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

Enki Medical Practice


Missing medication, queue jumping up.

Several times I was given two days medication instead of the months. From number 26, then 28, queue jumping up not down, this has happened multiple times, then I’ve been in the queue for over 2 1/2 hours, then the phone cuts of , I receive a text message, stating - a doc will call me back, but if I ring back I will be priority. Which did not happen, I rang back, and was number 27, waited till 7.30pm I was cut of again, as surgery was now closed. I called the next morning and advised a member of staff, to which I was told they were very busy. When I call the surgery, I’m asked all my details, just to get a call back, then told that there isn’t any. This is ridiculous, because it’s easier to state what team your in, to know if there are any call backs, if so then you can give your details. I was also told that if you make a formal complaint, they remove you from their surgery. Also problem with the chemist. I order my script monthly. Then the chemist will give prescription weekly. They are constantly saying there is no medication, It could be on any of those 4 weeks. I tell them what date I ordered on, and contacted the doc again to confirm my prescription, ring the chemist back, they continue to say, there is nothing there. I then be very adamant, oh and to my surprise I’m told it’s just came through. They really think people are stupid. This has got to stop.