Surrey Winter Preparedness Campaign 2019/20

Communications Strategy & Plan

September 2019 – Final

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1 Background

Surrey organisations (part of the Health and Wellbeing Board and wider partners) have worked together on a county wide winter preparedness campaign for the last five years. The main campaign has focused on NHS England’s Stay Well This Winter initiative, which has been used to incorporate other Surrey key winter messages.

Taking into account rises in unplanned hospital admissions and A&E attendances, seen nationally and locally every winter, as well as increased cases of seasonal flu during winter, which can lead to health complications, it will be crucial that we have a robust, evidence-based plan and activities in place that will support the additional demand for healthcare over the key summer and winter months.

Effective communications will be a key part of this and a broad-reach communications and engagement strategy for 2019/20 has been developed in collaboration by members of the Surrey Health and Wellbeing Board communications sub group who have come together to align our plans and develop a system-wide approach to communications and engagement that builds on activity undertaken in 2018/19.

This strategy includes a range of channels including a media and social media campaign, internal communications, stakeholder updates, use of digital media, primary care communications, printed collateral and events, as well as targeted communications at clinical at risk flu groups and other key audiences.

The Health and Wellbeing Board communications sub group brings together the following organisations, which have contributed to discussions and the development of this plan:

Ashford and St Peter’s Hospitals NHS Foundation Trust Community Pharmacy Surrey & Sussex CSH Surrey District & Borough Councils East Surrey CCG Epsom and St Helier University Hospitals NHS Trust North East Hants and Farnham CCG South East Coast Ambulance NHS Trust Surrey and Borders Partnership NHS Foundation Trust Surrey County Council Healthwatch Surrey Surrey Heartlands Primary Care and Primary Care Networks Surrey Heartlands CCGs Surrey Heath CCG Royal Surrey County NHS Foundation Trust

Clearly all partners have an important role to play in the effective management of busy seasonal periods and the additional demands for healthcare. This plan sets out a joint approach that will ensure communications activity is: co-ordinated; supports the local system and; reflects the national Stay Well this Winter campaign. A co-ordinated approach will reduce duplication of effort by local comms teams and achieve greater impact through shared messages that are issued on behalf of all partners, where appropriate, helping to convey that the system is working even more closely together in a new and different way.

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2 NHS National Campaign Overview

2.1 Stay Well This Winter 2019/20

The Stay Well This winter (SWTW) campaign has encouraged preventative self-care to help ease the pressure on NHS services since 2015. The campaign - focused primarily on flu and ‘first signs’ - has been supported each year by local NHS trusts, CCGs, local authorities, charities and commercial sector partners.

There are three main pillars of winter communications;

Prevention: Change public behaviour to help prevent pressures on the urgent and emergency care system during the winter period.

Preparedness: Build awareness of the work that the NHS is implementing to be prepared for the winter period

Performance: Ensure the health and care system responds to all reputational issues associated with performance during the winter period in a co-ordinated and credible way.

This year’s campaign will again include NHS 111, Stay Well Pharmacy, and GP Extended Access.

We also aim to include communications activity for a learning disability audience. We want to ensure we have easy-read materials and messaging in place where possible.

2.2 Help Us to Help You

Last year’s national campaign evolved towards a new brand style called Help Us Help You.

Help Us Help You is an overarching brand which unifies a family of campaigns, incorporating messages about flu, staying well in winter, NHS111, pharmacy and GP extended hours. It encourages people to develop a reciprocal relationship with the NHS, take appropriate actions (e.g. getting the flu vaccination or accessing the appropriate service) to better enable the NHS to help them, and presents the NHS as a team of experts ready to give people the care and help they need.

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3 Objectives

Objectives have been reviewed and agreed by the Health & Wellbeing Communications Sub-Group.

3.1 HWB Communications Plan Objectives: Deliver a co-ordinated approach to winter health messaging for the benefit of

residents/patients in Surrey To ensure that local messaging supports and builds on the national campaign, whilst

meeting the needs of Surrey residents/patients Demonstrate that the different agencies are working together to communicate key

winter wellness messages, thereby enhancing the reputation of all involved Increase use of social media by partners

3.2 Campaign Objectives: Raise awareness of key campaign messages among Surrey residents through

campaign exposure (including keeping warm, having a well-stocked medicine cabinet, self-care and knowing to recognise early signs of illness and when to seek help as part of the focus on prevention and keeping people well.

Raise awareness of the flu vaccination programme for clinical at risk groups and the health benefits of getting protected. Raise awareness amongst broader audience regarding value of flu vaccination.

Raise awareness of where to seek help if people need health advice or become unwell, including advice from pharmacies, extended GP access and NHS111 as sources of information and advice, with A&E and 999 for emergencies. Also use this an opportunity to raise awareness of the increased demand for healthcare over the winter period and how to choose the most appropriate service (i.e. Help us to help you message).

Provide reassurance that local health and care organisations are ready for winter and have plans in place and are working together and the role people can play in ‘helping’ the system as per the national campaign.

Increase uptake of flu vaccinations for people in clinical at risk groups, building on the increased uptake we saw in 2018/19 across some audiences, and with more focus on the audiences we saw a slight decrease in uptake).

3.3 Communications related risks include:

Outside pressure causes one or more partners to deviate from agreed plan leading to inconsistent messages to residents/patients (individual communication plans for each STP footprint)

New national campaign currently being drafted could contradict with some of the issues/solutions identified locally

3.4 Objectives and reduction of risk will be achieved by:

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partners flag any other pressures to the sub-group early on with the intention of agreeing a joint solution

maintaining the joined-up approach through the Health and Wellbeing Board and the Comms sub group and ensuring that all partners communicate any issues early on

reviewing national campaign as soon as it is released and amending the local campaign accordingly

a regular and timely flow of information between partners a review of the national campaign as soon as it is released to align messaging with

the local campaign

Communication and engagement activity will be monitored throughout the campaign and messages and approach will be tailored in response to feedback and evaluation of effectiveness. For more information about evaluation methods and techniques see Section 7 on Evaluation.

