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.

Your reply

* Required fields

Original feedback for

Eaton Wood Medical Centre


Falling standards of Care

Basic standards of care have fallen considerably at Eaton Wood Surgery over the last eighteen months. It's an uphill struggle to get Staff to accept that they are poor at the proving the very simplest of tasks. For example, ordering a Prescription is such an uphill struggle from getting through by telephone to collecting the Prescription in person. It is standard practice to be bounced between the Surgery and the on-site Pharmacy as neither accept responsibility when you arrive to collect your Prescription and it's not even processed. Moreover, the Surgery appears to be adrift, without any proper leadership and or direction; mention to the Reception staff that you want to make a Complaint and they scurry around desperately trying to put you off making your concerns public or looking at you blank faced as they inform you that they are not familiar with the Practice's Complaints Policy. Is there any Public Body monitoring this failing Practice on behalf of Patients ?