How to protect yourself in the online space
26 Sep 2025
Just as people check online reviews before choosing a restaurant, patients are increasingly doing the same when selecting a GP. Sites like Google and social media platforms let patients rate, comment on, and share their experiences with general practices. While most reviews are positive, some can be frustrating, unfair, or upsetting for GPs.
Managing online feedback is not just a reputational concern—it also involves legal and ethical responsibilities. Dr Rob Hosking offers guidance on how GPs can navigate these challenges.
Handling negative reviews
The first rule is often: do nothing. Not every negative comment needs a response. Many negative reviews are simply a patient venting or being irrational, and engaging can escalate the situation.
If a comment raises a legitimate concern, respond calmly and politely. Offer to take the conversation offline, for example by inviting the patient to contact the practice directly. It’s important to remember that you cannot confirm or discuss any details of a patient’s care online due to privacy laws. Sharing even minor clinical information could breach confidentiality or advertising regulations.
For abusive, misleading, or defamatory reviews, you can request the platform to remove them. Legal advice may be needed if a review is potentially defamatory. Often, the best approach is to focus on providing consistent, high-quality care and positive patient experiences rather than reacting to occasional negative feedback.
Positive reviews and advertising rules
GPs cannot legally use positive reviews or testimonials to promote their practice. Australian laws prohibit healthcare providers from using comments about clinical care or health outcomes in advertising, including on websites or social media pages.
Using social media responsibly
Social media platforms like Facebook and Instagram can be useful for connecting with patients, promoting health awareness, and sharing practice updates. However, content must be handled carefully. Sharing patient photos, stories, or even anonymous case studies can breach privacy rules if not done correctly.
The RACGP recommends that practices have a clear social media policy and that all staff understand their obligations. The Australian Health Practitioner Regulation Agency (AHPRA) provides guidance on meeting legal requirements for advertising, testimonials, and patient privacy.
Key takeaway
Dr Hosking emphasises that in the digital age, GPs must balance maintaining their reputation, protecting patient privacy, and following regulations. Online engagement is here to stay, so the best approach is to stay informed, think before posting, and always put patient confidentiality first.
Source: Dr Rob Hosking, reported by newsGP
