Purpose

This policy outlines how the practice uses social media and the expectations for respectful and appropriate engagement by staff, patients and members of the public. 

The objective of this policy is to ensure that social media is used responsibly while protecting patient privacy, staff safety and the professional reputation of the practice.

Scope

This policy applies to all employees, contractors, clinicians, administrative staff, students and any person representing the practice online.

It also applies to all official practice social media accounts and any online activity that references the practice.

Use of Social Media

The practice may use social media platforms such as Facebook and Google Business listings and other platforms to share:

• Health promotion information

• Practice updates and announcements

• Public health information

• Community news and events

• General information about services available at the practice

Information provided on social media is general in nature and should not replace professional medical advice.

Patient Privacy

Protecting patient privacy is a core responsibility of the practice.

To comply with privacy legislation and professional healthcare standards:

• The practice will never discuss individual patients or clinical cases on social media.

• Staff must not post or share patient information, images or identifiable content.

• Medical advice cannot be provided through social media platforms.

Patients should contact the practice directly for medical advice or appointments.

Community Engagement

The practice welcomes respectful engagement on its social media platforms.

However, the practice reserves the right to remove or moderate comments that are:

• Offensive, abusive or defamatory

• Discriminatory or hateful

• Misleading or containing medical misinformation

• Promotional advertising or spam

• Breaching privacy laws

• Harassing staff, patients or other users

Users who repeatedly breach these guidelines may be blocked from the practice’s social media pages.

Online Reviews

The practice values feedback from patients.

Due to privacy obligations, the practice cannot discuss individual medical matters in response to online reviews or comments.

Patients are encouraged to contact the practice directly to discuss any concerns or complaints so that they can be addressed appropriately.

Messaging and Medical Advice

Social media accounts are not monitored continuously and must not be used for:

• Medical advice

• Urgent health concerns

• Appointment requests

• Prescription requests

For medical matters, patients should contact the practice directly.

In the case of a medical emergency, please contact emergency services immediately.

Professional Standards

All social media activities associated with practice must comply with relevant professional standards and legislation, including privacy laws and healthcare regulations.

Staff representing the practice online must act professionally and ensure that information shared is accurate and responsible.

Policy Review

This policy will be reviewed regularly to ensure it remains consistent with current legislation, privacy obligations and professional healthcare standards.

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Document Title: Social Media Policy

Reviewed By: Business Manager

Effective date: March 2026

Review: Annually