Negative comments posted on the NHS Choices website


We are aware that there is some confusion concerning the procedures in place when a practice receives notification of negative comments posted on the NHS Choices website.PC and screen


We understand practices are notified of a comment relating to them following the publication of the comment. An alert is sent to a named recipient at the practice in question (designated by the practice). Practices then have a number of options:


  1. Post a reply, in order to put across the practice’s views, demonstrate you are listening (doesn’t mean you agree with the comment) and deal with any issues raised. This will appear immediately below the original comment.

    Practices should carefully consider how they wish to deal with any negative comments. A prompt response inviting the person who made the comment to contact the practice to discuss their views is a powerful reputation management tactic and a useful defence against an unfair comment. Being proactive can only enhance the perception of the practice in the eyes of the public. Ensure any responses are professional and factual rather than aggressive or defensive.

  2. Report the comment to the website moderator as unsuitable.

  3. Some practices prefer to ignore comments, however, this can backfire on the practice – it can look as if the practice doesn’t listen or care about how the practice may be perceived. It is also a missed opportunity to point out all the good things you are doing. As it is free advertising, turn it on its head and use it. After all, if a comment was made in person in the surgery, they wouldn’t be ignored.


NHS Choices have a comments policy on their website which states that should a comment be flagged by a practice as unsuitable, then this will alert their moderators to take down the comment, consider it, and then either remove it or reinstate it as they deem appropriate.


The following NHS Choices guidance may assist practices in managing any comments they receive:



Last updated : 10 Jan 2013


Statement by Dr Michelle Drage on the EU referendum result (24 Jun 2016)

"From London's viewpoint the decision of voters outside our city is going to compound all the challenges we have been faced with and continue to try to manage across the...
Read more »

Hospital sickness certificate poster (22 Jun 2016)

In late May Dr Michelle Drage wrote to London Hospital Trusts asking them to put up a poster which explains to patients that they can get fit notes from hospital...
Read more »

New Medical Directors join Londonwide LMCs (22 Jun 2016)

Four new medical directors have joined Londonwide LMCs, they will be taking up their posts between June and August: Dr Lisa Harrod-Rothwell MA(Cantab) BM BCh (Oxon) MRCGP DRCOG DFFP Cert...
Read more »

General Practitioners Committee elections (21 Jun 2016)

Dr Terry John, Chair of Waltham Forest LMC, has been elected onto the BMA’s General Practitioners Committee (GPC) to represent Barking and Havering, Redbridge and Waltham Forest, Newham, City and...
Read more »

Accessible Information Standard (21 Jun 2016)

The Accessible Information Standard aims to ensure that people who have a disability or sensory impairment receive information that can be accessible and understood. Any organisation that provides NHS...
Read more »

Primary Care Support England services relocation (21 Jun 2016)

Primary Care Support England (PCSE) is changing some of the services it provides.  London PCSE offices (Stephenson House and Kirk House)  The following services ceased being delivered by PCSE’s...
Read more »

Sustainability and Transformation Plans - June 2016 Update (21 Jun 2016)

The NHS Confederation conference ran from 15 – 17 of June and included a number of talks which touched on STPs, although no formal policy announcements were made. NHS England...
Read more »

The NHS turns 68 on 5 July - help us celebrate its achievements  (20 Jun 2016)

We are keen to highlight the good work that general practice has done since the NHS was formed. Next month we will be celebrating the role of general practice since...
Read more »
Next Page »