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

Finch Road GP Practice


So hard to see the doctor.. Hardly open!

It is so hard to see the doctor. We Can never get through to them, when I go in they say I have to call as no one is allowed in the surgery make appointments due to covid. After hours of trying to get through sometimes days when and if we finally do get through we get told no appointments available.. if somehow they do decide to give you, (after literally begging for one) it’s a telephone consultation only! So how do we get an appointment to see the doctor?! I understand covid has changed things but this hasn’t been great even before covid! They are only open a few hours on the morning and a couple in the evening. They close on Wednesday and Thursday.. So what’s the point of them being there?!