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.

Your reply

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Original feedback for

All Saints Medical Centre


Impossible to make an appointment!

I have been a patient at All Saints for many years and have received some really good care, treatment and advice. However, it is becoming impossible to make an appointment to see a doctor. I called the surgery this morning to be told there are no appointments available today and nothing I can pre-book because the September diaries are not open yet. This is becoming a normal experience of trying to get an appointment, reception staff are unhelpful. In my experience, once I have got an appointment, the doctor's always seem to run late and you are left waiting for a considerable amount of time.