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

Frankley Health Centre


Never any medical service from this surgery

My mother has been trying to get an appointment to see a doctor for the last few weeks only to be told every time that there are no appointments available despite her phoning every day at 8.30a.m and 2.30p.m on the days the surgery is actually supposed to be open but by the time her call is answered all appointments are gone. My mother is 89 years old she suffered a bleed on the brain last July which resulted in brain surgery to remove the bleed, we were told she was lucky to survive- she has worked very hard to get back to health with no after care offered by this GP surgery, every appointment is a battle and it is getting even worse. She now has a problem with her legs swelling and a lump appearing she is in agony and barely able to walk. Surely she deserves a appointment? My mother lives alone and has no transport what is she supposed to do? Go to A&E and wait hours alone to be seen?- I live in North Wales and I am at a complete loss and despair at how to help my mother.