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

 

A new service for practices from Londonwide Enterprise (09 Sep 2014)

Londonwide Enterprise Ltd is pleased to announce a new service offering you and your practice access to expert legal advice, premises advice, finance/tax advice, human resources advice, business and systems...
Read more »

Beware of bogus suppliers (09 Sep 2014)

We have received reports from some practices that they have been defrauded by paying bogus invoices.  One practice has informed us that they paid £780 on receipt of what looked...
Read more »

Don’t forget to use our successful vacancies section (09 Sep 2014)

Please remember that we have a free to use vacancies section on our website. You can post any practice vacancy on the website whether it be for a GP,...
Read more »

‘I want a renaissance in community-based services’ – CEO Dr Michelle Drage talks to the Guardian newspaper (09 Sep 2014)

Our CEO, Dr Michelle Drage recently appeared in the Guardian’s ‘5 minutes with’ series. In an excellent interview Michelle tells us that one thing that is always on her mind...
Read more »

Low Vision Day at St Thomas' hospital on 18 October 2014 (09 Sep 2014)

Guys’ and St Thomas’ NHS Trust are holding their eighth annual Low Vision Day on Saturday 18 October 2014. The event will be held in Shepherd Hall, South Wing, St...
Read more »

Practice Staff Training Events – September/October 2014 (09 Sep 2014)

Coming up in September and October as part of our calendar of Learning Education and Development (LEAD) events.  Practice Staff Event: Infection Control in General Practice, Thursday...
Read more »

Fighting your corner – Michelle Drage voted in the top 10 of Pulse’s 50 most influential figures in general practice (09 Sep 2014)

Following on from her recent inclusion in HSJ’s prestigious 50 Inspirational Women in Health award, Londonwide LMCs’ CEO, Dr Michelle Drage, has now been voted in at number 10...
Read more »

Ebola – updated guidance for GPs and Practice Managers (08 Sep 2014)

Public Health England has published guidance on managing the Ebola virus for primary care providers. For further details please see here.
Read more »

Data update alert – NHS England Primary Care website (08 Sep 2014)

If you are not familiar with the website Primary Care Web Tool then you should be and all practices should be checking it regularly. It contains a lot of...
Read more »
Next Page »