
Shúilleabháin Sorcha Nic Mhathúna
Flu Vaccine, Injury
Sexual Wellbeing, Units, Research MyChild (Mat Leave)
SATU, My OptionsHSE | Digital Digital With digital we can make a big impact, without a big spend
HSE | Introduction to Communications
Digital
We can help you to make
the most of the digital
world – from providing
your services online to
sharing content with your
patients, your team, or
the public.HSE | Introduction to Communications
Digital
The digital team is responsible for:
• Social Media
• Content Design
• Digital Development and User Experience
• Digital Marketing
All this is underpinned by Insights and analytics.
We are also responsible for:
• Management of digital publishing platforms
• Digital Roadmap design and implementation
• Extranet Development
• User testing and accessibility
• Editorial and Quality AssuranceHSE | Introduction to Communications
Good content and good analysis
Digital Social
Data + Media +
Content +
Analytics Marketing
Tools
Our team build
responsive, user-friendly We use data and analysis to Our social media experts
digital products, and find out what is working well provide strategic support,
provide training and and where we need to advice and training. Social
support for you to design improve – making sure our media presents a great
and publish content that content and our channels opportunity to engage – we
communicates effectively reach their potential. can help you to make the
with users. most of it.HSE | Introduction to Communications
Social Media
The Digital Team manage social media on behalf of the
health service. Our aim is to
• Community Management
• Calendar Management
• Insights and Analytics
• Digital Social Marketing
• @HSELive, @HSEQuitteam, @HSEbreastfeeeding
• We manage 15+ social channelsHSE | Introduction to Communications
Web HSE.ie receives 35,000,000 page views per year. It is
the core health service website
The digital team are in the process of finalising a
roadmap for the transformation of the online user
experience. As part of the implementation of the digital
roadmap we will be rationalising our 30+ standalone
websites into three core sites.
The implementation of this roadmap will help our users
navigate and engage with health services and manage
and improve their own health and wellbeing.
We are currently working on content design for
dementia, alcohol, child health and medical cards.HSE | Introduction to Communications
HSE Live HSELive is our omni-channel customer support
service and is the first public sector organisation to
deliver information through webchat. Customer
satisfaction with this new service is 89%.
2018 Contacts
• • 150 Live Chats per day
• • 230 calls per day
• • 130 emails per day
They are based in Ardee, Co LouthHSE | Introduction to Communications
Digital Team
A/Head of Digital
Ben Cloney
Content Team UX Team Digital Marketing Social Team Delivery HSElive
& Analytics
Content Experience Manager Digital Dev & UX HSE Live Team Leader
Digital Marketing & Digital Delivery Manager
Manager Social Media Manager
Brian Malone Projects Lead Catherine Doyle Geraldine Charman
Ulla Devitt (Mat Leave) Muiriosa Ryan
Adrian Sweeney
Digital Content Lead Digital Content Lead Social Media & Data Operations Supervisor
Digital Dev & UX Lead Digital Marketing Executive Analytics Lead Digital Delivery Executive
Andy Osborn Steve Cummins Louise Cooney Aoife Ward Edel Brennan Olivia Walsh
Frances Plunkett (Mat
Leave)
Digital Content Executive Social Media & Data Quality & Data Analytics
Digital Content Lead Digital Executive Analytics Lead Supervisor
Digital Dev & UX Lead
Martina Banville Smith
Peter Dineen Marcus Looney Tom Fitzpatrick Suzanne McGee
Amy Browne
Digital Content Executive Social Media Executive Customer Service Staff
Content Executive
Jen Davis Áine O’Connell 15
Gordon Ryan
Social Media Executive
Bronagh McDermottHSE | Press & Media Press & Media Do you want the good news or the bad news?
HSE | Introduction to Communications
Press & Media
Media Relations Issues Management
Our News and Media team of specialists When serious issues arise, we offer a
deals with broadcast, print and online crisis management service based on
media on a daily basis. The Press Office years of experience. We can also train
responds to approximately 5,000 queries and support your team to prepare for
each year. We gain positive coverage for broadcast and print interviews, and we
the health services through proactive provide a daily news digest tailored to
engagement with the media. your needs.HSE | Introduction to Communications
We can help you with:
• Strategic planning and management of
communications
• PR advice
• Public information and awareness messaging
• Issues management
• Support and Media Training for HSE Staff
• Media Relations and proactive engagement
• Media analysisHSE | Introduction to Communications Proactive PR & Public Information:
HSE | Introduction to Communications
Press and Media Team
A/ Head of Press &
Media
Stephen McGrath
A/Deputy Head
Mary Gleeson
Press Officer Press Officer Press Officer
Lynne Caffrey Amanda Kenny Oonagh O’Mahony
Administrator
Stephen BensonHSE | Internal Communications Internal Communications Amplifying our employee voice and building our internal networks
HSE | Introduction to
Communications
Our Team
Emma Finn
Head of Internal Communications
Ann McLoone
Internal Communications Lead
Yvonne Costello
Internal Communications Lead
Jennifer Carrie Amy O’Neill
Internal Communications Internal Communications
Executive ExecutiveHSE | Introduction to Communications
Internal Communications
We are a newly established team set up to manage communications
between staff, management and senior leaders.
