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

Bath Row Medical Practice, Attwood Green Health Centre


Disappointed - not what I expected

Over a week ago I phoned to make an appointment for a medication review. As it is the 12 month one I assume I need a blood test. Asked to book one - told no appointments. I said that wasn't very satisfactory as it could delay my repeat prescription. The receptionist offered a medication review a week later when she said I would be able to discuss a blood test with the GP. Waited till mid afternoon on the appointed day only to be phoned by the pharmacist. She could not help because I need my medication adjusted. Appointment now booked for a 2 days time. So it will be 12 days from first contact, then the weekend and another 2 days before I can get a new prescription for tablets I need to take each day assuming that I don't need a blood test before a new prescription. So this brings me to a phone appointment with the doctor 11 days after my initial request. I have not required more than 3 appointments for the whole year. Others I know get appointments all the time with ease. I have been with this practice over 50 years!