Community Engagement for NHS and Healthcare service providers
Community Engagement tools to increase patient engagement, improve satisfaction levels and better understand your communities, to deliver better health.
The opportunity
It is no secret that the NHS and UK Healthcare service providers are currently facing deep and interconnected challenges. Workforce shortages, underfunding of services and infrastructure and difficulties modernising and integrating care are all compounded by rising demand from an aging and sicker population.
Effective community engagement which increases efficiency, improves communication with patients and their families and builds trust in the local community has never been more important.
Orlo’s Community Engagement Platform enables the NHS and Healthcare service providers to capture the voice of their communities through digital comms and respond in real time, turning feedback into change that makes a difference. Whether it’s focusing on prevention over intervention with awareness campaigns, addressing misinformation before it escalates, or ensuring services are accessible to all, Orlo helps healthcare providers to improve patient trust and satisfaction, while unlocking measurable efficiency gains across engagement and service teams.
By uniting digital engagement, surveys, social listening and insight in one place, Orlo helps healthcare providers build trust, drive evidence-led change, and deliver community focused outcomes.
”
It’s really important that we as health professionals reflect on our own practice and work to advocate for improved community engagement. We need to listen to communities and create conditions where they can take power and are involved in making decisions that affect their community.”
Carol Owen, Principal Public Health Practitioner, Public Health Wales
The Orlo solution
Orlo works with over 45 NHS and healthcare service providers, supporting them with their community engagement in three key areas…
1. Social media management
Orlo helps healthcare providers manage social media, engage communities, build trust, tackle misinformation and improve outcomes through centralised real time communication.
The Orlo platform allows healthcare providers to manage social media more effectively, engage communities at scale by launching campaigns and measuring their impact, respond quickly to their communities and tackle misinformation before it spreads. By centralising social communication, providers not only better serve their communities but also cut duplication across teams – typically saving hours of staff time each week and reducing reliance on external agencies. By capturing real-time public sentiment they gain greater insight into the needs and concerns of their communities, enabling them to build trust, improve health outcomes, and demonstrate accountability in every interaction.
2. Voice of the community
Orlo helps healthcare providers to fulfil their legal obligations to ask for their patients’ views, understand sentiment and spot issues through surveys, consultations, listening and monitoring to inform decisions and better engage their communities.
Orlo’s Voice of Community tools, including surveys, consultations, social listening and media monitoring, help healthcare providers gain a deeper understanding of the sentiment of their patients and staff through meaningful feedback. Real-time listening helps teams spot emerging issues and respond through the right comms channels before they escalate – protecting reputation, avoiding costly complaints, and demonstrating compliance with statutory engagement duties. By actively involving patients in the conversation, healthcare providers can build lasting trust, demonstrate transparency and regulatory accountability and ensure that the services they deliver truly reflect the diverse needs and priorities of their communities.
3. Customer service
Orlo helps healthcare providers respond faster, save money, ease team pressure and improve satisfaction by streamlining digital queries through chatbots, live chat and the unified inbox.
Using Orlo’s customer service tools, including chatbots, live chat, whatsapp and sms and the centralised inbox to handle routine questions means providers can respond faster, ease pressure on frontline staff, and deflect high-volume queries from call centres – reducing admin costs while improving overall satisfaction. By streamlining the handling of digital queries across multiple channels, healthcare providers can deliver services that are faster, more accessible and easier to manage. These tools also help demonstrate that they are actively listening to their communities, responding to real needs and taking meaningful action to improve the patient experience.
Orlo products and features
Surveys
Capture direct, indirect and inferred feedback. So you can listen to all of your community.
Benchmarking
Understand what’s happening within your sector and how you compare at a glance.
Social Listening
Listen to and understand the needs of your community with social media listening.
Analytics
Interpret your data and create impactful reports that show the value of your work.
Content Calendar
Plan, create, approve, schedule and manage all of your campaigns in one place.
Content Creation
Use our content creation tools to publish engaging, relevant and timely content.
Reviews
Monitor, respond to, and amplify your reviews to understand what matters most to your community.
Post Boosting
Ensure your most vital updates get in front of the right people, at the right time, for greater reach, clicks and engagement.
Chatbot
Increase team capacity, save your agents’ time and decrease cost-to-serve by reducing 50% of inbound queries.
Live Chat
Be there when your community need you most by responding instantly with Orlo’s live chat feature.
Orlo Insights
Combine the power of Social Listening, Media Monitoring and AI, developed with the Public Sector in mind.
Scheduling Tools
Use the content calendar to plan ahead and schedule social media posts at peak times to boost engagement.
Social Archiving
Archive social media posts with ease, archiving is built in to the Orlo platform as standard.
The community need
27
10
320,000,000
Supporting
45
NHS and healthcare providers
Building trust with over
51,000,000
citizens
Handling over
125,000,000
digital conversations
Meet some of the NHS and healthcare team
Charlie Matthews
Digital Community Engagement Consultant – Healthcare
As Digital Community Engagement Consultant at Orlo, Charlie is passionate about helping healthcare organisations (including NHS Trusts and ICBs) connect with the patients, service users, and clinical staff they serve by working with them to develop and enhance their digital engagement and patient experience strategies.
Bringing significant experience in patient engagement, public consultation, and digital health communications, he has supported numerous healthcare providers in addressing key challenges, from improving access to care and managing public health information to promoting positive health outcomes and streamlining service delivery.
Charlie specialises in helping healthcare leaders turn community and patient feedback into measurable service improvements, helping them to build trust, connect with their communities, and deliver long-term positive change in patient care.
Adam Turner
Digital Engagement Lead
Adam is Orlo’s Digital Engagement Lead and works with NHS and healthcare organisations to make it easier for patients and communities to stay connected. He helps trusts find simpler ways to communicate, improve patient experience, and make everyday operations run more smoothly. Adam loves turning ideas and feedback into real change that genuinely benefits healthcare teams and the people they care for.
Sarah Bate
Senior Customer Success Manager
Sarah is Orlo’s Customer Success Manager for NHS and healthcare organisations. She has 7 years experience in the world of social media, previously working in both B2B and B2C businesses. Sarah has worked on various award-winning campaigns and social strategies throughout her time in the industry and is now passionate about ensuring customers are also achieving their social media goals and how Orlo can support them on that journey.
Cerys Davies
Customer Success Manager
Cerys is a Customer Success Manager specialising in healthcare, partnering with NHS and public sector organisations to strengthen how they engage with patients and communities. With over 2.5 years’ experience at Orlo and a strong background in public sector engagement, she works closely with teams to simplify communication, enhance patient experience, and maximise the impact of their digital channels.
Meet the Orlo team
Meet the rest of the ‘orlonians’ dedicated to improving community engagement in the public sector.
Don’t miss out – stay in the know.
Inspiring thought-leadership content
Exciting product announcements
Upcoming webinars and events
Don’t miss out – stay in the know.
Inspiring thought-leadership content
Exciting product announcements
Upcoming webinars and events
See the power of Orlo in action today.
Increase community engagement
Improve customer experience
Build trust