4 Campaign approach by phase and key messages

4.1 National Campaign – Help Us, Help You Stay Well This Winter

An integrated multichannel campaign, aimed to ease seasonal pressure on NHS urgent care and emergency services. The objective is to ensure that those people who are most at risk of preventable emergency admission to hospital are aware of, and wherever possible, are motivated to take those actions to avoid admission by getting the flu vaccination; taking prompt action at first signs of feeling unwell; and be prepared and self-care.

Help Us Help You seeks to unify a family of campaigns, incorporating messages about flu, staying well in winter, NHS111, pharmacy and GP extended hours. There will be three call to actions:

o Help Us Help You Stay Well This Wintero Help Us Help You Know What To Doo Help Us Help You Before It Gets Worse

This year there are six phases to the campaign:

Phase 1 – NHS 111 (21 October – 16 February 2020)

The NHS 111 phase of the winter pressures campaign starts on 21st October and will run until 16th February.

The aim of this phase is to increase the number of people calling 111 when they have an urgent, but non-life-threatening medical need so that they can be directed to the most appropriate service. In turn, this will help reduce the number of people attending A&E or calling 999 with non-serious or life-threatening conditions

The primary audience is all members of the public over the age of 16, with a focus on groups that NHS statistics show to be more frequent users of A&E departments such as parents with children aged 0-4 and over 65s

A targeted PR activity will be taking place at the end of October to communicate the overarching proposition of ‘Help Us, Help You’ to key broadcast, national and consumer media. There will be a regional template press release to support this activation.

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Phase 2 – Stay Well This Winter flu vaccination programme October 2019 The flu vaccination phase will run from 10 October – 10 November 2019 with aims to

promote flu vaccination uptake amongst pregnant women, children aged 2-3 years, (targeting their parents), and those aged 16 -64 with long term health conditions, particularly respiratory diseases (e.g. COPD or bronchitis)

This activity will be supported with advertising, partnerships, PR, social media, specific Black, Asian and Minority Ethnic (BAME) and disability groups’ communications

Phase 3 – Stay Well This Winter (known as ‘Winter Response’ for 2019) November 2019 11 November – 8 December. Timed to run when the weather starts to turn noticeably

colder and our audiences recognise their vulnerability to winter illnesses. This phase (help us help you before it gets worse) to reduce the number of people

being admitted to hospital via A&E for serious respiratory ailments that could have been prevented with early access to effective treatment and management

The two priority audiences for this activity are older people, particularly those who are frail and over 70, and working age people with long-term health conditions

Phase 4 – Extended GP access December 2019 The aim of this work is to increase the utilisation of GP appointments at evenings and

weekends and awareness of extended GP hours. Messaging will primarily be targeted at groups who find it harder to access GP appointments during normal appointment times and are therefore more likely to access healthcare through urgent and emergency care services

This means priority audience segments are working adults aged 20 to 40 years of age and self-employed adults

There will be no national push for this phase, but assets made available to support at local level.

Phase 5 – NHS 111 online ongoing from October 2019 The strategic aim of this phase is to raise awareness of the NHS 111 online service

and increasing the number of people accessing the NHS 111 service, via phone or online, when they have an urgent, but non-life-threatening medical need, so that they can be directed to the most appropriate local service

The primary audience is all members of the public over the age of 16

Phase 6 – Pharmacy Ongoing from November 2019 This phase aims to increase people’s use of community pharmacy services by

encouraging them to access clinical advice and support or access self-care information.

This primary audience for this campaign is all adults who are suffering minor health conditions that do not require a GP appointment, with a particular focus on parents and carers of children under the age of 5

The campaign is running at this time of year to target our key audiences prior to the Easter period when GP surgeries will be closed for four days

National campaign packs are available to order now and will be ready by mid-October 2019.

Our local campaign is consistent with this campaign and adds value by promoting local offers and services. The Winter Wellness Toolkit outlines the key messages and is a local signposting resource for front line staff.

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4.2 Key themes for winter preparedness:

Keep wellPromotion of flu jab, getting help early before conditions get worse, use of 111 and community pharmacies, Self-Care: eating well, keeping hydrated, keeping active, hand hygiene, maintain emotional and mental wellbeing

Keep warmAdvice on how to keep warm, optimum temperatures, where to get help (e.g. grant funding, Action Surrey), winter warm packs, use of social centres for elderly

Be prepared and safePlan ahead, avoid falls, fill repeat prescriptions in good time during public holidays, stock your medicine cabinet appropriately (including messaging from the keep antibiotics working campaign), know where to go for help, join the priority services register, know your neighbour, write a flood plan. Plus links to Surrey Prepared community resilience campaign.

The phases of the campaign will have their own toolkits which will be uploaded to the Knowledge Hub, along with accompanying digital assets.

We ask partners to promote the campaign using #HealthySurrey in digital communication to help with evaluation, and direct audiences to the appropriate pages on www.healthysurrey.org.uk.

4.3 Target Audiences

Residents

Carers (including young carers) Carers are a key group for vaccination as they could pass the flu virus on to the person they care for, even if they have no symptoms themselves. In addition, if they are ill from flu, they will be unable to carry out their caring duties, leaving their dependents in a vulnerable or even dangerous position.Carers in Surrey will be able to access free flu vaccination, if they obtain a Surrey Carers Flu Voucher, available from carer support groups, like Action for Carers. They will be then directed to participating community pharmacists (150 of 216 Surrey-wide), often viewed as the most convenient, easy access alternative to GPs. Adult carers (18+) can receive vaccines from their pharmacists. Young carers should book in with their GP for the nasal spray.

