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

Balsall Heath Health Centre - Dr Walji & Colleagues


Not giving correct prescriptions

My mother has to have 18 to 20 repeat prescriptions. She wasn't getting correct prescriptions and sometimes not getting prescriptions at all. We thought it was the chemist's fault but it transpired that the problem was with the GP not giving correct prescriptions to the chemist that picks them up. Was told that the reason why she is not getting the prescriptions is because she needed a medication review. We kept phoning the surgery to make sure they were dispensing correct prescriptions. I was then called into the office, with my mother for a meeting and the surgery then barred me.