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

Cadbury Dental Practice


Poor

Throughout COVID they were not allowing any routine check ups, that’s fine understand that. After trying them 3-4 times, each time they just said ‘we will let you know’. I trusted they would and stopped contacting them. They never made contact, I found out from Facebook they were doing routines again, so rang up to book. To be told they’ve removed me as a patient because I am overdue my routine check up, but I can go private if I like! 12 months, and 3-4 opportunities they had to tell me this information, but they chose not to, and have clearly hoped to get more Monday out of me instead.