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

Allens Croft Child Development Centre


Prescription Line and Service

I ordered via the prescription line, only to be informed that they had no order for the child, and to top it off, there was no doctor to sign the prescription that day. The child in question cannot function without these medications and had completely run out. It was left that I had to resort to begging my GP to prescribe emergency medication for the child, with five out of six (5 out of 6) pharmacies being unable to fulfill one of the items and the sixth being only able to fill one item only. This meant that the child had to struggle through half of a day without the medication which I think is unacceptable for a children's centre. My suggestion is that the prescription telephone service line at Allenscroft be completely overhauled as it is seriously failing children due to the following: 1. There is no way of knowing if your request has been received; 2. the actual reception line often gives messages stating that an incorrect number has been dialed; 3. there is often NO doctor available to sign prescription when there are glitches in the ordering phone line system and emergency medication is required (as was the cases with my child). It is my hope that Allens Croft remains a Child Development Centre and so should it continue to operate in a child-centred way that improves rather than impedes children's lives.