Patient Social Media, Photographing and Recording Guidance

At Manor Park Medical Centre, we have Facebook page which provides a range of useful information for our patient population.

Manor Park Medical Centre has a duty to maintain patient confidentiality and to safeguard vulnerable patients. You can help us to achieve this by adhering to the code of conduct outlined in this policy.

Patients at Manor Park Medical Centre are expected to adhere to the following code of conduct at all times: 

The organisation requires all users of portable devices to use them in a courteous and considerate manner, respecting their fellow patients. Portable devices are not to be used during consultations, except when agreed with your clinician.

Patients are not permitted to disclose any patient-identifiable information about other patients, unless they have the express consent of that patient. 

Whilst not encouraged, patients may record their consultation but this should be agreed with your clinician. This recording will solely be for your own purpose. Agreement must be obtained prior to the consultation starting.

Patients must not post any material that is inaccurate, fraudulent, harassing, embarrassing, obscene, defamatory or unlawful. Any such posts on the organisation Facebook page will be deleted and the post reported.

Patients are not permitted to take photographs/recordings in the waiting room or areas where other patients are present, nor are photographs/recordings of staff permitted to be taken. 

Patients must not post comments on social media that identify any staff.

Patients are able to leave a review about Manor Park Medical Centre. The following link can enable the practice manager to respond appropriately. https://www.nhs.uk/service-search/find-a-gp (NHS Choices)

Defamatory comments about our team are not to be shared on any social media platform. Legal advice will be sought and appropriate action taken against any patient who posts defamatory comments.

Patient complaints on social media

We have a separate complaints policy which patients are to use should they wish to make a complaint. We will only respond to complaints made to the organisation in accordance with the organisation’s policy.

If a complaint is made on the organisation’s Facebook page, it will be deleted.

Inappropriate and Abusive Behaviour

Some examples of inappropriate behaviour include, but are not limited to the following:

• Aggressive or abusive behaviour, such as shouting or personal insults, in person or via social media
• Discrimination or harassment when related to a protected characteristic under the Equality Act 2010
• Unwanted physical contact
• Spreading malicious rumours or gossip or insulting someone
• Stalking
• Offensive comments/jokes or body language
• Persistent and unreasonable criticism
• Unreasonable demands and impossible requests
• Coercion, such as pressure to subscribe to a particular political or religious belief

What constitutes inappropriate or unreasonable behaviour could be a subjective matter and therefore the final decision lies with the Senior Management Team of Manor Park Medical Centre.

Violent or Abusive Behaviour

It is acknowledged that a small minority of patients may become abusive or violent towards staff at Manor Park Medical Centre, making it difficult for the healthcare team to provide services. This organisation has a zero-tolerance attitude towards such behaviour and is committed to reducing the risk to staff and other patients resulting from such behaviour.   

NHS England classifies violent or abusive behaviour as:

• Any incident in which “an employee is abused, threatened or assaulted in circumstances relating to their work” (HSE 1996) 
• The intentional application of force to the person of another, without lawful justification, resulting in physical injury or personal discomfort
• The use of inappropriate or discriminatory words or behaviour causing distress and/or constituting harassment
• Behaviour that is hostile, destructive and/or violent

Classifications for assault are as follows:

• Physical assault is the intentional application of force to the person of another, without lawful justification, resulting in physical injury or personal discomfort
• Non-physical assault is deemed to be the use of inappropriate or discriminatory words or behaviour causing distress and/or constituting harassment

Any behaviour found to be violent or aggressive, or inappropriate as detailed above will risk being removed from our patient list immediately.