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

 

Tips of the week December/January 2018 (22 Jan 2018)

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 »

Why being able to summarise medical records still matters in the digital age (22 Jan 2018)

High quality training for medical notes summarising remains vital for general practice says Hilary Andrews, Nurse Advisor/Freelance Trainer for HAT Training and Medical Services Training. Summarising medical records is hardly...
Read more »

Child safeguarding reports and other collaborative arrangement payments (22 Jan 2018)

Dr Elliott Singer, Medical Director at Londonwide LMCs, recently wrote to the local authorities (LAs) in the 27 London boroughs covered by Londonwide LMCs to raise the issue of practices not...
Read more »

GPC regional election nominations 2018 (18 Jan 2018)

Nominations are open for the round of GPC regional elections to cover terms from 2018-21, in London two seats are up for election: Enfield and Haringey, Camden and Islington,...
Read more »

NHS England extend access advertising campaign (19 Dec 2017)

On Monday 11 December NHS England launched an advertising campaign telling patients in London that 75,000 GP appointments are in the month spanning the Christmas period and to contact...
Read more »

Thank you for your hard work this year (19 Dec 2017)

Well done. Not enough people say it to you, the difference everyone working in London general practice makes to the people you care for and the adversity you face in doing so...
Read more »

Changes to the Londonwide LMCs' Buying Group (19 Dec 2017)

Londonwide LMCs’ Buying Group will be ending its relationship with PSS on 31 December 2017, following concerns over the quality and advertising of some products.  New arrangements are imminent and...
Read more »

November 2017 Practice Manager Conference round-up (18 Dec 2017)

On Wednesday 22 November Londonwide Enterprise Ltd held a very successful Practice Manager Conference entitled Workforce, Wellbeing, Improvement. The programme included sessions from our own Medical Directors; doctors Elliot Singer...
Read more »
Next Page »