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.

Your reply

* Required fields

Original feedback for

Enki Medical Practice


Please answer the phone!!

There are only 2 issues I have with this surgery, No.1 - I literally dread and avoid calling for appointments because despite ‘improving’ the call system I can be in position 1 for 15mins when calling. I know anytime I call for whatever reason it’s going to be at least 30mins of my time just trying to get through. I would literally rather sit in A&E and waste my time there trying to get seen. No.2 - I had emergency bloods done a week and a half ago...I’m still trying to get through to chase up the results which have not made it back and nothing has been done to rectify this in between. The bloods were an emergency for a reason but I’m the only one that seems interested in what’s happened with them and this is not the first time this has happened with my results not coming back and no one seeming to know anything about it or willing to do much about it.