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

Goodrest Croft Surgery


Felt clueless and frustrated

I found out I was pregnant so I went to see my GP, as I am deaf I asked that the GP would ensure they book BSL interpreter for my first midwife appointment. GP just said that it won’t be necessary as it is just paper work. As this was my first pregnancy I did not know what to expect so I thought this was normal. When midwife came to see me at my home for first appointment they relied on my partner to help fill in paperwork. She didn’t gave me an opportunity to ask questions, or to explain what to do in an emergency. They didn’t tell me what was normal and what wasn’t. Because they came without interpreter. I just felt clueless and frustrated after the appointment. The whole experience left me angry and worried. Sadly I lost the baby a few weeks later.