NHS Choices – Responding to Negative Feedback

Negative comments posted on the NHS Choices website. . .

GPC has been made 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.

To clarify. . .

• Practices are notified of a comment pertaining to them following the publication of the comment.
• An alert is sent to a named recipient at the practice in question (usually the Practice Manager although this will be designated by the practice).

Practices then have two options. . .

• Post a reply, in order to put across the practice’s views and deal with any issues raised. This will appear immediately below the original comment.
• We strongly urge all practices to reply to negative comments very carefully as this can act as a very useful defence against an unfair comment, as well as enhancing the appearance of the practice in the eyes of the public. Keep it professional and factual rather than aggressive/defensive.
• Report the comment to the website moderator as unsuitable.

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 re-instate it as they deem appropriate.

The following NHS Choices guidance may assist practices in managing any comments they receive:

• Managing Patient Feedback
• Best Practice ­ – Responding to Patient Feedback