Bulletin 12.07.2011

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NHS Choices Website/Managing Patient Feedback

As you will be aware, 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:

  1. 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.
  2. Report the comment to the website moderator as unsuitable.

Following some concerns which have recently been raised again about the NHS Choices website, we would like to re-iterate advice to GPs regarding negative comments on the site. The GPC encourage GPs to respond constructively to the website when a comment is posted about them, in order for them to be able to correct any misrepresentation and also to show their professionalism under these circumstances. As long as the reply is positive and carefully constructed, rather than defensive, it should help and not hinder GPs in these particular situations.

NHS Choices also 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.

This NHS Choices guidance page regarding managing patient feedback and this page highlighting best practice in responding to patient feedback may assist practices in managing any comments they receive.

DoH HR Transition Framework

The DoH have published this HR Transition Framework, which provides the overarching guiding standards for the Department, NHS and Arm’s Length Bodies (ALBs) relating to the movement of employees to the new or changed bodies proposed in the Health and Social Care Bill 2011.

Chronic Kidney Disease FAQs

The GPC and NHSE have just published this updated set of FAQs in relation to chronic kidney disease and the Quality and Outcomes Framework (QOF) indicators. First published in November 2009, these FAQs have now been updated to take into account current issues and the latest available evidence in line with NICE guidelines for this disease area. In particular, the updated guidance includes new sections on ‘management of CKD: a summary’ and on stages and complications of the disease. It also includes two new annexes on ‘what should practices do if they do not have access to eGFR?’ and a ‘glossary of terms’ at the back of the document.

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