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

Bucklands End Lane Surgery


Appointment booking system, poor access

Recently tried to book appointment, told no places for more than one week, another occasion called few days after another rebuff got appointment for later the same week (thought I won the lottery). Seriously the system does not work for the community, in recent years we have had to utilise Erdington Walk-in Centre to gain the necessary treatment to treat my mother in-law not mention a visit to AE which in normal circumstances would be out of the question. Please reconnect with your community particularly the elderly; I wasn't given the opportunity once to say who my appointment was for? This is totally inadequate service, deeply frustrating seeing a family member unwell unnecessarily, the potential harm and distress this causes has a knock on effect through the family. Finally, the reason I write now is to highlight my concern from numerous failed attempts to access Bucklands End GP Surgery (over last 3 years, what’s changed?).