HSE Communications An Introduction to

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HSE Communications An Introduction to
An Introduction to
HSE Communications
HSE Communications An Introduction to
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 Communications An Introduction to
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 Communications An Introduction to
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 Communications An Introduction to
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 Communications An Introduction to
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 Communications An Introduction to
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 Communications An Introduction to
HSE | Client Services

Client Services
Expert communications
advice for our divisions
HSE Communications An Introduction to
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 Communications An Introduction to
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 projects
HSE | 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 Martin
HSE | 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 Services
HSE | 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 services
HSE | 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, Monaghan
HSE | Programme & Campaigns

         Programmes
         and Campaigns
         Making it easier to find services
         and make healthy choices
HSE | 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 engagement
HSE | 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 Options
HSE | 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 Assurance
HSE | 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 channels
HSE | 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 Louth
HSE | 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 McDermott
HSE | 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 analysis
HSE | 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 Benson
HSE | 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                                                   Executive
HSE | 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 Division
HSE | 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 Director
HSE | 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 6s
HSE | 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/communications
HSE | 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.ie
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