1. An Introduction to
HSE Communications

2. 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

3. We can help you with: Strategic planning
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

4. 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

5. EXPERT We deliver our work for you through 4 teams: Client Services
HSE | Introduction to Communications
EXPERT
We deliver our work for you through 4 teams:
Client Services
Digital
News and Media
Programmes & Campaigns
All four 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.

6. Programmes & Campaigns
HSE | Introduction to Communications
Our Communications Teams and Model
Press & Media
Media Relations and Events, Issues
Programmes & Campaigns
Behaviour Change, Branding, Marketing, Research
Digital
Web Development, Social Media, Data and Insights
Client Services
Strategic Advice and Consulting
Hospital Groups/CHOs

7. Your Communications Team
HSE | Introduction to Communications
Your Communications Team
Whether you are considering service change and improvement, implementing behavioural change or communicating with staff and stakeholders, we can help.
We can work with you to troubleshoot immediate needs and plan strategically for long-term communications.
Whether it’s marketing, media or social media, design or digital, engagement or editorial services, we have the experience and know-how to help you make a difference.

8. Client Services Expert communications advice for our divisions
HSE | Client Services
Client Services
Expert communications
advice for our divisions

9. HSE | Introduction to Communications
Client Directors
HSE Divisions are each assigned a Client Director, who advises the Division on communications as well as programme managing the communications elements of the division’s work.
They are expert Communications Consultants; there to help the divisions get the most from their communications programmes and the support services provided by the communications team.
Strategic communications and advisors to HSE Divisions
Create communications plans in partnership with the Division
Assist with the business case for communications support
Media Relations and Issues Management Consultancy

10. Our strengths Accumulated knowledge base
HSE | Introduction to Communications
Our strengths
Accumulated knowledge base
Relationship building across divisions and stakeholders
Integration with senior management
Strategic focus
Building capacity for Communications within Divisions
Client Director collaboration

11. QID / HPSC / NIO / Emergency Mgt.
HSE | Introduction to Communications
Client Directors
QID / HPSC / NIO / Emergency Mgt.
Maurice Kelly
Social Care
Angie O’Brien
Primary Care
Sally Downing
A/Head
Stephen McGrath
OoCIO & NAS
Carmel Cullen
Acute Hospitals
Ann Martin
HR/HBS
HCAI/AMR
Audrey Lambourn
PHSI
Laura Monaghan
Aidan Moyles

12. Irish Language Service Team
HSE | Introduction to Communications
Irish Language Service Team
The Irish Language Service Team provides strategic communications advice to CHOs, Hospital Groups, Divisions, Programmes, Office and Services in relation to their Irish Language responsibilities.
The team is committed to improving and promoting the use of the Irish language in the health service.
Advice re: Official Language Act and statutory obligations
Complaints handling and resolution
Liaison with stakeholders
Education and training in Irish
Tools and supports for healthcare staff
Translation Services

13. HSE | Introduction to Communications
Our Strengths
Detailed knowledge of Official Language Act and statutory obligations
Many years experience in Complaints handling and resolution
Relationship building across divisions and stakeholders
Knowledge of the requirements of front line services in relation to the Irish Language
Committed to the promotion of the Irish language in the health services
Improve the experience of those who wish to be communicated with through Irish

14. Bairbre Úi Theighnéain
HSE | Irish Language Service
Irish Language Service Team
Irish Language Service Lead
Cuimín Mac Aodha Bhuí
Sligo,Leitrim,Donegal
ICON
Irish Language Officer
Micháel Ó Coileáin
Cork, Kerry, Waterford, South Tipperary, Wexford, Carlow, Kilkenny
Irish Language Officer
Bairbre Úi Theighnéain
South Dublin, Kildare, Laois, Offaly, Wicklow, Longford, Westmeath,
Irish Language Officer
Carmel Mac Domhnaill
North Dublin, Clare, Limerick, North Tipperary, Louth, Cavan, Monaghan
Irish Language Officer
New team member
Meath, Galway, Mayo, Roscommon,

15. Programmes and Campaigns Making it easier to find services
HSE | Programme & Campaigns
Programmes
and Campaigns
Making it easier to find services
and make healthy choices

16. Programmes and Campaigns
HSE | Introduction to Communications
Programmes and Campaigns
Scale and Reach
Our Programmes and Campaigns team lead on programmes that require longer-term planning and insights, including all programmes that involve marketing or brand development. Our award-winning and effective work, like QUIT, Ask About Alcohol or Little Things, is done hand-in-hand with HSE service teams.
On Target
We also co-ordinate over 300 small or medium scale communications programmes each year, combining great insights, good planning and effective implementation to get the results you, your clients and your services need

17. 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 insight to make your projects more effective.

18. Content, Design and Print
HSE | Introduction to Communications
Content, Design and Print
Writing, proofreading, design; we’re skilled at all three and offer them separately, or as a package. We bring to life strategies, consultation documents and reports, helping clients tell important stories in a visually appealing way.
Infographics, videos or presentations, like this one, are a great way to get your message across quickly. Our team can transform complex information into easy-to-understand and eye-catching formats.

