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


Improving Customer Service in General Practice - important LEAD event for practice staff, Wednesday 7 May 2014 (15 Apr 2014)

This event has been postponed due to industrial action by transport unions. We sincerely apologise for any inconvenience caused. Given the circumstances, we feel it is best to...
Read more »

“We need more time, we need more GPs, ten minutes is not enough” - Londonwide LMCs’ CEO on £50 million Challenge Fund (14 Apr 2014)

“We need more time, we need more GPs, ten minutes is not enough” - Londonwide LMCs respond to Prime Minister’s £50 million Challenge Fund for General Practice Londonwide LMCs’ CEO...
Read more »

‘QOF Deleted Emails Auto Reply’ from NHS England’s generic QOF email boxes (11 Apr 2014)

A number of practices who have submitted their QOF evidence to their respective Area Team’s generic QOF email have informed us that they received an automated email back with...
Read more »

GP contract 2014/2015 (11 Apr 2014)

The GP contract agreement for 2014-2015 came into force on 1st April. This is an important step forward for general practice that will significantly reduce bureaucracy, box ticking and chasing...
Read more »

CQC Updates (11 Apr 2014)

Inspections Every practice in London will get a visit over the next two years. The Londonwide LMCs’ Communications Team are on hand to help you manage your practice’s reputation...
Read more »

QOF business rules (11 Apr 2014)

Version 28 of the QOF Business Rules have now been published on the HSCIC website. 
Read more »

Vaccine error: infant MenC programme (11 Apr 2014)

Public Health England (PHE) have said that some practices have used the incorrect vaccine for the infant MenC programme after June 2013. PHE has decided that it is not necessary...
Read more »

It’s election year at Londonwide LMCs! (11 Apr 2014)

It’s election time again! Elections take place every 2 years on a rolling basis and any GP working in the area may be nominated for election. Don’t forget that we...
Read more »

Keep up to date by keeping us updated! (11 Apr 2014)

In this rapidly changing world LMCs are the only independent organisation standing up for GPs and their practice teams. Help us to help you. Are you receiving our monthly...
Read more »

Support for practice IT systems (11 Apr 2014)

We have been made aware that the Department of Health will continue to support practices that operate on Windows XP for another 12 months. Microsoft stopped supporting Windows XP...
Read more »
Next Page »