NHS Choices online patient feedback
By William Smith
For the past two years patients have been able to leave feedback about NHS services on the NHS Choices 
website. Comments can be left about the services of hospitals, GP surgeries and dental practices.
The feedback facility allows patients to anonymously rate and comment on the services provided, both positively and negatively.
At the time of the launch of this facility on the NHS Choices website the BMA was reluctant to back this patient feedback service. Now they are saying that the website is failing to give a balanced opinion of many GP surgeries and that comments left on the site are often ‘very partial, negative and unrepresentative’ according to Pulse Today.
Last week I read a report on Pulse that revealed that a member of staff at a GP practice in London had been sacked after posting angry responses to patients’ comments on the NHS Choices site.
Now it would seem that GPs are challenging comments although many remain unchallenged.
GPC negotiator Dr Chaand Nagpaul told Pulse: ‘Whilst 10% of comments are challenged there must be a far higher percentage where GPs simply have not got round to challenging what are often very partial, negative and unrepresentative views. The NHS Choices patient feedback service cannot be considered a valid representative view on a practice, as it is a narrow view by people willing and able to post, and often with an axe to grind.'
Surely the opportunity to comment on services is a positive step. if the service is of a high standard there would be a high proportion of positive feedback. Whilst good deeds sometimes go unmentioned and bad service tends to engender anger which results in some sort of need for retaliation, this kind of facility must paint an overall image of how patients feel about their treatment.
Dr. Nagpaul is calling for the service to be scrapped. I hope this will not happen. Patients should be allowed to have a voice. People often feel intimidated when faced by professionals and through this medium they can express their point of view, thus giving GPs and other health care providers a chance to up their game and better their service or to receive the praise they deserve.
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