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

Bucklands End Lane Surgery


It was an OK experience

Only a few days notice given for each appointment. Windows kept open and masks on. Distancing ok but not much space and this could have been more disciplined. Received jabs ok, in the reception area with one privacy board that only partially covered you as there was a large table at the side. It wasn't a usual member of staff who gave the jab. A number of people had been given the same time for the jab appointment, which meant there was a short amount of waiting and some unnecessary proximity to others. They did what they could, and it was an OK experience, very pleased to have the jab at the local GP surgery as we couldn't travel My biggest concern was they didn't fill in the jab card with the serial number of the vaccine, it was just pre-filled with the date.