Medical professionals should explain their reasoning and listen respectfully when patients present information found online, health leaders say, as experts tackle the challenge of health misinformation in NHS consultations.
An expert panel convened at the Nuffield Trust Summit has called for a fundamental shift in how doctors approach consultations when patients arrive armed with health information sourced from the internet. Rather than dismissing or undermining patient research, the panel argues that medical professionals must demonstrate humility and transparency to protect the doctor-patient relationship in an era of widespread health misinformation.
The roundtable discussion, chaired by Kamran Abbasi, Editor-in-Chief of The BMJ, explored how NHS staff can effectively tackle health misinformation and disinformation whilst maintaining trust with their patients. The conversation highlighted a growing trend: patients are increasingly researching their symptoms and conditions online before or during consultations, sometimes testing their doctors’ knowledge and willingness to engage with their findings.
The challenge of the “infodemic”Kamila Hawthorne, former chair of the Royal College of General Practitioners and current chair of the National Academy for Social Prescribing, shared observations from her own clinical practice. “Patients are coming in with information more and more, and they’re almost testing” their doctors, she explained to the panel. This shift reflects broader changes in healthcare engagement, where patients take a more active role in understanding their own health.
The rise of what public health experts call an “infodemic”—an overwhelming amount of information, including misinformation and disinformation—presents genuine challenges for the NHS. Online health content ranges from evidence-based resources to unreliable claims, conspiracy theories, and pseudoscientific remedies. GPs and specialists must now navigate not only diagnosing and treating patients but also helping them evaluate the credibility of information they’ve encountered.
Why humility mattersThe expert panel’s recommendation centres on a simple but powerful principle: doctors should approach these moments with professional humility. This doesn’t mean accepting all patient information uncritically, but rather engaging respectfully with what patients have found and explaining why specific medical advice is being given.
Humility in this context means acknowledging that patients have legitimate reasons to seek information, recognising the emotional investment in their own healthcare decisions, and treating their concerns seriously. It also means being willing to discuss why certain online sources may be unreliable, rather than dismissing them outright or making patients feel foolish for having looked them up.
Building trust through transparencyA key finding from the panel discussion was the importance of explanation. When doctors articulate their clinical reasoning—why they are recommending a particular treatment, why certain online claims lack evidence, or why a patient’s symptoms point to a specific diagnosis—they strengthen trust rather than undermine it. This transparency helps patients understand the basis of medical advice and reduces the likelihood that they will subsequently seek alternative information online.
The relationship between doctor and patient has historically relied on a level of deference to medical expertise. However, the internet has fundamentally altered this dynamic. Patients now have access to the same medical journals, research studies, and clinical guidelines that healthcare professionals use. Rather than resisting this shift, the panel suggests embracing it as an opportunity to involve patients more meaningfully in their own care.
The broader context for NHS servicesFor NHS staff already stretched by demand and time pressures, addressing health misinformation adds another layer to the consultation. However, the panel’s recommendation is not to add significant time or complexity to appointments, but rather to adjust the quality of engagement. Brief, clear explanations of medical reasoning can often be more effective than lengthy rebuttals of online claims.
This approach aligns with NHS values around shared decision-making and patient autonomy. When patients feel heard and respected, they are more likely to engage with prescribed treatments and less likely to abandon medical advice in favour of unproven alternatives found online.
Practical implicationsFor healthcare professionals across Kent and the wider NHS, this guidance suggests that training on health literacy and misinformation management should form part of routine professional development. GPs, practice nurses, and specialists may benefit from strategies for identifying common misconceptions, discussing sources critically, and explaining evidence in accessible language.
The challenge extends beyond individual consultations. Healthcare providers might also consider directing patients towards reliable online resources—such as NHS.uk, NICE (National Institute for Health and Care Excellence) guidance, and reputable patient information services—to provide trustworthy alternatives to the misinformation circulating online.
Source: @bmj_latest
Key Takeaways
- Doctors should approach patients’ online health research with respect and professional humility, rather than dismissal
- Clear explanation of clinical reasoning helps maintain trust and supports informed decision-making
- Healthcare professionals must be equipped to discuss the reliability of online health information constructively
- Transparency about why specific medical advice is given can reduce patients’ inclination to seek alternative information online
What This Means for Kent Residents
For patients in Kent accessing services through Kent and Medway NHS Trust and local GP practices, this guidance means better-quality consultations where your concerns and research are taken seriously. If you’ve found health information online before your appointment, you can expect healthcare professionals to listen respectfully and explain their recommendations clearly. For reliable health information to discuss with your doctor, visit NHS.uk or consult NICE guidance on specific conditions. If you’re struggling to access GP services or have concerns about your care, contact your local practice or speak with NHS England’s patient support services.
