Social media use in Australian hospitals

Consultation on ‘Guide for using social media as a tool to facilitate consumer engagement in service design and quality improvement’

Researchers at La Trobe University are seeking volunteer research participants to be involved in a consultation on the draft of a new evidence-based Guide for hospitals, service providers and consumers around the use of social media as a tool for consumer engagement in quality improvement (QI) and service design activities.

Would the research study be a good fit for me?

The study might be a good fit for you if:

  • You are a consumer representative at an Australian public hospital OR you are employed at an Australian public hospital in a patient experience, consumer engagement, QI or communications role
  • You have used social media as part of consumer engagement activities in public hospital service design or QI. Relevant experience may include (but is not limited to):
    • Using social media to recruit participants to online or face-to-face consumer engagement activities
    • Being part of social media groups (e.g., on Facebook, Twitter, WhatsApp, Slack, Basecamp) which discuss, provide feedback on, and/or make decisions about hospital service design or QI
    • Seeking or providing feedback about hospital services or patient experience through social media, including the use of rate and review sites (e.g., PatientOpinion, Google Reviews, Yelp)
    • Using social media to connect with other consumers or providers who have an interest in improving hospital services
  • Are aged 18 years or over
  • Can read English
  • Have access to email

What would happen if I took part in the research study?

If you want to take part in this study, we will ask you to:

  • Read a draft Guide about the use of social media for consumer engagement in hospital service design and QI
  • Provide your feedback on the Guide in an interview conducted via videoconference or telephone 2-4 weeks after receiving the draft Guide
  • Check a final copy of the Guide to determine if you are satisfied that your feedback has been taken into account by the researchers (2-3 months after your interview)

We estimate that reading the Guide may take between one and two hours, the interview will take approximately 30 minutes, and the final check of the Guide may take 30 minutes. It may take up to 3 hours of your time to be part of this study.

Will I be paid to take part in the research study?

Consumer representative participants will be given a $50 gift card as a thank you for their involvement in this study.

Who do I contact if I want more information or want to take part in the study?

If you would like more information or are interested in being part of the study, please contact:


Louisa Walsh


Centre for Health Communication and Participation, School of Psychology and Public Health



03 9479 1578

Ethics Approval Number


La Trobe University in conjunction with the Centre for Health, Communication & Participation and the Cochran Consumers & Communication group.