We are responsible for:
• creating and implementing the internal communications strategy
for the HSE;
• managing the HSE intranet, broadcast mails, and Health Matters;
• developing internal comms channels, including digital, to support
effective communication across the HSE;
• creating and sourcing engaging content for targeted messaging;
• connecting our colleagues to facilitate collaboration, two-way
conversation and feedback across all functions.HSE | Introduction to Communications Internal Communications We can advise and help you with: ● Targeted internal communications campaigns ● Internal audience reach and segmentation ● Employee engagement and behaviour change
HSE | Communications Business Team Comms Business Team Ensuring it all runs smoothly
HSE | Introduction to Communications
Communications Business Team
Business Manager
We manage;
Mary Brodie
• SAP financial budgets
• HR SAP Carla Crosby
• Training
• Network events
• Lean process Anthony Foran Jennifer Magee Ronan Fennell
• FOI/ PQ's
• Compliance
• CPG process
• & much more
for the Communications DivisionHSE | Introduction to Communications
How to get started with a project
We meet weekly to assign support to new projects
All you have to do is complete a short introductory plan
Ask anyone in the Communications Division for help talk to one of our
teams, or start with your Division’s Client DirectorHSE | Introduction to Communications
We get results
35,000,000 pages viewed on HSE.ie each year
70,000 fewer smokers
in Ireland since Gerry Collins’ QUIT ad aired
215,653 children
have been signed up for a GP Visit Card Under 6sHSE | Introduction to Communications We get results 2096 staff teams submitted entries for the Health Service Excellence Awards 92% of adults would recommend yourmentalhealth.ie to a friend in need 16,000,000 people are within one retweet of @HSElive’s top 200 followers
HSE | Introduction to Communications
Talk to you soon
Media Issues - press@hse.ie
Digital Enquiries - digital@hse.ie
Programmes and Campaigns - crpg@hse.ie
Internal Communications – internalcomms@hse.ie
www.hse.ie/communicationsHSE | Introduction to Communications
Internal Comms News and Media
01 92 13913
Quick Contacts 087 720 4853 / 087 340 5540
internal.comms@hse.ie press@hse.ie
Ciara Ní Ruairc, Stephen McGrath, Mary
Emma Finn, Yvonne Costello,
Client Directors Jenny Carrie, Amy O’Neill Gleeson, Emma Lynam, Stephen Benson,
Amanda Kenny, Lynne Caffrey
HCAI/AMR Acute Hospitals
Campaigns
Social Care Ann Martin 01 92 13925
Angie O’Brien Audrey Lambourn
076 695 9950 crpg@hse.ie
091 775474
021 492 8522 087 0610848 Fidelma Browne, Róisín Guiry, Aoife O’ Sullivan,
087 2422522 087 9889264
annt.martin@hse.ie Joanne Weston, Lynda Murphy, Aghna Harte,
angie.obrien@hse.ie audrey.lambourn@hse.ie
Norma Deasy, Rachel Wright, Emer Clarke, Sorcha
QI, Health Protection, Nic Mhathuna, Fiona Foley, Aoibheann Ni
Primary Care NAS
Emergency Mgmt Shuilleabhain, Darina Carr
Sally Downing Carmel Cullen
01 8131847 Maurice Kelly
01 92 13931 01 92 13929
087 1128237
Sally.downing@hse.ie
087 2590215
carmel.cullen@hse.ie 086 8384863 Digital
maurice.kelly@hse.ie 01 92 13959
NCCP digital@hse.ie
Sandra Eaton OoCIO Ben Cloney, Brian Malone, Adrian Sweeney,
01 86 59382 Laura Monaghan Geraldine Charman, Muiriosa Ryan,
087 2862740 01 635 2624 Catherine Doyle, Ulla Devitt
sandra.eaton@screeningservice.ie laura.monaghan@hse.ieYou can also read
