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

Amaanah Medical Practice


Prescription

Last week I've called the Drs surgery to book an appointment to speak to the Dr because I need to see the Dr to request for 3 months supplies of medication because I'm going away for 3 months. The receptionist said that I don't need to see the Dr because she will ask the Dr to sort my 3 months supply. When I've received the 1st set of medication on 27th August it was only 1 months supply, I called the Drs surgery again and explained to them that I need 2 more months supply of medication and they said that they will request the Drs again. I then received the 2nd set of medication today 2nd September it was 1 month supply again. I called the doctors today and my mum has spoken to the receptionist, and they said that we will ask the Drs to give you 1 more months of medication supply and also, they said it is up to the Drs to decide whether to give you 1 more months of supply. I'm not really happy about this because this whole issue is wasting my time, and I don't have the time to keep and going around in circles. If a patient requests to book an appointment with the Drs, then the receptionist should book the appointment with the Dr for the patient to allow the patients to speak and to discuss their medical needs and also problems.