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 - Kingstanding Road


Barked At Like A Dog

This is my local pharmacy and I go here regularly. Was waiting in the queue as there was someone ahead of me. The gentleman on the counter barked at us to come forward, I told him that I thought the woman at the counter was being served. I spent close to £80 on baby and toddler food, nappies e.t.c Presented him with my Boots Advantage card. Not only did he not offer me any bags (thankfully I had my own.) But he also refused to give me my advantage card in my hand, he just left it on the counter. I had to ask him where he put it as I couldn’t see it, only then did he pick it up hand it to me. Didn’t say goodbye or anything. He looked extremely furious. I told him thank you packed all of my things away and even said goodbye. Really bad customer service. This is the closest Boots to me, as an advantage Boots card holder, a mother with young children and someone who lives in the community. My family and I have no choice but to regularly go here but; this is the worse experience I have ever had from Boots. Completely unprofessional.