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

Boots Pharmacy - High Street Harborne


Never have prescriptions

I get my prescriptions sent here but I will have no choice but to change. They don't answer the phone and then you make your way there to be told you should have called to check and that your prescription won't be ready for another day. You then go back the next day to be told its still not ready and to come back the following day but when you put your foot down they can magically have your prescription ready in 15 mins. People don't have prescription because they are not sick. Boots need to take a long hard look at their stores or maybe the management.