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

College Road Dental Practice


By far the best experience I have encountered

I went in the practice, first thing I've notice was I was greeted with a friendly smile from the reception. I couldn't believe how clean the practice was. My friend who recommended me the practice told me that the owner can speak fluent Cantonese and I thought that it's really good to have a professional dentist who speaks the same language as me and walk me through every single steps she needed to do. She was patient, friendly and professional. I am so lucky to have found someone who doesn't mind answering any questions in depth I asked. It really worth every single penny in my opinion. Don't take my word for it. Try it yourself!!!!!