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

Church Lane - Dr Khan I & Dr Iszatt M E


Poor reception service (-1 star)

Tried making a blood test appointment as had a month of feeling lethargic. Receptionist blocked my request and asked unnecessary questions going back 2 years (start of covid). After causing an argument she said she would pass the blood test request to the Dr and I should phone back in 7 days. I phoned back today (i.e. 7 days later) and just met with the same person on reception. Extremely blunt and argumentative. Denying we had the conversation where she told me to call back in 7 days. I have been with the surgery about 40 years yet this person threatened to remove me from the surgery list and call the police if I came to the surgery. How can you get past very poor reception in order to actually have a meaningful conversation with someone???