Constructive response

Responding constructively to comments can often paint a practice in a favourable light, particularly if your response contains an apology for the dissatisfaction felt and a helpful way forward to resolve any concerns.

It is understandable to want to respond to criticism in a defensive or even counter-attacking way, particularly when under fire from abusive and potentially defamatory words. You should beware of posting a response in haste, though. It is generally better to acknowledge comments online, but take conversations offline.

Members should be mindful of standard 9.1.3 of the GDC's Standards for the Dental Team, which states: 'You should not publish anything that could affect patients' and the public's confidence in you, or the dental profession, in any public media, unless this is done as part of raising a concern.... In particular, you must not make personal, inaccurate or derogatory comments about patients or colleagues'.

Anonymity

NHS Choices users can either adopt a screen name or choose to remain anonymous. It may be an option to state politely in your online response to an anonymous posting that you would like to discuss the comments directly with the user, and invite them to get in touch with the practice.

Moderation - dos and don'ts

NHS Choices has a moderation process to ensure that contributions are 'constructive, relevant and civil'. Specific accusations of clinical negligence in which an individual is identified will not be published and contempt of court rules mean that users cannot make comments that could prejudice the outcome of a court case or GDC hearing.

Right to reply: managing NHS Choices

Right to reply: managing NHS Choices