Online and social media - strategy, risk management, understanding and managing feedback





The latest offer in Londonwide LMCs' free development support for practice managers, or to a nominated other member of the team who would benefit.

This series of three workshops will run from 10:15am-12:30pm via Zoom on consecutive Wednesdays commencing 5 August 2020. Delegates are encouraged to attend all three workshops which will comprise a mix of presentation and breakout activities.

The workshops will be delivered remotely by MDDUS who will bring their risk management and practice training expertise to this fast-developing area, with details worked into the syllabus of how and when practices can access support from Londonwide LMCs.

Workshop one: strategy - Wednesday 5 August

  • This workshop will explore the benefits of social media for GP practices and how it can interface with, and supplement, other mechanisms used to engage and inform patients, teams and other stakeholders.  We'll explore:
    • How social media interfaces with other communication channels - e.g. email, text, telephone, online consultations and you practice website
    • Which channels offer which opportunities/ risks, including NHS Choices, WhatsApp, Facebook, Google Maps reviews.
    • How the practice can use social media to improve communication with patients and reduce known access risks.
    • The opportunities and risks associated with team use of social media to support communication, and business continuity.
  • Participants will be able to share their own experiences and to understand the potential opportunities and challenges associated with the implementation of social media to achieve practice benefits.

Workshop two: management of risk - Wednesday 12 August

  • Whilst there are many benefits for GP practices in using social media, this workshop aims to ensure that PMs understand the legal, regulatory, HR, employment and reputational risks that can arise, and how to disseminate this learning to colleagues.
  • Scenarios illustrating common pitfalls will be shared allowing participants to consider how they might plan to avoid these within their own practice using tactics such as awareness raising, training, policy development and codes of practice. 

Workshop three: managing feedback - Wednesday 19 August

  • This final workshop explores the patient perspective and how GP practices can use this to maximise the benefits gained through use of social media, in particular to inform and refine patient communication and improve service provision. We'll explore areas such as:
    • How to respond to patient comments on social media channels (their own, or the practices), including how to configure channels to manage what can comments can be
    • What the practice can do if a patient shares their consultation on social media, and how to avoid this occurring.
    • How to approach media enquiries.
    • How to use feedback to improve service provision/improve the reputation of your practice.
  • Participants will review risk reduction approaches which can be adopted in response to negative feedback, and will explore strategies to manage a range of challenging scenarios GP practices can face across personal, practice, patient, NHS and other channels.

To book your place please email Karen Piddington, Project Manager, Londonwide LMCs' Workforce, Training and Innovation Team at by 15 July 2020. Free places are limited and allocated on a first come, first served basis.

A fuller description of each workshop can be found here.

Note: you will need access to a computer with a webcam, microphone and stable internet connection in order to participate in the workshops. The workshops will be delivered by Zoom, so we strongly advise you familiarise yourself with this platform in advance.

Last updated : 08 Jul 2020


Tips of the month January 2022 (19 Jan 2022)

We provide weekly tips based on common queries which come through to us from London GPs and practice teams. These are shared via social media and collated for...
Read more »

Fuller report response (19 Jan 2022)

Professor Claire Fuller is leading a wide-ranging national stocktake of how best primary care can be supported within the emergent Integrated Care Systems (ICS). The focus of the work will be on...
Read more »

December 2021 workforce survey results (19 Jan 2022)

Thank you for taking the time to complete our December 2021 workforce survey at time when practice teams were so overstretched. We had 327 responses from 277 individual member practices, of...
Read more »

Online and video consultation data collection (19 Jan 2022)

A data provision notice (DPN) for a data collection on Online and Video Consultation in General Practices  was issued to general practices in England on 10 January 2022. NHS...
Read more »

PANORAMIC study (19 Jan 2022)

Dr David Mummery is a member of Hammersmith and Fulham LMC and Clinical Speciality Lead for Primary Care, North West London Clinical Research Network. He writes here about why practice participation...
Read more »

General practice issues in Parliament (19 Jan 2022)

In December, the House of Commons’ Health and Social Care Committee published their report on clearing the backlog caused by the pandemic. Research by the Institute for Fiscal...
Read more »

Managing a remote team module - applications now open (19 Jan 2022)

Runs: online, with a taught day on 4 February 2022 Costs: £325 + VAT This module is suitable for anyone working in a position of management or leadership where members...
Read more »

Covid-19 antiviral pilots (16 Dec 2021)

The government announced this month that thousands of the UK’s most vulnerable people will be among the first in the world to access a new antiviral treatment for Covid-19, Molnupiravir....
Read more »

Registering overseas vaccinations at vaccination sites (16 Dec 2021)

On 9 December the Government updated guidance advising patients who wish to add an overseas Covid-19 vaccination to their NHS record to do so by booking a specific type of...
Read more »
Next Page »