Family/Friends/Neighbours – will be asked to keep a look out for the vulnerable and frail during the winter months. Practical winter advice and signposting help will be offered throughout the winter period.

Health and social care professionals and key partner agencies. Health and social care colleagues play an important role in helping to reduce the spread of infection to their patients, their co-workers and wider communities. In addition to key frontline health and social care staff being eligible for vaccination, this year, all care home workers and hospice workers can go to their GP or community pharmacy with their payslip or ID badge in order to confirm their identity and they should be able to get their flu vaccine.

Vulnerable people as targeted by the national campaign

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All children aged two to nine on 31 August 2019o Children are super-spreaders of flu – vaccinating eligible children can protect

more vulnerable members of the community.o Flu can be very nasty in small children and in some cases lead to

hospitalisation.o Children aged 2-3 years will be given the vaccination at their general practice,

usually by the practice nurse. o For most children, the vaccine will be given as a spray in each nostril. This is

a very quick and painless procedure.o Children in school years Reception to Year 5 are now eligible for a flu

vaccination. This will be offered in school.

Pregnant Womeno The immune system is naturally weakened during pregnancy meaning the

mum-to-be may be less able to fight off infections.o A pregnant woman who catches flu is more likely to need admission to

hospital than a woman who isn’t pregnant.o Flu can be serious for unborn and new-born babies and can lead to

premature birth, low birth weight, stillbirth or even death in the first weeks of life.

o Pregnant women can get the free flu vaccine from their GP, or it may also be available from the pharmacist or midwife.

Those 65 years and overo Human immune defences become weaker with age meaning people 65

years and older are at greater risk of serious complications from the flu compared with young.

o This year there’s a new booster vaccine for over 65s, which is more effective in helping their immune system develop protection to flu.

Those in long-stay residential care homeso Care home residents will often be aged 65 or over and/or have underlying

medical conditions which increase their risk from flu.o The care home setting, where there is considerable close contact with

many other people, can lead to flu spreading easily.o Care home residents, along with housebound older people, are a priority

for GPs and will be among the first to be vaccinated.

People with learning disabilities and their carerso People with learning disabilities, their family carers and paid supporters are

entitled to a free flu vaccination.o People with learning disabilities are less likely to get the flu if the people

around them have also been vaccinated. Family carers can get a free flu vaccination as well as health and social care workers.

o People with learning disabilities are more at risk of respiratory problems and catching flu can cause potentially fatal complications.

o Adults with learning difficulties who become seriously distressed by needles can be offered the nasal spray as an alternative.

Those aged six months to under 65 years in clinical risk groups (e.g. living with long-term health conditions such as bronchitis, emphysema, diabetes or asthma)

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o For those with a long-term health condition the effects of flu can make it worse, even if the condition is well managed and the individual normally feels well.

o Flu complications like bronchitis or pneumonia can result in hospitalisation.

4.4 Advocate Audiences & Channels

Patient Participation Groups

Community groups e.g. Parish Councils; Residents Associations

Elected Members and local opinion formers

Media - To include local press, radio and TV (nationally led)

5 Communications Channels & Owners

Channel OwnerHealthy Surrey websitehttps://www.healthysurrey.org.uk/your-health/seasonal-advice/winter

Shannon Mulkerrins

Surrey Information Point website Siobhan Abernethy

Social media channels including Twitter and Facebook

All partners. Full list of channels available in Appendix 1.

Surrey ‘Winter Wellness Toolkit’ for professionals

Shannon Mulkerrins/Anita Keneipp

Partner organisation websites All partners. Full list of channels available in Appendix 1.

District and Borough Resident Magazines Liz Rice and Carolyn Patterson - Districts and Boroughs

Surrey Matters e-newsletter SCC – Laura Downton/Catherine Jevans

Intranet sites (for internal colleagues) All partners

Face to face through BAU contacts with residents/patients

CCGs/STPs/ICS – Kellie Heath/Nisha PawarAdult Social Care – Laura DowntonChildren’s Services – Laura DowntonFire and Rescue – Laura DowntonDistricts and Boroughs – Liz Rice and Carolyn PattersonVoluntary Groups – all to confirmHospitals - CCGsCommunity providers – all to confirmHealthwatch Surrey – Laihan Burr DixonCommunity Resilience Team – Laura Downton

Posters/leaflets All partners (collateral available nationally and distribution to be co-ordinated (TBC).

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Packs automatically delivered to GP practices and community pharmacists

Local press (to be defined by each stakeholder)

To be co-ordinated as part of joint campaign

Customer services (frontline staff) All partners

Environmental Health; Housing Officers; Care & Repair teams

Liz Rice and Carolyn Patterson District and Boroughs

Radio - BBC Surrey, Eagle Radio, Radio Jackie, Radio Susy

National campaign (TBC by NHSE/NHSI)Local messages via joint radio campaign (if funding is obtained)

TV - BBC Surrey; Meridian National campaign (TBC by NHSE/NHSI)

Local Councillors (as ambassadors) Districts and Boroughs and SCC – Liz Rice/Laura Downton and Carolyn Patterson

Health and Social Care Professionals (as ambassadors)

CCGs/STP/ICSAcutesCommunity providersAdult Social Care Children’s centres

Parish Councils Liz Rice/Carolyn Patterson Districts and Boroughs

Residents Associations Liz Rice/Carolyn Patterson Districts and Boroughs

Community websites e.g. Eagle Radio Community pages, Surrey Residents Network

Healthwatch Surrey

Voluntary sector SCC, Healthwatch Surrey, Surrey Community Action

Community Transport Carriers CCGs, Liz Rice/Carolyn Patterson Districts & Boroughs

Libraries Laura Downton

Community Connectors

Community/social centres Liz Rice/Carolyn Patterson Districts and Boroughs

Social housing providers Liz Rice/Carolyn Patterson Districts and Boroughs

Learning disability teams SCC – via ASC information and advice teamSiobhan Abernethy to confirm

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Care homes SCC – via Surrey Care Association and Adult Social Care/PHSiobhan Abernethy to confirm

GP surgeries Covered nationally. CCGs to confirm.

