GPs are the most discussed group on NHS Choices; here are some tips to use patients’ comments to your advantage
GP practices are still profoundly uncomfortable with the existence of ‘TripAdvisor’-style feedback services, such as NHS Choices and iwantgreatcare.org. Anyone searching online for a practice in their area will see reviews on most local listings sites, such as Yell and Qype. Even Google itself offers its own review facility alongside its search results. However, one thing is clear – they are here to stay.
Many GPs have dismissed ‘review’ websites as a platform for whingers, arguing the feedback is not valid because it is not representative of the majority view and only those who have had a terrible experience are motivated enough to comment.
It is fair to say online feedback attracts the extremes at both the positive and negative end. But there is a lot practices can do to minimise the damaging effect of the odd negative comment and make feedback services work for them.