Social Media Policy

In the modern age of the internet, some people choose to air their concerns regarding services on social media. Whilst many of our patients are consistently positive about their experience with us, inevitably, comments that are posted on social media about practices tend to be of a negative nature and may attract further negative responses – often becoming individualised comments rather than constructive feedback about an organisation.

We welcome ALL feedback – positive and negative – as it is gives us the opportunity to review the services we provide and, where necessary, make changes to ensure we are continually improving our service.  However, we would ask that rather than posting offensive or derogatory comments about the practice or any of our staff on social media, where we may or may not see your comments, you bring any aspects of the service that you are unhappy with to our attention in a constructive way, and one which gives us the opportunity to address your concerns.  Please consider one of the following routes:

1. In writing. Please feel free to leave any comments or suggestions in the letter box next to the reception desk, hand in to a member of staff, or send an email to the practice or specifically to the practice manager if you wish to make a complaint.
2. Tell us about it (in a calm and polite manner!)
3. You can visit the NHS Choices website and leave a ‘star’ rating and a comment – once again, we would ask that these comments are respectful, even if negative.

If any offensive social media posts are brought to our attention, we may contact the patient/s involved and invite them to have a face-to-face discussion about the issues that they have. However, depending on the content of the post, it may be viewed as a potential breakdown in the doctor-patient relationship and could result in you being removed from our practice list.

We welcome feedback both positive and negative, however as we work hard as an organisation on a daily basis to meet ever increasing demand, with our staff facing increasing pressures, we appreciate being given the opportunity to address an issue if something has gone wrong, in a fair and constructive manner.

Trumpington Street Medical Practice: August 2020