Hospitals Acutes

British Red Cross, Age UK/CAB/YMCA/Care and disabled agencies

Local countywide agencies. Siobhan Abernethy to confirm.Surrey Community Action

Pregnant women and midwives Acutes/GP practices/CCG

Carer support schemes Siobhan Abernethy to confirm

Food banks TBC

Community pharmacies Covered nationally. Sandra Lamont to confirm.

Health Visitors Amy Brett-Schneider, Senior Communications Manager, Children and Family Health Surrey amy.brett-schneider@nhs.net pauline.bigwood@nhs.net

Display Screens in GP Practices Kellie Heath, Surrey Heartlands CCGsNisha Pawar – Surrey Heath CCG

Display Screens in District and Borough receptions

Liz Rice/Carolyn Patterson District and Borough Councils

Children’s Centres SCC – Laura Downton/Catherine Payne

Nurseries SCC – Laura Downton/Catherine Payne

Family Information Centre SCC – Laura Downton/Catherine Payne

Schools SCC – Laura Downton/Dave Whitehead

Bus stop posters SCC - Laura Downton/Laurie Taylor

6 Resources It is intended to make full use of the campaign materials and guidance that will be made available by the national integrated campaign being led by PHE/NHSE once finalised.

7 EvaluationEvaluation will take place in line with the objectives and through existing channels. These include:

media coverage number of local and national campaign materials distributed feedback from key stakeholders

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visits to the Healthy Surrey website and to relevant content on other websites

social media engagement – use of hashtag #healthysurrey, NHS published data e.g. attendances at services such as A&E, NHS 111, flu

immunisation uptake Use of One Stop Surrey form

The primary outcomes of the evaluation will be as follows (split by objectives):

Understanding of where to get help No. of people downloading Winter Wellness Toolkit No. of Healthy Surrey website hits No. of retweets and shares of messages Use of agreed hashtag #healthysurrey No. of new Twitter followers

Be prepared Flu immunisation uptake data No. of people contacting Action Surrey and other (agreed)

Keep well No. of people attending appropriate health services No. attending A&E No. attending GP practices No. calls to NHS 111

Keep warm No. of people applying for energy efficiency grants via Action Surrey

A full list of KPIs, agreed by the HWB are laid out in Appendix 2.

Results will be fed back by each KPI owner to Anita Keneipp on a monthly basis, unless otherwise stated (Appendix 2). Anita Keneipp will hold the HWB Winter Campaign dashboard of which all monthly results will be collated.

A formal evaluation of all results will be undertaken at the end of the winter period (March 2020) and a report formulated, including performance against KPIs.

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8 Action plan

Activity When Who Completed and actual tacticsConfirm NHSE national campaign timings

ASAP Kellie Heath Complete. Confirmed for mid-October and will notify group once received (although many will automatically receive PHE notification)

Confirm details and timings of community pharmacy NHS 111 referral service, and confirm messaging to be included in comms

ASAP Sandra Lamont Complete: The CPCS will take referrals to community pharmacy from NHS 111.

Confirm if NHSE/PHE collateral packs are sent direct to pharmacies/GPs

ASAP Kellie Heath Complete: Packs will be sent directly to pharmacies/GPs

Confirm if grant funding/fuel poverty comms are required for 2019/20 campaign (Pg 7)

ASAP Laura Downton Complete: this is referenced in HWS priority one draft implementation plan. Comms needed on this as with last year (but not specifically referencing the strategy at this stage)

Create/Collate ‘stakeholder comms pack’ for all to send out to own stakeholders (suggested cover letter/email, Winter wellness toolkit, link to more info)

End of September

Anita Keneipp In process

Update Healthy Surrey website with messaging/collateral and share links with wider group

By mid October

Shannon Mulkerrins In process

Compile/confirm full list of social media accounts and websites

Mid-September

Kellie Heath/Anita Keneipp/All

Complete. Full list provided pg 18

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Activity When Who Completed and actual tacticsUpdate the Winter Wellness Toolkit for stakeholders

By mid -October

Shannon Mulkerrins

Confirm names and contacts of District and Borough councils – ensure briefed on Winter Comms campaign/confirm participation

By mid-September

Liz Rice – rep of District Borough councils

Complete: Liz Rice and Carolyn Patterson will represent the 11 D&Bs and report on participation etc.

Confirm if Surrey Matters E-newsletter is still active channel. If so, confirm availability and copy deadlines/specs.

By mid-September

Laura Downton Complete: Surrey Matters is an active channel and copy deadlines confirmed

Confirm article in Public Health bulletin

October issue Shannon Mulkerrins

Confirm/Finalise list of assigned owners for each stakeholder (in order to engage/disseminate campaign materials/messaging)

By mid-September

Anita Keneipp Anita to email the list to group.In process: Have not received a complete response yet.

