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


not listened to

visited today to try and obtain a repeat prescription for inhalers for my child who is asthmatic and has had asthma attacks in the past . I tried tirelessly for over a week to order his inhalers via medication call center that is provided with no luck. called my surgery several times and the phone directs you back to the medication center that is not working and then cuts off . so I decided to go there myself as he has now ran out completely and having to use his aunt's medication as desperation which is not the same but better than nothing. called 111 who advised me to call my GP it's like a merry go round . when got there the reception initially was ok and asked me to provide a letter when I advised that inhaler doses have since been changed by the consultant in November and apparently the surgery have no record of this letter. I was advised without this proof they wound not issue anything, so went back home and brough the hospital letter which a copy was taken . After providing this proof I was told the child will have to wait 48hrs before the information can be changed on his record and then issued prescription. I desperately tried to make the receptionist understand that this child is at risk of asthma attack which has happened several times before. looking along the corridor the waiting room is completely quiet none waiting . I fail to understand the lack of empathy, surely it takes two minutes to write an acute medication while awaiting changes on record especially when there is a letter from hospital consultant advising you what to issue. I am still in shock of how this was handled meanwhile my child continues to suffer after all its just another child with asthma.