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

Euro Dental Care


Not able to contact the business

DO NOT RECOMMEND. I received a gift voucher for teeth whitening procedure at this dental practice back in December 2020. I tried to contact them using the telephone number on their website. I called 15-20 times over the course of two weeks at various times of day. The phone went straight to voicemail or rang out. I finally got through, only to be told they were not even offering the service at the moment (even though the gift voucher is still available to purchase and has an expiry date). I was told to try again in a few weeks. I tried to re-contact them this month, I have been unable to get through. They do not respond to emails. I can see on their social media (instagram account) that other people have had similar issues. UNPROFESSIONAL. I have requested a full refund through the company that supplied the gift voucher.