Confirm Healthwatch Surrey contact - ensure briefed on Winter Comms campaign/confirm participation

By mid-September

Lucy Razveeva Action: LR to confirm with Laihan

Co-ordinate dissemination of collateral if required (once confirmed who receives direct from NHSE)

October Kellie Heath to coordinate

All to disseminate amongst stakeholders

Collateral due mid-Oct.

Create joint press plan/launch press release/list of spokespeople

By mid-September

Kellie Heath/Laura Downton

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Activity When Who Completed and actual tactics

Confirm if budget available for winter comms media

31 August All to confirm for own organisation.

Anita Keneipp to collate/confirm.

Complete: no budget confirmed

Confirm engagement of:Learning disability groupsAge UK Surrey, Age Concerns, Citizens Advice, disabled groups and networks, user-led organisations eg Surrey Coalition of Disabled People, carer groups, Action for Carers Surrey, voluntary community and faith sector

Siobhan Abernethy Complete

Care homes CCG leads (Anita Keneipp)

Confirm Engagement of:Adult social care servicesChildren’s ServicesFire & RescueCommunity Resilience teamsVoluntary sectorCommunity transport carriersLibrariesFood banksHealth visitorsChildren’s centres

ASAP Laura Downton Part complete: LD to circulate to comms leads for children’s (including children’s centres, nurseries, family info centres and libraries), fire and rescue, community resilience, schools and bus stop posters

TBC voluntary sector/food banks

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Activity When Who Completed and actual tacticsNurseriesFamily info centresSchools e-bulletinBus stop posters

Draft copy for all stakeholders taken from national campaign material (100 and 150 word versions)

ASAP and before 8th October

Kellie Heath Complete. Share for approval.

Ensure Surrey Information Point is up to date

October Siobhan Abernethy Complete.

Update Parish Councils, Residents Associations (via Ds and Bs)

Before 8th October

Liz Rice/Carolyn Patterson

Brief health sector e.g. GPs, A&E, Walk-in centres, pharmacies, NHS 111, community health services

October CCGs: Kellie Heath, Nisha Pawar

Collate/confirm list of key social media messages for inclusion in this plan

ASAP Kellie Heath/Shannon Mulkerrins

In process: final feedback being incorporated

Write copy and update display screens in hospitals and GP surgeries, shared with voluntary organisations e.g. Hubs

October Use National materialCCGs: Kellie Heath, Nisha Pawar

Take back to the full HWB Comms Subgroup

Create results dashboard for monthly results to be collated

To be complete once KPIs have been agreed by HWB.

Kellie Heath/Anita Keneipp

Complete: spreadsheet created and shared with group for review. Anita to be the holder and has incorporated feedback from the planning group.

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Appendix 1: List of social media accounts and websites supporting Winter Comms 2019/20

Organisation Social Media accounts Website

Ashford and St Peter’s Hospitals NHS Foundation Trust

Twitter: @ASPHFT http://www.ashfordstpeters.nhs.uk/

Community pharmacy Surrey & Sussex

Twitter: @CPSS_LPCs www.communitypharmacyss.co.uk

Healthwatch Twitter: @HW_Surrey https://www.healthwatchsurrey.co.uk/

CSH Surrey (adult community NHS services)

Children and Family Health Surrey

@CSHSurrey@CFHS_Surrey

www.cshsurrey.co.ukwww.childrenshealthsurrey.nhs.uk

Epsom and St Helier University Hospitals NHS Trust

Twitter: @epsom_Sthelier https://www.epsom-sthelier.nhs.uk/

Surrey and Borders Partnership NHS Foundation Trust

Twitter: @sabpNHS https://www.sabp.nhs.uk/

Surrey County Council Twitter/Instagram - @Surrey_Matters@SurreyNewsFacebook – Surrey Matters

https://www.healthysurrey.org.uk

Surrey County Council ASC – Surrey Information Point Facebook and Twitter www.surreyinformationpoint.org.uk

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accounts (name being changes from Surrey Disability Network)

Surrey Heartlands CCGs Twitter: @Surreyheartland @SurreyDownsCCG @NWSurreyCCG @NHSGWCCG

http://www.surreyheartlands.uk/http://www.surreydownsccg.nhs.uk/https://www.nwsurreyccg.nhs.uk/http://www.guildfordandwaverleyccg.nhs.uk/

Surrey Heath CCG Our Twitter handle is @SH_CCGOur Facebook is @NHSSurreyHeathCCG

www.surreyheathccg.nhs.uk

Royal Surrey County NHS Foundation Trust

Twitter: @RoyalSurrey https://www.royalsurrey.nhs.uk/

Guildford and Waverley NHS CCG    

 @NHSGWCCG     NHSGuildfordAndWaverleyCCG www.guildfordandwaverleyccg.nhs.uk

Surrey Downs NHS CCG  @SurreyDownsCCG     surreydownsccg www.surreydownsccg.nhs.uk

North West Surrey NHS CCG  @NWSurreyCCG     NWSurreyCCG www.nwsurreyccg.nhs.uk    

Surrey Heartlands CCG https://twitter.com/SurreyHeartland http://www.surreyheartlands.uk/

South East Coast Ambulance Service

@SECAmbulance facebook.com/secambulanceTwitter@SECAmbulance (18.4k followers)@SECAmbRecruit (1956 followers)

