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

Eaton Wood Medical Centre


Not very helpful.

I told them back in 2018 that I suspect my husband has Parkinson's. I repeat the same thing in 2019. I had it confirm in March he got Parkinson's by Good Hope Hospital. The consultant told me that the doctor at the surgery would get a letter that I was to ask for a repeat prescription from them. I rang last week told no letter has come. I rang Friday the day my husband received his letter, no letter arrived. I rang this week got letter there but can not get prescription but the doctor has got to read letter and then do the prescription. Phone back in the afternoon. I phone back but what they did not tell me they were closed in the afternoon. My husband needs these tablets. But I will run out before I get a supply. That is a disgrace.