Rules of engagement on our page:
We recognise that social media has an important part to play in communicating and engaging with our patients, their families and the public, and for some this is their preferred method of communication. We acknowledge that everyone has a legal right to freedom of speech, in line with other UK laws such as the Communications Act, Computer Misuse Act, Defamation Act and the Contempt of Court Act. There will be times that patients, their families or the public are unhappy with their treatment or the actions of the organisation. Equally, from the hundreds of compliments received and the clinical outcomes achieved, we know that lives are being saved and what we do is valued by our communities. We encourage discussions and engagement on social media, offer the opportunity to leave reviews or make comments on our social media sites, and signpost to our formal complaints process via our Patient Advice and Liaison Service where necessary. However, we also have a duty of care to our members of staff. Therefore, we reserve the right to take action on social media posts, comments or messages that are:
- Abusive
- Harassing
- Threatening
- Racist, sexist, or homophobic including the use of language, swear words or words intended to cause fear or harm.
- Defamatory or libellous
- In contempt of court, break any other law, or incite others to break law(s)
- Spam
- Featuring inappropriate images or video
In the first instance, the Communications team will report and/or hide or delete the posts and, if necessary, will issue a warning to the author via direct message or email. If inappropriate or persistent contact from the author continues, the Communications team will contact the frequent caller and safeguarding team for advice and support, particularly if it is suspected that the individual has mental ill health. This may result in a tailored response being created to provide to the author. If, despite a warning being issued, the person continues to make inappropriate or persistent contact, the Communications team may take the decision to block the user from the corporate page. This decision must be taken by the assistant director of communications. If this decision is taken, a message explaining the reasons for this decision will be sent to the person via direct message or email. A message will also be circulated to all corporate tweeters alerting them to this action so that they are empowered to block the individual if they begin targeting other EMAS accounts. We may also report the issue to the police if it amounts to abuse, harassment, or if a criminal offence is suspected to have been committed. We also reserve the right to take legal action in the case of libellous or defamatory material.
