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

Fernley Medical Centre


Best GP Practice

I have been registered with this surgery for many years and as such seen it evolve into an exceptional service. It's relatively easy to secure an appointment. It is astonishing to note the number of services this GP practice provides to include blood tests, diabetes tests, asthma reviews and blood pressure related consultations to name but few. Reception staff appears to be well trained, polite, professional, and motivated to render a great experience to patients in their hour of need. It is also worth noting how expeditiously this practice is embracing modernity, which is evident in their recent roll out of NHS App to help speed up service delivery. All in all, this practice is doing more than their fair share in enhancing the community’s well-being. So, very well done and keep up the good work!