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

Alpha Medical Practice


Bad attitude, refusing to treat the condition

I personally have experienced very bad attitude from the professionals working at this practice as physician assistants and pharmacists that are assisting GPs to treat patients. A friendly manner towards patients would greatly be appreciated rather than showing an ignorant attitude. Furthermore, I have also noticed as a patient that when you are reporting your symptoms or concerns about your health half of the things you say are ignored. Things such as referrals to counselling services for the particular well being of the patient. Stubborn behaviour which I have recieved from a pharmacist working here refusing to treat my condition as she thought she would rather wait for the illness to get worse before she could offer treatment rather than treating it at the earlier stages. This particular professional is using "protecting her license" as an excuse for not treating patients and not prescribing treatment to relieve the symptoms at the earlier stages of the infection. I would highly recommend to be seen by a GP for treatment of the actual symptoms rather than the assistants who are showing lack of confidence and competency to offer appropriate diagnosis and treatment.