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

Bellevue Medical Group Practice


Nightmare to get them to come out

Bellevue Medical Centre doesn't answer calls or fax. Mother was put on antibiotics, but can't swallow, she was sent tablets! Took 5 days to get medication in liquid form; during this 5 days she needed to suck paracetamol. Speech and language therapist was involved, so her care needs are known. She has special thickener in meals and fortified liquid drinks. Mother is vulnerable, we waited from September to early December and nurse came at lunchtime to give her a flu jab. During this time 'care support' had tried to get this injection done - but no response from Bellevue. In the end the care support said they would report Bellevue to the CQC if they didn't do this. Daughter mainly took her to the surgery. So disillusioned with the system. As we get older we are less and less important. Daughter gave up work to look after parents. Never relied on any financial support. Now feels bitter towards the system.