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


Can be good, impossible to get appointment

When you actually have an appointment, the care can be quite good. However it is near impossible to actually get an appointment. I have been trying to get one for weeks. I even had a receptionist phone to tell me I needed to discuss something with a Dr, but she rang in the evening when no appointments were available apparently, and helpfully said I just had to call back at 8:30am to try get one. However, if you try and call then, it's nearly impossible to get through, and you get told the queue is full and it hangs up. I can't afford to keep ringing, and the timing is so inconvenient as that's when I'm commuting to work. The online app seems to never have appointments, and just signposts you to private care options now. Wheres the NHS care?