Right to Respond

As part of our commitment to providing an honest and transparent view of health and social care services, Healthwatch Birmingham encourages providers to respond to comments the public have left.

Alongside ensuring providers can have a fair say in discussions about their services, replying to reviews demonstrates evidence of responding to patient feedback for the CQC, who regularly monitor our Feedback Centre. It is also an effective way to recruit service users for any wider engagement work at your organisation.

Guidelines for provider responses:

  • Keep language appropriate and civil
  • Remain professional and treat people’s comments fairly
  • Engage with the content of the review by addressing specific points and avoid cut and pasting a standard response
  • Don’t disclose the service user’s personal details or any potentially identifying information
  • Where appropriate leave organisational contact details e.g PALS or patient engagement teams for people to get further information

Remember: your response will be seen by everyone who uses the Feedback Centre, not just the original reviewer. All responses are moderated in accordance with our moderation policy.

For full terms and conditions, including a guide to how right to reply works for service providers download this guide.

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Original feedback for

All Saints Medical Centre


Extremely difficult to get an appointment.

Have to phone at 8:30am to get an appointment which is not always possible for working people. When you do get through which could be quickly, by 8:40am all appointments are usually gone. When you request to prebook an appointment, this is not possible. Even if it’s for the following month, you’re told that the booking system can not be opened. They surely have oversubscribed with patients and do not have the availability of GPS to accommodate their patients. The online booking system opens up appointments at midnight, this is ridiculous, again, working people are most likely asleep by this time! When I have used matchsticks to keep my eyes open, the app rarely shows any appointments. Extremely frustrating GP practice.