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

Bartley Green Medical Practice


Awful appointments procedures

Although the doctors are great, the reception staff, or appointments procedure is infuriating - which is not helpful when already unwell. I waited on the line for half an hour, got through at 9.20am and was then hung up on, waited another half an hour, finally got through and was asked dob, and why I called, to then be told there are no appointments. It wouldn't be difficult to first not hang up on sick people, second have a message when calling stating there are no appointments! No apology was given, I asked about making a complaint and was just given an apathetic response. Absolute waste of my morning, that made me late for work.