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

BMI The Priory Hospital


You're not a patient, just a customer

I have been a patient at BMI Priory Edgbaston since February 2021. The service and consideration given by the medical staff has been reasonable but not really satisfactory and feels like it is being to drawn out as my insurance company is paying the bills, i.e come back and see us again at such a time, we'll do this next time. So after numerous appointments, am still no further forward and my own doctor has been very surprised at the extended time frame. I made a formal complaint to their Clinical Services Director who stated they would investigate and a response would be within 14 days (under their own promised code of conduct). So after near 6 weeks of chasing, still no legitimate response despite their assurance and the reply I have had from that person was utter nonsense in relation to the complaint. They do not make you feel like a patient but just as a customer. Based on my own experience, I would not recommend.