Facebook@SECAmbulance (6644 followers)@secambrecruitment (4049 followers)

www.secamb.nhs.uk

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Action for Carers Surrey Facebook:@ActionforCarersSurreyTwitter:@CarersSurreyInstagram:action_for_carers_surreyYouTubeAction for Carers Surrey

https://www.actionforcarers.org.uk/

Woking Borough Council Twitter: @WokingCouncilFacebook: @WokingBCInstagram: @WokingCouncil

 www. Woking.gov.uk

Spelthorne Borough Council Facebook @spelthornebcTwitter @spelthornebcInstagram @spelthorneboroughcouncilLinked In -  Spelthorne Borough Council

https://www.spelthorne.gov.uk/

Catalyst Twitter  @CATALYSTethos www.catalystsupport.org.uk

Reigate & Banstead Borough Council

Facebook: Love Reigate and Banstead / @reigatebansteadTwitter: @reigatebansteadInstagram: @reigatebanstead LinkedIn: Reigate & Banstead Borough Council

www.reigate-banstead.gov.uk

Tandridge District Council @TandridgeDChttps://twitter.com/tandridgedc

Facebook – Tandridge Council https://www.facebook.com/TandridgeCouncil/

www.tandridge.gov.uk

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Elmbridge Borough Council @ElmbridgeBC on Twitter www.Elmbridge.gov.uk

Runnymede Borough Council https://twitter.com/RunnymedeBChttps://www.facebook.com/runnymedebchttps://www.linkedin.com/company/runnymede-borough-councilhttp://facebook.com/WhatsOnInRunnymede

www.runnymede.gov.uk

Office of the Police and Crime Commissioner for Surrey (OPCC)

@SurreyPCC (Facebook, Twitter, IG)LinkedIn

https://www.surrey-pcc.gov.uk

Mole Valley District Council twitter.com/MoleValleyDCwww.facebook.com/molevalleydc/twitter.com/molevalley_lifewww.facebook.com/molevalleylife

www.molevalley.gov.ukwww.molevalleylife.co.uk

Surrey and Borders Partnership NHS Foundation Trust

@sabpnhs - Facebook@sabpNHS - Twitter

www.sabp.nhs.uk

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Appendix 2: Campaign KPIs

Objective Benchmark KPI Frequency Owner

Increase number of people downloading Winter Wellness Toolkit

71 100 Monthly Shannon Mulkerrins

Increase number of Healthy Surrey website hits

8655 10000 Monthly Shannon Mulkerrins

Use of agreed hashtag #healthysurrey

Monthly Shannon Mulkerrins

Increase number of new followers to Healthy Surrey twitter account

N/A TBD Monthly Shannon Mulkerrins

Twitter Poll: Awareness of campaign to date

N/A TBD Start December, end of February

Shannon Mulkerrins/Nisha Pawar

No. of people applying for energy efficiency grants via Action Surrey

N/A TBD Quarterly/End of Campaign Anita Keneipp

No. of people contacting Action Surrey and other (agreed) organisations

Anita Keneipp

Flu immunisation uptake- Pregnant women- Children 2-3 years

48.7%46.8%

50%49%

End of January. End of March. Kellie Heath – Surrey Heartlands CCGs

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- 16-64 with LT health conditions

- 65 and over

47.5%

70.7%

49.5%

72%

Nisha Pawar – Surrey Heath CCG

Sandra Lamont – Community Pharmacy Surrey & Sussex

Reduce number of people attending A&E for colds/flu

End of campaign Jamie Whitburn

Reduce number of people attending GP practices for colds/Flu

End of campaign Kellie Heath/Jamie Whitburn

Increase number of calls to NHS 111

End of campaign

No. of people applying for energy efficiency grants via Action Surrey

End of campaign Laura Downton (Anita Keneipp)

Attendance at new pharmacy referral service as part of NHS 111 service

End of campaign Sandra Lamont

Surrey Residents’ Survey

Increase in awareness of campaign: Can you remember seeing or hearing about this campaign this winter?

2017/18 – 73.6%2017/18 - 69.9%2016/17 - 67.4%

76.5%

End of campaign Anita Keneipp

Surrey Residents’ SurveyTV or Radio – 30.6% TBC on

End of campaign Anita Keneipp

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Of those who were aware, where did you see or hear about the campaign?

Surrey Matters magazine - 9.6%

Leaflet through the door – 12%

Health professions (GP or other Doctor, Nurse, Carer or Pharmacist) – 61.9%

Social Media – 11%

activity

TBC on activity

TBC on activity

70%

15%

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Appendix 3: Social messaging list for use by partners (to be inserted)

Proposed messaging

Flu Vaccinations

General – It’s flu season. Even if you don’t have symptoms, you can still pass on the virus to people who are more vulnerable such as the elderly and pregnant women. See more on how to access the flu jab on https://bit.ly/2OxHyQ6 #HealthySurrey #StayWellThisWinter

Pregnant - Pregnant? The flu jab is the best way to help avoid flu & any serious complications it can cause. It’s free because you need it, however many months pregnant you are and however healthy you might feel, protect you and your baby! See more on https://bit.ly/2OxHyQ6

Pregnant - Your immune system is naturally weakened during pregnancy meaning you may be less able to fight off infections such as flu, which can be serious for unborn and new-born babies. You can get the flu vaccine, free, from your GP. See more on https://bit.ly/2OxHyQ6

Pregnant - A pregnant woman who catches flu is more likely to need admission to hospital than a woman who isn’t pregnant. You can get the free flu vaccine from your GP, or it may also be available from your pharmacist or midwife. See more info on https://bit.ly/2OxHyQ6 #HealthySurrey

Learning Disability - If you have a learning disability, you are entitled to receive a free flu vaccination from your GP. The NHS has created this useful easy read guide to explain everything you need to know about flu and how to prevent it - http://ow.ly/giLT50vWbDA

Learning Disability - People with learning disabilities are less likely to get the flu if the people around them have also been vaccinated. People with learning disabilities, their family, carers and paid care workers are entitled to a free flu vaccination. See more: https://bit.ly/2OxHyQ6

