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


I can never get an appointment

Let down in all aspects of care in this practice. I am currently in the process of changing GP's. I can never get an appointment or even speak to a doctor. The reception staff off hand and very condescending if you ever manage to get through. I usually only go to the surgery twice a year once for a flu jab and once for a diabetic check. I have had to keep myself safe over the last year in the pandemic as I could not get to speak to a doctor with the concerns I had and no chance of booking a check up either. I spent 49 minutes waiting in the queue on the phone one time and I eventually was put through and it seems as though the phone was just picked up, not answered and was just put back down to cut me off. I know it has been a very bad year 2020 but this problem has been going on for some years now. I changed to Pharmacy 2 U for my repeat prescriptions and the surgery even got that wrong. They used to be really good but have failed miserably.