TY - JOUR ID - 4160 TI - Social Media as a Tool for Consumer Engagement in Hospital Quality Improvement and Service Design: Barriers and Enablers for Implementation JO - International Journal of Health Policy and Management JA - IJHPM LA - en SN - AU - Walsh, Louisa AU - Hyett, Nerida AU - Howley, Jayne AU - Juniper, Nicole AU - Li, Chi AU - MacLeod-Smith, Belinda AU - Rodier, Sophie AU - Hill, Sophie AD - Centre for Health Communication and Participation, La Trobe University, Bundoora, VIC, Australia AD - La Trobe Rural Health School, La Trobe University, Bendigo, VIC, Australia AD - Independent Researcher, Melbourne, VIC, Australia AD - Orygen, Parkville, VIC, Australia AD - Albury Woonga Health, Wodonga, VIC, Australia AD - Safer Care Victoria, Melbourne, VIC, Australia AD - Northern Health, Bundoora, Australia Y1 - 2022 PY - 2022 VL - 11 IS - 10 SP - 2287 EP - 2298 KW - Social Media KW - Australia KW - Service Design KW - Quality Improvement KW - Consumer Engagement KW - Patient Involvement DO - 10.34172/ijhpm.2021.151 N2 - Background  Social media can be used to engage consumers in hospital service design and quality improvement (QI) activities, however its uptake may be limited by a lack of guidance to support implementation. This article presents the perceived barriers and enablers in using social media for consumer engagement derived from an interview study with public hospital stakeholders.Methods  Semi-structured interviews with 26 Australian hospital service providers and consumer representatives. Data were analysed using a deductive content analysis method.Results  Data were collected between October 2019 and April 2020. Facebook was the platform most commonly used for consumer engagement activities. Barriers and enablers to social media-based consumer engagement were identified. The barrier themes were (1) fears and concerns; (2) lack of skills and resources for social media engagement; (3) lack of organisational processes and support; and (4) problems with social media platforms and the changing social media landscape. The enabler themes were: (1) hospitals facilitating access and use; (2) making discussions safe; (3) cultivating a social media community; and (4) building on success.Conclusion  Using social media to facilitate consumer engagement in hospital service design and QI activities is feasible and acceptable to service providers and consumers. Hospitals and their executives can create a supportive environment for social media-based engagement activities through developing clear governance systems and providing training and support to all users. Consumers need to be involved in co-designing social media-based activities and determining which forms of engagement are accessible and acceptable. For some consumers and service providers, barriers such as a lack of resources and distrust of social media companies might mean that social media-based engagement will be less acceptable for them. Because of this it is important that hospitals provide complementary methods of engagement (eg, face-to-face) alongside social media-based methods. UR - https://www.ijhpm.com/article_4160.html L1 - https://www.ijhpm.com/article_4160_f61c6f3eda41c237d438c19a88e0e40f.pdf ER -