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

Doski Medical Practice - formerly Bournville Surgery


I am having to really push for the GP

I haven't had to go to the practice that much in the last number of years, but more recently I have found that I am having to really push for the GP to acknowledge my concerns. For example I asked for a PSA test as the last one was over 12 months previously. I was told 'Your last one was fine, I wouldn't worry'. I explained that I had problems urinating and thought I had enlarged prostate. It was only after insisting that he agreed to book me in for a blood test with the nurse. When I got the results, the PSA hadn't been done. I had to call again and arrange a second test for this. Likewise, when I got the blood test, the nurse did my BP which was high. She asked me to do this at home and send in the results. I did this AM and PM for a week and around 50% were high (above 150/90). When the GP called me about this he told me not to worry, he was fine with it as the other 50% were OK. He asked me if I had heart problems in the family. When I told him my Dad died of a heart attack at 57, he still said, that's fine, I'm not worried, come back in 6 months. Regardless of whether any of the results (blood, PSA, BP) are fine, he comes across as disinterested and dismissive. On the other hand, the ladies on the desk/phone and the nurse are very good and listen well, show concern. It just makes me feel like I don't want to raise any concerns as I am fussing/over worrying