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

Dudley Park Medical Centre


Its impossible to get an appointment

Its impossible to get an appointment or even get them to answer the phone. They withdrew lifelong medication. When I did speak to a doctor over 6 wks later, to ask why it was being withdrawn, no reason was given and when I tried to get an answer the doctor put the phone down saying the decision was final. Changed doctors and my meds were reinstated within a week as they agreed it should be for life. A family member was trying to get a medical report done for the Armed Services. They lost the first copy and took 4 wks to tell him. The second one he was told it had been done 4 wks later. He phoned when it wasn't received to be told actually it got lost and wasn't done. Third copy was done but never received. Its taken 3 mths to get the report completed and given a copy to post himself. Prize Draw Data