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

 

Do you have an interest in spinal cord injury? (18 Dec 2014)

If you or anyone you know has a specific interest in, or is carrying out any research into, spinal cord injury (SCI) you may find the CPN (Conquer...
Read more »

Are you receiving the fortnightly email newsletter from Dr Chaand Nagpaul? (18 Dec 2014)

Every two weeks the BMA distributes an email newsletter from Dr Chaand Nagpaul, Chair of the General Practitioners Committee (GPC), to all GPs for whom they have email addresses, irrespective...
Read more »

Latest sessional GP BMA e-newsletter (18 Dec 2014)

The latest BMA e-newsletter for sessional GPs focusses on supporting you in the workplace, feedback on revalidation, GP appraisers and GMC sanctions. The e-newsletter can also be...
Read more »

Practice Nursing reports on Londonwide LMCs’ Health Care Assistant Training Programme (18 Dec 2014)

Our inaugural HCA General Practice Training Programme ceremony got a write up in Practice Nursing this month. This flexible course is proving very popular. The next...
Read more »

Need a locum? Get help here! (18 Dec 2014)

Londonwide Enterprise Ltd is delighted to announce the launch of our joint work with Network Locum. The Network Locum splash page is being made available...
Read more »

Playing music in waiting rooms – advice for practices (18 Dec 2014)

According to PPL, a music licensing company that works on behalf of performers and record companies, if you wish to play background music in a public space such as your...
Read more »

Re-commissioning NHS England Diabetic Eye Screening Programmes (DESP) across London (18 Dec 2014)

Dr Kathie Binysh, Head of Screening, NHS England (London) has issued a letter regarding re-commissioning NHS England Diabetic Eye Screening Programmes (DESP) across London which outlines their re-procurement plans....
Read more »

Summary of guidance for schools and GPs for managing sickness absence in schools (18 Dec 2014)

Dr T Myers (Waltham Forest CCG director) and Leora Cruddas (LBWF Deputy Director Children and Young People Services) have put together a document detailing the procedure for managing sickness...
Read more »

Female Genital Mutilation Prevention Programme: requirements for NHS staff (18 Dec 2014)

It is now mandatory for GPs to record Female Genital Mutilation (FGM) in the patient’s record. The Department of Health and NHS England have stated:   “Female...
Read more »

Patient Online – important update for practices (18 Dec 2014)

We have received a number of enquiries raising issues and anxieties from practices about providing online (proxy) access for parents to their children’s record An important problem...
Read more »
Next Page »