Social media is widely used by patients, staff and members of the public. Ivel Medical Centre recognises that patients may use social media to share their experiences and views about healthcare services.
We welcome feedback, both positive and negative, as this helps us understand patients’ experiences and identify where improvements may be needed.
We ask everyone using social media to respect the privacy, confidentiality and wellbeing of our patients and staff.
Protecting patient confidentiality
Patient confidentiality is extremely important.
Please do not:
- Share identifiable or confidential information about another patient without their permission.
- Post photographs, videos or recordings taken within the practice where other patients can be identified.
- Share information obtained about another patient while visiting or contacting the practice.
If you believe confidential patient information has been shared inappropriately, please contact the practice so that this can be investigated.
Photographs and recordings
Please do not photograph, film or record other patients or members of staff without their permission.
There may be circumstances where a patient wishes to record their own consultation. If you would like to do this, please discuss this with the clinician beforehand.
Contacting the practice through social media
Social media should not be used to contact Ivel Medical Centre about your healthcare.
Please do not use social media to:
- Request medical advice.
- Make or cancel an appointment.
- Request medication.
- Share personal or medical information.
- Contact individual members of staff about your care.
Please use the appropriate contact options provided on our website instead.
Comments about practice staff
We understand that patients may wish to discuss their experiences of healthcare online. However, we ask that patients consider the privacy of individual members of staff when posting on social media.
Concerns about the conduct of an individual member of staff or the care you have received should be raised directly with the practice. This allows us to properly investigate your concerns and respond through the appropriate process.
We will not tolerate social media being used to threaten, harass or abuse members of our team.
Where posts or messages are threatening, abusive, discriminatory, defamatory or otherwise potentially unlawful, the practice may report the content to the relevant social media platform and, where appropriate, seek further advice or refer the matter to the relevant authorities.
Feedback and complaints
We welcome feedback about the services we provide.
If you are unhappy with the care or service you have received, we encourage you to contact us directly so that we have an opportunity to understand and address your concerns.
Formal complaints should be made through our Feedback & Complaints process.
Patients can also leave feedback about the practice through the NHS website.
We do not investigate or respond to formal complaints through social media.
Staff use of social media
All members of the Ivel Medical Centre team are expected to maintain patient confidentiality and appropriate professional boundaries when using social media.
Staff must not discuss individual patients or their care on personal social media accounts and must comply with relevant professional, confidentiality and data protection requirements.
If a patient contacts a member of staff through a personal social media account regarding their healthcare, they will be asked to contact the practice through the appropriate channels.
Reporting a concern
If you become aware of social media content that you believe breaches patient confidentiality, threatens or targets a member of staff, or otherwise raises a serious concern relating to Ivel Medical Centre, please bring this to the attention of the management team.
Thank you for helping us maintain a respectful, safe and confidential environment for our patients and staff.