How should NHS hospitals respond to Tweets?
Not a great surprise to hear that Twitter users expect brands to respond to their Tweets about service and user experience.
How will the NHS respond to this? As a chance to improve engagement, build trust and better communicate with patients? I very much hope so.
Many of the Trusts I visit and work with want to discuss Twitter (and other social media) and how they can make the most of new ways to engage. With an increasingly competitive health landscape this is not a surprise and many would applaud this as a way for the NHS to better meet the needs of patients and their relatives.
It is one of the reasons that iWantGreatCare now monitors Twitter for our partners, incorporating the Tweets with our other systems to fully understand the patient experience.