Learning Disability - People with learning disabilities are more at risk of respiratory problems and catching flu can cause potentially fatal complications. If you have a learning disability, you are entitled to receive a free flu vaccination from your GP. See more: https://bit.ly/2OxHyQ6

Carers – Are you caring for someone? The Surrey Carers Flu Voucher scheme helps prove a person’s eligibility for a free flu vaccination to GPs and pharmacists. To get yours, visit: https://bit.ly/2OxHyQ6 #HealthySurrey #StayWellThisWinter

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Carers – Did you know as a carer, you are eligible for a free flu vaccination? The Surrey Carers Flu Voucher scheme helps prove a person’s eligibility for a free flu vaccination to GPs and pharmacists. To get yours, visit: https://bit.ly/2OxHyQ6 #HealthySurrey #StayWellThisWinter

Carers – As a carer, you could pass the flu virus to the person you care for, even if you have no symptoms. Protect yourself and those around you - carers are eligible for a free flu vaccination which you can receive at your GP or local pharmacist. See more: https://bit.ly/2OxHyQ6

Young carer – Are you a young carer? Make sure to protect yourself and those you care for by booking an appointment at your GP for your free flu jab today. If you’re under 18, the vaccine will be given as a spray in each nostril which is quick and painless! See more: https://bit.ly/2OxHyQ6

Long-term Health Condition - Do you have [SELECT ONE: heart disease/kidney disease/diabetes/bronchitis or emphysema]? Flu can be serious and lead to hospitalisation. Speak to your GP surgery or pharmacy today about getting your free flu jab, or see more info on https://bit.ly/2OxHyQ6 #HealthySurrey #StayWellThisWinter

Over 65s – Are you over 65? The flu virus can be far more serious than you think and can lead to serious complications such as bronchitis and pneumonia. That’s why the flu jab is free if you’re aged 65 or over. Visit your GP or local pharmacist for more information https://bit.ly/2OxHyQ6

Over 65s - Human immune defences become weaker with age meaning people 65 years and older are at greater risk of serious complications from the flu. You can book in with your GP or visit your local pharmacy for your free flu jab now. See more on: https://bit.ly/2OxHyQ6

Parents 2-9 year olds – If you have young children or grandchildren aged 2-9 they may be eligible for a free flu vaccination. Flu can be nasty in small children! For most children, the vaccine will be given as a spray in each nostril which is quick and painless! See more on https://bit.ly/2OxHyQ6

Parents 3+ years – Flu can be nasty in small children & in some cases lead to hospitalisation. Children in school years Reception to Year 5 are now eligible for a flu vaccination, which will be offered in school. Find out more https://bit.ly/2OxHyQ6

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NHS 111

NHS 111 is more than a helpline, if you're worried about an urgent medical concern, call 111 to speak to a fully trained adviser. The 111 team can connect you to the appropriate service and arrange face-to-face appointments if required! www.111.nhs.uk

Worried about an urgent medical concern and not sure what to do? Call NHS 111. The service is staffed 24 hours a day, 7 days a week by a team of fully trained advisers who can refer you to the most appropriate service www.111.nhs.uk #HelpUsHelpYou

Worried about an urgent medical concern? Not sure what to do? A&E may not be the best place. Call NHS 111 and speak to a trained advisor who can assess symptoms, provide healthcare advice and direct you to the most appropriate local health service www.111.nhs.uk

You can get medical help or advice from 111 online using your smartphone or laptop. As well as getting info on your symptoms, you can also find out where to get the right healthcare in your area and get further advice from a nurse or doctor on the phone or during a consultation #HelpUsHelpYou #HealthySurrey

Stay Well Pharmacy

Pharmacies are the first place to go for clinical advice & treatment for minor health concerns, such as coughs, colds and tummy troubles. Save time and visit your local pharmacist for advice to help you and your family #StayWellThisWinter https://bit.ly/2ISH6Zp

Feel a cough or cold coming on? Your local pharmacist offers a fast and convenient clinical service for minor health concerns with no appointment needed, meaning you can start getting better quicker. Visit nhs.uk/staywellpharmacy to help locate your nearest pharmacy services.

Did you know most community pharmacies now offer a private consultation room, so you can discuss your health concerns with your local pharmacist confidentially? For any minor health concern such as a cough or cold, visit your local pharmacy. See more: https://bit.ly/2ISH6Zp

Your local pharmacist is an expert in medicine and can assess your symptoms and prescribe medicine where necessary. For any minor health concerns you or your family may have, visit your local pharmacy today. See more: https://bit.ly/2ISH6Zp #StayWellThisWinter #HealthySurrey

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At the first sign of a winter illness, even if it’s just a cough or cold, get advice from your pharmacist, before it gets more serious. Pharmacists are fully qualified to advise you on the best course of action. See more: https://bit.ly/2ISH6Zp #StayWellThisWinter

GP extended access

Increased availability of GP appointments at evenings and weekends will improve access to services to ensure that everyone is able to access a GP when they need to. Find out more nhs.uk/GP access or speak to your GP practice #StayWellThisWinter #HealthySurrey

In addition to being able to book GP appointments at your local practice, there are now additional appointments during the evenings and at weekends at a number of locations across @SurreyHeartlands area. Find out more nhs.uk/GP access or speak to your GP practice #StayWellThisWinter #HealthySurrey

GPs are open longer so you can get the help you need more easily. Appointments with a GP, nurse or other healthcare professional are now available in the evenings and weekends, either at your practice or another nearby NHS service. Speak to your GP reception or visit nhs.uk/GPaccess to find out more #StayWellThisWinter #HealthySurrey

