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

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Original feedback for

First Practice Healthcare Limited


Sharing feedback

My mother in law is currently showing signs of dementia and our experience is that she is becoming very forgetful. Basically the service provided by First Practice has been first class. I have personal contact with the manager and she will ring me if there is ever a problem. There have been instances in the past where her and her staff have gone the extra mile to help my parents in law. The manager will ring me if she has concerns or thinks we should be aware of any possible problems. She has contacted me in the past to explain that mom is becoming forgetful about things and we have been able to get things sorted. The staff have been particularly helpful to both my parents in law. When we visit we always take time to talk to the carers face to face and they have been very supportive and helpful and made suggestions to improve things for them. I really cannot thank them enough for their help and support which has enabled them to remain living independently within their own home. I would like this feedback to be reported on your website as I am happy to recommend First Practice to other customers.