Media / press enquiries 

Tel: 01325 552223

Email: tewv.enquiries@nhs.net 

Out of hours on call manager for press / media: 07920 297057

 

Social media

The Trust has the following social media corporate accounts, managed by the communications team:

 

There are also a handful of devolved accounts run by TEWV services:

  • TEWV research - Twitter - @TEWVresearch
  • Arch Recovery College - Facebook www.facebook.com/durhamrecoverycollege / Twitter @archrecovery
  • KPO/QIS - Facebook www.facebook.com/tewvqis / Twitter @TEWVQIS
  • Recruitment - Twitter @TEWV_careers
  • Staff library - Twitter @TEWV_library
  • Coaching programme - Twitter @TEWVThinkOn


Any other accounts with TEWV in their name are not officially endorsed accounts or officially affiliated with TEWV in anyway. 

 

Social media house rules

These guidelines have been produced to help you feel as comfortable and confident as possible whenever you visit or interact on our social media pages.

We reserve the right to change these house rules at any point, not least because things change so fast in the online environment. If they are important to you, please check back regularly.

Responding

We update and monitor our accounts Monday to Friday, 09:00 - 16:30, and schedule posts to appear outside of these hours (unless the social media platforms are not available).

We will read all mentions, @replies, posts and direct messages sent to us and will assess whether to respond or not on social media. This includes complaints, compliments, marketing, charity and petition requests. We also pass on any emerging themes or helpful suggestions to relevant people in the organisation.

We welcome feedback and ideas from all our followers. However, we may not be able to reply individually to all the messages we receive via our social media profiles.

When we reply to questions it may include us asking for an email address in order to give you a full response outside of the character limits on some social media services.

If your question or comment requires urgent attention, especially out of hours, please contact the relevant team through the contact details on www.tewv.nhs.uk where you will also find information for people in crisis.

We won’t discuss any individual’s care through social media (or traditional media) as we respect the privacy of our service users and their carers.  Anyone who wants to discuss their, or their loved ones care, should contact their care team or our patient advisory liaison service (PALS).

We don’t answer clinical or medical questions, but will signpost where to get information, advice or support as appropriate.  Details of how to contact our patient advice and liaison service (PALS) or complaints team can be found at www.tewv.nhs.uk/PALS

Following and liking

We follow accounts we believe are relevant to or interested in the services we provide.  We will share content which we believe is of interest to our followers that is line with the services we provide and our strategic goals. This could include following the accounts of individuals, companies, health organisations, other commercial enterprises and the media (and/or their employees) who have an interest in Tees, Esk and Wear Valleys NHS Foundation Trust and our work.

By sharing other social media users’ content, our organisation does not endorse the information or others’ views of that organisation or individual.

Moderating 

We realise it’s inevitable that we’ll face scrutiny and criticism on social media and may even find ourselves the target of messages about wider NHS or mental health issues.

However, we believe that people are entitled to air their views on social media and we wouldn’t remove a post simply because it was negative.

We will consider removing and / or reporting posts which:

  • Contain hateful or discriminatory comments regarding race, ethnicity, religion, gender, disability, sexual orientation or political beliefs
  • Contain swearing or other profane, defamatory, offensive or violent language
  • Directly troll a member of staff
  • Any posts that name Trust members of staff, without their permission
  • Any content that is primarily aimed to discredit the Trust, or its staff, without justification.
  • We believe are trolling or are deliberately disruptive statements meant to hijack comment threads or throw discussions off-track
  • Are attacks on specific groups
  • We believe are comments meant to harass, threaten or abuse an individual
  • Imply intent to stalk an individual or collect private information without disclosure
  • Contains links or comments containing sexually explicit content material
  • Is spam, including any comment of a promotional or commercial nature. Including profile pictures and user IDs
  • Contains any personal details e.g. phone numbers, addresses etc
  • Contains downloadable files, including links to them
  • Discusses illegal activity
  • Relates to confidential or personal information
  • Is personal promotion

 

Hopefully, we will not have to do this, but we hope you understand the reasons.


It is worth noting that if you do not want to comply with these house rules then you must not post or comment on our social media channels. By using these sites you accept, and agree to abide by, both our rules and the terms and policies of the specific social media channel.

Should you spot any content or comments posted on our social media channels which you believe is not in accordance with either this guidance or the terms and policies of the social media channel concerned please email us at tewv.enquiries@nhs.net

If someone persists in offensive behaviour or continually violates any of our house rules, we may block that person from further participation. So please, just remember to respect your fellow contributors.

We will look carefully at any other content we see, or which is reported to us, which we determine to be inappropriate, in poor taste, or otherwise contrary to the purposes of the page.

If people state they are in a crisis situation, we will do our best to signpost them to appropriate help and support.

If an issue is complicated or very personal we aim to move it into a more private arena eg direct messaging or email.

Where comments relate to a service, team or individual we will do our best to identify the service involved and inform them of the content.

Facebook reviews 

With a Facebook review (which is different to a post) on an organisation account we only have the option to ‘block’ a user or ‘hide all reviews’ from a user. We can’t remove or hide just one Facebook review, even if it breaches our house rules. We can only block a user, and there may be times when it’s not appropriate to do this.

If we do take the decision to block a user we will message them first to remind them of our house rules and explain why we’ve done this.

Facebook states that you can report reviews that don't follow the Facebook ‘community standards’ or focus on the product or service offered by the page. They’ll review the report and may remove reviews that don't follow guidelines. Anyone can report an inappropriate review on Facebook, not just the account administrators, and we understand that the more reports a review receives the more credence is given to the issue.

Posts from our staff

Some Tees, Esk and Wear Valleys NHS Foundation Trust staff tweet / post under their own names or pseudonyms. Their tweets / posts do not represent the official position of the Trust, and should be considered the views and opinions of each individual as a private citizen.

If you have questions or concerns about our approach, please contact tewv.enquiries@nhs.net