[North West Surrey Only]: The LIVI app enables you to quickly access GP advice through your mobile phone or tablet – simply download the app, register and have access to expert medical advice for symptoms that do not require a physical examination www.livi.co.uk/ #StayWellThisWinter #HealthySurrey

Winter Wellness

It is important to keep warm in winter – both inside and outdoors. Keeping warm over the winter months can help to prevent colds, flu and more serious health problems such as heart attacks, strokes, pneumonia & depression. See more https://bit.ly/33lfdkl #HealthySurrey

Being cold can raise the risk of increased blood pressure, heart attacks & strokes. Find out how to keep you and your family fit and well this Winter. See more https://bit.ly/33lfdkl #HealthySurrey

The cold and damp weather, ice, snow and high winds can all aggravate any existing health problems & make us more vulnerable to respiratory winter illnesses. But there are lots of things you can do to stay well this winter. See more https://bit.ly/33lfdkl #HealthySurrey

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Being cold can raise the risk of increased blood pressure, heart attacks and strokes. Action Surrey can provide information and advice on how to keep a home warm and grants that may be available for replacement boilers and insulation. #HealthySurrey https://bit.ly/2AXwSCi

The elderly are more vulnerable than others during winter months. Age UK Surrey has useful information to help people to stay safe, warm and well in the winter. This includes money-saving tips and further advice and information on benefits and grants, advocacy and counselling. https://bit.ly/2nurNOO

Mental Health

This is not necessarily calling out the fact it’s Winter, but just signposting people to services during a period where mental health issues can be heightened.

Beat the winter blues. Get outside if you can and take a walk. Eat well and keep warm. Getting some natural light helps and so does meeting or talking with family and friends. #HealthySurrey https://bit.ly/2Mx40q7

Feeling down, anxious or stressed? You're not alone. 1 in 4 of us will experience a mental health problem each year. Epsom's [add applicable area] Safe Haven is a relaxed, friendly space that offers mental health support to those who may be experiencing crisis. Find out more: http://ow.ly/WXOp50v4TVi

Dark, dreary days can make most of us feel down, but for some, Winter can be a real challenge. If you need support or help with your mental health, or know someone who may be experiencing crisis, visit #HealthySurrey for more: https://bit.ly/2ImV83b

Eating well can help improve well-being, manage weight and reduce the risk of developing illnesses and diseases. Food is also a vital source of energy, which helps keep the body warm. If you are feeling a little low and blue, seek some help! See more: https://b it.ly/2ImV83b

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Appendix 4: Sample copies for partner use

Campaign Copy & Overview

Long format copy

The Health & Wellbeing Board (HWB) brings together Surrey-wide partners including NHS Commissioners, public health, social care, Surrey County Council and borough & district councils, working to improve the health & wellbeing of people in Surrey.

Winter is a key period in which health can be impacted, and pressure on NHS services heightened. Working together to support the additional demand for healthcare over the winter months, the HWB are committed to delivering a system-wide campaign to proactively promote key winter messages to local communities and the organisations working closely with them.

The health and wellbeing of Surrey residents is everyone’s responsibility and by working together, we can achieve a greater impact through shared messages and ensure we achieve three key outcomes:

Keep well promoting self-care throughout the winter months, and encouraging residents to get help early before conditions get worse

Keep warm providing advice on how to keep warm and where to get help

Be prepared and safe encouraging people to plan ahead, consider holiday periods where services may be altered and promoting where to get help when it’s required

Starting from October 2019, the first phase will focus on increasing uptake of the flu vaccination to ensure those particularly vulnerable to cold weather and viruses, are protected. Children aged 2-9 years, over 65s, pregnant women, those with long-term health conditions or learning disabilities and their carers are all entitled to free flu vaccinations at their GP or local community pharmacy.

Further phases will see the NHS 111 service promoted to encourage those with an urgent medical concern to call or go online and speak with trained advisors, who can assess symptoms, provide healthcare advice & direct you to the most appropriate local health service for your needs, further supplemented by promoting local pharmacy advice.

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On a broader level, promoting actions that enable good health, wellbeing and safety choices this winter will be supported by HWB partners throughout the season including tips for staying active, mental wellbeing guidance and advice on keeping warm this winter for those more vulnerable.

A whole range of campaign assets, key messages and a Winter Wellness Toolkit are available for use by partners across Surrey. For further information visit https://www.healthysurrey.org.uk/your-health/seasonal-advice/winter. For resources (posters/leaflets and more) register with PHE Campaign Resources

Short format copy

Winter is a key period in which health can be impacted, and pressure on NHS services heightened. Working together to support the additional demand for healthcare over the winter months, the Health & Wellbeing Board, which brings together Surrey-wide partners including NHS Commissioners, public health, social care, community pharmacy, Surrey County Council and borough & district councils, is committed to delivering a system-wide campaign to proactively promote key winter messages to local communities and the organisations working closely with them.

The health and wellbeing of surrey residents is everyone’s responsibility and by working together, we can achieve a greater impact through shared messages and ensure we achieve three key outcomes:

Keep well promoting self-care throughout the winter months, and encouraging residents to get help early before conditions get worse, including promotion of the flu vaccination and use of NHS 111 for urgent medical concerns.

Keep warm providing advice on how to keep warm and where to get help, including awareness of key organisations for advice & support.

Be prepared and safe encouraging people to plan ahead, consider holiday periods where services may be altered and promoting where to get help when it’s required, and promoting services such as local community pharmacy advice and extended GP access.

A whole range of campaign assets, key messages and the Winter Wellness Toolkit are available for use by partners across Surrey. For further information visit https://www.healthysurrey.org.uk/your-health/seasonal-advice/winter. For resources (posters/leaflets and more) register with PHE Campaign Resources

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