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 Surgery


phoning everyday still no appointments its wk

the doctor tells you one thing on the phone and doesnt do what he says, my daughter was meant to be seen in person but as the doctor didnt put it on the computer we have to have another phone call. ive phoned every morning and afternoon for 4 wks to be told sorry theres no appointments left. in the last 2 wks ive phoned for a repeat prescription both times been told theyll put it through and to phone back, both times i phoned back and been told it hasnt been done so now i have to wait another 3 days. its unbelievable how you cant get appointment this needs sorting they cant have one doctor for 3000 patients. the poor receptionists (who are amazing by the way) have to deal with the angry mob due to no appointments its not fair for them to have to deal with the mess.