The Practice recognises that patients may wish to use social media or online platforms to share feedback regarding the services they receive. We value constructive feedback and use it to improve patient care. However, it is essential that all communication about the Practice, its staff, and its services is conducted respectfully and responsibly.
The following expectations apply to all patients, carers, and members of the public engaging online regarding the Practice:
Respectful Communication
- Patients must not post content that is abusive, threatening, defamatory, discriminatory, or harassing toward the Practice, its staff, or other patients.
- We ask that feedback — whether positive or critical — remains factual, fair, and respectful in tone.
Protection of Staff and Patient Safety
- The Practice operates a zero‑tolerance policy for online harassment, intimidation, or personal attacks directed at staff.
- Sharing personal details, photographs, or identifying information of staff or other patients without explicit consent is strictly prohibited.
- Any online content that places staff at risk or exposes confidential or sensitive information may result in appropriate safeguarding or legal action.
Use of Appropriate Channels for Concerns
- Patients are encouraged to raise concerns directly with the Practice through established routes, including:
- The Practice complaints procedure
- NHS complaints processes
- Direct communication with the management team
- Raising concerns through the proper channels ensures issues can be resolved fairly and promptly.
Defamatory or Harmful Online Comments
- The Practice reserves the right to address online content that is untrue, damaging, or likely to cause reputational harm.
- In some cases, individuals may be contacted and asked to remove or correct content.
- Where serious harm is caused to staff or the organisation, the Practice may seek guidance from NHS England, legal counsel, or law‑enforcement authorities.
Respect for Confidentiality
- Patients must not share confidential medical details, test results, private messages, or any information that breaches data protection laws or compromises their own or another person’s privacy.
- The Practice will never discuss personal medical matters on social media and encourages patients to do the same.
Impact on Patient–Practice Relationship
- While patients have the right to express views publicly, persistent abusive or threatening comments may be considered unacceptable behaviour under NHS guidance.
- In extreme circumstances, the Practice may consider restricting a patient’s access to services in line with NHS Zero Tolerance Policies and relevant regulations.
