Social media guidelines

Bristol Clinical Commissioning Group (CCG) uses social media as one tool in its efforts to communicate clearly, quickly and in an engaging manner to people interested in our work.

You can follow us on Twitter or on Facebook. You do not need a Twitter or Facebook account to view these pages.

Our social media accounts are managed by the communications team.

Bristol CCG on Twitter

Bristol CCG on Facebook

Content

Social media content delivered by Bristol CCG includes (but is not limited to):

  • links to news releases, blog posts, videos, guidance and other approved, publicly available NHS material.
  • links to relevant information produced and published elsewhere (work of other NHS organisations, patient organisations, researchers, news organisations and others).
  • This can include videos, blog posts, and retweets (RTs) from other social media users. (See below for our policy on RTs).
  • interesting facts, quotes or observations related to our work.
  • topical questions related to our work intended to provoke discussion.

Retweets

Tweets that we retweet on Twitter do not imply endorsement on the part of the CCG. We may retweet news, links and personal observations we believe are relevant to the work we do.

Social media as a source of official policy

Our social media posts should not be considered as the authoritative source of new policy or guidance from Bristol CCG. Any change or evolution in Bristol CCG’s official position on legislation, guidance, investigations and audits will be communicated through more traditional channels such as: official publications and statements on our website, speeches, and media releases.

Importantly, our decision to RT or share posts from other social media users should not be taken as explicit endorsement of any position or argument that may vary from Bristol CCG's current official position, nor should it be taken as an indication of a possible shift in the current official position.

Following

Bristol CCG’s decision to follow particular social media users does not imply endorsement of any kind. We follow accounts on social media we believe are relevant to our work.

This extends to following the social media accounts of companies and other commercial enterprises (and/or their employees) who comment on Bristol CCG related issues.

Availability

We commit to updating and monitoring our social media accounts during regular office hours: 9am – 5pm GMT. However, like many social media users, we may monitor and respond at other times of the day. We accept no responsibility for lack of service due to downtime.

Replies and Direct Messages

We will read all @Replies and Direct Messages sent to us and, where possible and appropriate, will aim to respond to them.

Freedom of information requests, complaints, media requests and personal issues

We encourage you to follow traditional channels to make a complaint, media request or freedom of information request (FOI). Please note that we are unable to give individual medical advice via social media. Where possible, we will suggest where queries can be redirected or where further information is available e.g. NHS Choices.

General enquiry

Freedom of Information requests:

If you cannot find the information that you require on our website please send us your request in writing to: FOI Manager, Bristol Clinical Commissioning Group, South Plaza, Marlborough Street, Bristol BS1 3NX or please email bristolccg.foi@nhs.net.

All requests for information must be made in writing, clearly stating what information you are requesting and state your name and address in order for us to respond. Your request will be acknowledged within three working days and you can expect to receive a response within 20 working days.

Freedom of Information requests

Complaints:

If you have a complaint regarding a service provided or commissioned by Bristol CCG you can raise this by calling 0117 976 6600. If you hear a recorded message, please leave your name and number and we will call you back as soon as possible.

Alternatively, you can email contactus.bccg@nhs.net

You can also write to this address with any comments or compliments you may have about Bristol CCG:

Complaints Manager
Bristol Clinical Commissioning Group
South Plaza
Marlborough Street 
Bristol
BS1 3NX

Complaints

Media requests:

If you have a media enquiry regarding Bristol CCG, please contact the communications team on 0117 900 2549 or bristolccg.communications@nhs.net.

Dealing with prolific and/or consistently negative users

We reserve the right to not respond should a user be overly prolific, consistently negative, or use abusive or offensive language. Where necessary we will take further action. If concerns are raised about the work of the CCG, we will provide a link to any statements we have produced in the discussion topic. Wherever possible, we will also incorporate social media into our communications plans to ensure we are proactively using this tool.

Staff using social media

Some staff use social media accounts under their own names or pseudonyms. Despite their professional affiliation with the organisation, their posts do not represent the official position of the Governing Body. For more information on staff using social media, read our Social Media Policy.

For further information about anything discussed on this page, please contact the communications team on 0117 900 2549 or bristolccg.communications@nhs.net.