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

 

Londonwide LMCS, Resilient GP and GP Survival joint response to the General Practice Forward View (22 Apr 2016)

A Joint Response to the General Practice Forward View (download as PDF). Urgent measures are needed immediately to prevent the collapse of general practice Long overdue investment and a...
Read more »

Dr Michelle Drage responds to General Practice Foward View announcement (21 Apr 2016)

"Today’s announcement falls far short of what is needed to address the challenges facing general practice in the Capital and beyond. GPs are in a state of emergency. Patients risk losing...
Read more »

General Practice Nursing for the 21st century in London - QNI report released (21 Apr 2016)

The Queen's Nursing Institute (QNI) released their report 'General Practice Nursing for the 21st century in London' on 20 April 2016. You can read the report by clicking on the...
Read more »

Visit www.GPSOE.org.uk to help you through this state of emergency (20 Apr 2016)

Visit www.GPSOE.org.uk to help you through this state of emergency
Read more »

GP state of emergency declared by London GP leader (20 Apr 2016)

Today 400 doctors and practice staff join Dr Michelle Drage, London’s GP leader, in declaring a “GP state of emergency” in the face of pressures which threaten services to patients....
Read more »

Sub-contracted GPs now have access to the NHS Pension Scheme (13 Apr 2016)

Following a period of consultation, the Department of Health has published regulations allowing GP practices to pension earnings from sub-contracted clinical services, where the holder of the main contract is...
Read more »

Changes to the pertussis vaccination for pregnant women (13 Apr 2016)

The pertussis vaccination for pregnant women has been updated in the Green Book, coming into effect from the start of April 2016. The updated Green Book says: Pregnant women should be...
Read more »

BMA GPC looking to identify GPs who work in prisons (12 Apr 2016)

Dr Alex Bunn is the BMA GPC representative for prison doctors and is keen to hear from any GPs who work in prisons. He says: “There are about 700 of...
Read more »

Speakers' Corner - Powering up London's primary care workfore (12 Apr 2016)

In exactly one week 400 of London’s GPs and practice staff will be gathering at the Emirates Stadium to work on the challenges we face and find the solutions to...
Read more »
Next Page »