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by GK Strategy 20th October, 2014
3 min read

Digital drives health service improvements

Social media use by businesses and other organisations has ballooned in the last decade and in particular over the last couple of years. This is not a trend which will soon dissipate.

The difficulty evidencing ROI for social media has been an ongoing discussion within Marketing and PR Departments for a while now, but this is changing thanks to new technology and wider corporate involvement on assessing the impact of social on the bottom line.

Innumerable companies have successfully reduced their costs, improved their customer service and driven significant revenue increases through improving their social media strategies.

Indeed one large telecommunications company estimates their strategic focus on a more targeted and comprehensive social plan caused a 6% increase in store traffic, a 45% decrease in call volume and a 800% social fan base growth, all within the space of a few months.

In the same way, NHS organisations – Trusts in particular – are increasingly promoting the benefits of digital engagement and some are already pioneering a new primary method of communication within the service.

The payback could be huge: empowering patients through a more rapid and responsive customer feedback service; allowing those patients a better insight into the pressures health professionals and organisations face on a day to day basis; reducing customer service and other communications costs and creating a better overall public understanding of the challenges and opportunities within the NHS.

Digital must be a key element of the NHS journey to becoming more flexible, responsive and efficient whilst continuing to improve care quality.

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