19. Programmes and Campaigns
HSE | Introduction to Communications
Programmes and Campaigns
Manager
Fidelma Browne
Senior Comms Mgr.
Aoife O’Sullivan
Senior Comms Mgr.
Roisin Guiry
Comms Executive
Lynda Murphy
Campaign Manager
Norma Deasy
Campaigns Officer
Aghna Harte
Editor Health Matters
Joanne Weston
Child Health
Sorcha NicMhuathuna
Dementia Campaign
Cairin Conway
Campaign Manager
Rachel Wright
Mental Health
Emer Clarke
Dementia Community Activation
Fiona Foley
Campaigns Officer
Aoibheann Ni Shuilleabhain

20. Digital With digital we can make a big impact, without a big spend
HSE | Digital
Digital
With digital we can make a big
impact, without a big spend

21. 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

22. Digital The digital team is responsible for: Social Media
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

23. Digital Content + Tools Social Media + Marketing
HSE | Introduction to Communications
Good content and good analysis
Digital Content + Tools
Data + Analytics
Social Media + Marketing
Our team build responsive, user-friendly digital products, and provide training and support for you to design and publish content that communicates effectively with users.
We use data and analysis to find out what is working well and where we need to improve – making sure our content and our channels reach their potential
Our social media experts provide strategic support, advice and training. Social media presents a great opportunity to engage – we can help you to make the most of it

24. 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
@HSEbreastfeeeding
We manage 15+ social channels

25. 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.

26. 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 90%.
2017 Contacts
Calls – 70,122
Chats – 21,111
s – 39,859
They are based in Ardee, Co Louth

27. Digital Team HSE | Introduction to Communications A/Head of Digital
Ben Cloney
Content Experience Mgr.
Brian Malone
Digital Dev & UX Mgr.
Ulla Devitt
Social Media & Data Analytics Lead
Muiriosa Ryan
Digital Delivery Manager
Catherine Doyle
Digital Content Lead
Andy Osborn
Digital Content Lead
Steve Cummins
Digital Dev & UX Lead
Louise Cooney
Social Media & Data Analytics Lead
Frances Plunkett
Digital Content Executive
Peter Dineen
Digital Content Lead (Social Care)
Monica Timmons (GVI)
Digital Dev & UX Lead
Ulla Devitt
Social Media Executive
Áine O’Connell
Digital Content Executive
Jen Davis
Digital Content Executive
Martina Banville Smith
Digital Dev & UX Executive
Amy Browne
Digital Marketing & Projects Lead
Adrian Sweeney

28. Press & Media Do you want the good news or the bad news?
HSE | Press & Media
Press & Media
Do you want the good news
or the bad news?

29. Press & Media Issues Management
HSE | Introduction to Communications
Press & Media
Media Relations
Our News and Media team of specialists deals with broadcast, print and online media on a daily basis for clients. We gain positive coverage for the health services as well as expertly handling negative stories.
Issues Management
When serious issues arise, we offer a crisis management service based on years of experience. We can also train your team to prepare for broadcast and print interviews, and we provide a daily news digest tailored to your needs.

30. A/Senior Press Officer
HSE | Introduction to Communications
Press and Media Team
A/ Head of Press & Media
Ann McLoone
A/Deputy Head
Mary Gleeson
A/Senior Press Officer
Nurah Treacy
Press Officer
Emma Lynam
Press Office Admin
Jennifer Carrie

31. Comms Business Team Ensuring it all runs smoothly
HSE | Communications Business Team
Comms
Business Team
Ensuring it all runs smoothly

32. Communications Business Team
HSE | Introduction to Communications
Communications Business Team
We manage;
The financial budgets
HR SAP
Training
Network events
Lean process
FOI/ PQ's
Compliance
CPG process
& much more
for the Communications Division
Business Manager
Mary Brodie
Paula Murray
Carla Crosby
Jennifer Magee
Anthony Foran
Ronan Fennell

33. How to get started with a project
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

34. 35,000,000 70,000 fewer smokers 215,653 children We get results
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

35. 2096 92% of adults 16,000,000 We get results
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 top 200 followers

36. Talk to you soon Media Issues - press@hse.ie
HSE | Introduction to Communications
Talk to you soon
Media Issues -
Digital Enquiries -
Programmes and Campaigns -

37. News and Media Quick Contacts Client Directors Campaigns Digital
HSE | Introduction to Communications
News and Media
Ann McLoone, Mary Gleeson Emma Lynam, Nurah Treacy, Jennie Carrie
Acute Hospitals
Ann Martin
QI, Health Protection,
Emergency Mgmt
Maurice Kelly
PHSI
Laura Monaghan
Quick Contacts
Client Directors
HR/HBS
Stephen McGrath
Social Care
Angie O’Brien
Primary Care Sally Downing
Campaigns
Fidelma Browne, Róisín Guiry, Aoife O’ Sullivan, Joanne Weston, Lynda Murphy, Aghna Harte, Norma Deasy, Rachel Wright, Emer Clarke, Cairin Conway, Sorcha Nic Mhathuna, Fiona Foley, Aoibheann Ni Shuilleabhain
HCAI/AMR
Audrey Lambourn
NAS and OoCIO
Carmel Cullen  
Digital
Ben Cloney, Brian Malone
Adrian Sweeney
Geraldine Charman