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


Difficult to get an appointments

Attempted to get appointment for myself. I booked it for the following week and was told it would be triage telephone appointment. The day comes and no one rings. Surgery is closed so I cannot call back. Following day booked appointment again for following week. This time telephone rings once and less than 15seconds and I quickly run to get to the phone but miss the call. I booked it again for following week and never had a call back. Another occasion I attempted to get appointment for my daughter (non covid related) and telephoned on the day and it wasn't your typical eczema type and looked different than what I had seen before. I couldn't get appointment and was told to go to telephone Katie Road. I call them and they have 50 call backs and tell me that I am to call my surgery again. I call Surgery and they fob me off and say if its an emergency go to A&E. Due to covid I am also being told to stay away from A&E aswell. The rash continued for weeks and she was suffering but I had o where to go. I visited chemists and they were unsure what it was and told me to try Surgery again. I miss when I could telephone and have a face tonfave appointment on the day. Granted telephone appointments will come in handy for some especially when I am working but some appointments are needed face to face. I am now having tests as some of my results have come back abnormal. I have suffered for months. Its appalling