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' workforce survey (17 Jun 2015)

Thank you to all who responded to our recent workforce survey. We had an excellent response and we will be giving you a fuller update on what it tells us...
Read more »

Working with new MPs and Ministers following GE2015 (17 Jun 2015)

Londonwide LMCs is working with London MPs to raise awareness of funding and workforce issues affecting general practice in London. At the 2015 General Election, 19 of London’s 73...
Read more »

Workforce Minimum Data Set (17 Jun 2015)

We are aware that a number of practices have started receiving letters from HSCIC stating that section 10 of the Data Protection Act does not apply to the workforce...
Read more »

Congratulations to Dr Chaand Nagpaul on his CBE (17 Jun 2015)

Dr Chaand Nagpaul received a CBE in the Queen’s Birthday Honour’s list for his services to primary care. Congratulations from all at Londonwide LMCs! Londowide LMC’s Chief Executive, Dr Michelle...
Read more »

Care certificate implementation guidance (16 Jun 2015)

Health Education North West London has produced the attached information to help practices implement the Care Certificate. It provides guidance on who should complete the Care Certificate, how and where it...
Read more »

Care Quality Commission visits and updates (16 Jun 2015)

A number of London practices will be undergoing Care Quality Commission (CQC) inspections this summer. The CQC website has a useful list of which practices will be inspected in...
Read more »

Malicious software alert – take action now (16 Jun 2015)

The Health and Social Care Information Centre (HSCIC) wrote to a number of GP practices in March and April this year that had been identified as being infected with malicious...
Read more »

Freedom of Information requests Londonwide LMCs’ advice to practices (16 Jun 2015)

Some practices have been asking about how to respond to Freedom of Information (FoI) requests and what to release. Londonwide LMCs’ advice is as follows: GP practices are public...
Read more »

Revised NMC code overview (16 Jun 2015)

Birmingham and Solihull Mental Health NHS Foundation Trust have produced a video which gives an overview of the revised NMC code for nurses and midwives which came into effect...
Read more »
Next Page »