Social Media Policy

This Social Media Policy describes how Bladder & Bowel Community uses online communication tools such as social media, in order to encourage fair and safe use. The information that we gather on or through our Services and how we use and process such information is described in our Privacy Policy, along with wider Terms and Conditions of using our services. 

We set out a broad moderation policy which covers our use of Facebook, Twitter and Instagram, with more specific terms for each social media channel where required.

For Facebook Group members, we then describe what is and isn’t acceptable in terms of fair and safe use so that all concerned may understand how and why we may moderate content.


The Bladder & Bowel Community is an information-led service. We kindly ask users to review these guidelines when posting comments to promote a healthy and inclusive environment. Moderation may not always be required, but Bladder & Bowel Community retain the right to make informed decisions when moderating content if it is deemed appropriate. If moderation is required, the person(s) involved will be notified of the action taken, and reasons it was required.


Bladder & Bowel Community may decide to follow a particular Social Media account however this does not imply endorsement of any kind. We follow accounts that we feel are relevant to our community and wider interest areas, which may include following companies and other commercial enterprises (and/or their employees) who comment on Bladder & Bowel related issues.

Shares and Re-posts

If Bladder & Bowel Community shares a post from a third party, this does not imply endorsement. We may choose to share or repost news, information and items of interest that we believe are relevant to our community.

Availability and Responsiveness

We are committed to updating and monitoring our Social Media accounts during regular office hours (9am to 5pm GMT), whilst we may post, monitor and respond at other times of the day, we may not be able to respond to messages directly until usual working hours. The only exception is the Bladder & Bowel Community Support Group on Facebook – see details below.

Any messages received directly will be reviewed, and when possible we will respond to them. However, please note that due to the high number of enquiries we receive, we encourage users to email us at [email protected] in order for us to direct their enquiry accordingly.  This also applies to anyone wishing to make a media request, data request or complaint. 

Zero Tolerance 

The Bladder & Bowel Community is run by a team of passionate individuals, who care about reducing the stigma associated with bladder and bowel conditions, and helping people to live a happier and healthier life. We wish everyone to enjoy their part in the community whether they are employees, members or volunteers. As such, we have a zero tolerance policy on any abuse made towards our staff or members of the community, including social media. 

Example of abusive behaviour includes (but is not limited to):

  • Swearing
  • Threatening language
  • Malicious comments
  • Offensive or obscene language
  • Inciting hatred based on race, religion, gender, nationality, sexuality or any other personal characteristic or medical conditions
  • False impersonation
  • Emojis or GIFs used for abusive purposes

Facebook Page, Instagram & Twitter

Instagram and Twitter are free to use, third party tools used by Bladder & Bowel Community to communicate News, Views, Articles and Information to followers. We may ask questions to learn about topical situations, to which users may choose to respond or not at their discretion. 

Should we choose to follow a particular account or engage with a post, this does not necessarily indicate endorsement. Users are encouraged to be open and friendly, and any use of abusive language or imagery will not be tolerated.

Facebook Group Moderation 

We take care to moderate comments and discussions within the Bladder & Bowel Community Support Group in order to protect and nurture an inclusive, healthy space. This group is provided free of charge and moderation is provided for the benefit of all.

We encourage lively discussion, however at times it is necessary to remind people that their actions may offend, or negatively affect others. 

Bladder & Bowel Community have published a set of rules in Facebook for Members to follow. You can see a copy of these rules via the Group ‘About’ section. We ask users to agree to Group Rules when requesting to join the group by selecting ‘I agree’.

We ask support group members to:

  1. Be kind and respectful at all times
  2. Not offer medical advice
  3. Not privately message other members
  4. Keep posts on topic. We cannot allow posts that defame, abuse, harass, stalk, threaten or otherwise violate the legal rights (such as rights of privacy and publicity) of others. 
  5. Support each other
  6. Not advertise or spam the group
  7. Keep medical photos to the comments section
  8. Report any posts that infringe these rules to Group Admins
  9. Not offer to sell, give or trade prescription items to others, including continence and catheter products

We also remind members that the support group is private and as such:

  1. Not to share personal details with others such as contact details
  2. To be yourself – and not to impersonate another person or organisation
  3. Not to act unlawfully in any way
  4. To gain a parent or guardian’s permission if under the age of 16

Unfortunately we do not have the capacity to moderate comments which are made in any language other than English.

We reserve the right to suspend comments at any time, or remove people from the group where necessary. Moderation will not be used to suppress legitimate, reasoned discussion, however if Administrators of the Group have received complaints from other members, or foresee issues arising, they may decide to take action to protect all concerned.

If moderation is required, please note this action is not taken to censor your views. The aim is to ensure that comments relate to the particular subject being discussed, and do not escalate unnecessarily. The user(s) concerned will then be notified of the reasons for the action taken.

This social media policy was last updated 5th July 2021