Social Media Policy for Patients




There are many social media platforms that are widely used by both staff and patients at Castlegate & Derwent Surgery; these include Facebook, Twitter, Instagram, YouTube, Whatsapp, LinkedIn and others.

  • Castlegate & Derwent Surgery has a Facebook page which provides a range of useful information for our patient population.
  • Castlegate & Derwent Surgery has a duty to maintain patient confidentiality and to safeguard vulnerable patients. You can help us achieve this by adhering to the code of conduct outlined in this policy.


Patients at Castlegate & Derwent Surgery are expected to adhere to the following code of conduct at all times:

  1. Patients are not permitted to take photographs or any media recordings in the waiting room or areas where other patients are present, nor are photographs or media recordings of any staff permitted without their explicit consent.
  2. The practice 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 unless agreed by clinicians.
  3. Patients are not permitted to disclose any patient-identifiable information about other patients, unless they have the express consent of that patient.
  4. Patients should not use any social media platform to communicate medical information with the practice as this is not secure. Any such communications will be deleted and, if possible, a message sent to use routine communication methods with the practice.
  5. Patients must not post any material that is inaccurate, fraudulent, harassing, embarrassing, obscene, defamatory or unlawful. Any such posts on the practice social media outlets like a Facebook page, Twitter account etc will be deleted by the practice and the post reported.
  6. Patients must not post comments on social media that identify staff who work at the practice.
  7. Patients are to use NHS Choices should they wish to leave a review about Castlegate & Derwent Surgery; this will enable the complaints manager to respond appropriately
  8. Defamatory comments about our team are not to be shared on any social media platform. Legal advice will be sought and the 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 practice in accordance with the practice policy. If a complaint or defamatory comment naming or suggesting our surgery made on any social media platform is we reserve the right to moderate and / or delete comments / or report to the platform supplier. We may also invite the individual in for a meeting with the management team to discuss and address concerns raised and help prevent the breakdown of patient and surgery relations which if not addressed can lead to patients being removed from our patient list