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Social Media House Rules

University Hospitals of Leicester NHS Trust - Updated November 2021 

How we use social media 

We update and monitor our social media accounts during normal office hours, Monday to Friday and try to be responsive out of hours too. Social media platforms may occasionally be unavailable and we accept no responsibility for our lack of service due to any downtime. 

If you follow us on social media, we do not automatically follow back. A retweet, mention, follow or share from us, does not imply endorsement of any kind. 

 Our standard hours for servicing our social channels is 9am-5pm, Monday to Friday.  

In this time we respond, where possible to compliments, questions and complaints. Emerging themes are routinely passed onto colleagues in relevant hospital departments, as well as our Patient Information and Liaison Service 

When comments and queries posted outside of working hours (9am-5pm, Monday to Friday) represent a risk to patient safety or a serious risk to the Trust’s reputation, the communications officer on-call will respond, otherwise responses will generally be given the next day. 

We are unable to provide updates on patients, or provide medical advice directly through our social media channels. 

Our community kindness rules  

We are always interested in hearing from you and ask if you use our channels please show courtesy, kindness and respect for all other users. 

These guidelines are in place to help create an environment where our community can engage and are free to make comments, ask questions and share their experiences of our services on all social media channels run by UHL. 

Accountability 

You are wholly responsible for any content you post, including content that you choose to share. You should only share assets that are publicly available or owned by you. 

Accuracy 

Whilst we welcome alternative opinions that are an important part of healthy debate, when posting, we ask that people post content that is accurate.  

Appropriate content 

We believe everyone deserves to be treated with equal respect, so we don’t accept comments or posts that in any way bully, harass, threaten or defame others. 

We reserve the right to modify or change these community rules at any time. 

Protecting our community online 

If your posts or messages contravene our community kindness rules or the platform's terms and conditions, we will take the following action: 

Stage 1: We will engage with you and ask you to consider removing the offending post. We may block/unfollow you if the offending material is on your own pages. 

Stage 2: We may hide/remove posts with offensive content posted on our pages and report them 

Stage 3:  We may remove, block, ban and/ or report users to the associated social media platform who direct messages at us which we believe: 

  • bully, harass or intimidate any individual or organisation 

  • are unlawful, libellousdefamatory, abusive, threatening, harmful, obscene, profane 

  • promote discrimination based on the protected characteristics; age, disability, gender, marital status, pregnancy, race, religion and sexual orientation 

  • are deceptive, misleading or false information 

  • infringe or violate someone else's rights 

  • violate the law 

  • violate any intellectual property rights 

  • discuss on-going legal proceedings

  • are spam (persistent negative and/ or abusive tweeting in which the aim is to provoke a response) 

  • advertise products or services 

  • are irrelevant or off-topic 

  • are disruptive 

  • are repetitive 

Stage 4: Continued violation that breaches the terms above may require us to engage legal services, safeguarding teams or law enforcement.


What to do if you see something that doesn’t look right 

Should you spot any content or comments posted on our social media channels which you believe are not in accordance with these house rules, please report it to communications@uhl-tr.nhs.uk and/or the relevant social media channel. 

The Communications Team at University Hospitals of Leicester NHS Trust (UHL) is responsible for the management of official Trust accounts on the following channels: Facebook, Twitter, Instagram, Vimeo, YouTube, LinkedIn and TikTok. On some social media channels we call ourselves Leicester’s Hospitals.