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


Practice has gone downhill

Firstly, I would like to say that I have been registered at a GP practise on this site for over 58 years and until recently I have been more than happy with the quality of service I have experienced. In the last couple of years I have noticed that the practice has gone downhill. It is almost impossible to get an appointment. There appears to be no female GP's in attendance at the practice. The attitude of the front of house staff is apalling and condescending. During this Pandemic I've been scared to phone up because of the attitude you receive. I had to fight with the surgery to get my HRT prescription because I was shielding - my choice as I have a blood cancer and vindicated as we were added to the extremely vulnerable list towards the end of lock down. Then had to fight with GP during the telephone consultatation to actually get the prescription. It's a good job I know the correct medical things to say that can't be argued with. And as for trying to get the Covid vaccine I had to get my Specialist nurse to write to them before I was offered an appointment - I was told by a receptionist that "I would get it eventually"!! When you know that you have a condition that would render you in hospital at the very least (if not dead) if you caught Covid-19 I don't think that is the attitude to take. I think I will be voting with my feet. Prize Draw Data