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

Goodrest Croft Surgery


Receptionist needs training.

On phoning over the past few months for appointments or missed mediation. Ive found 2 receptionists telephone manner to be very unhelpful and often aggressive. Having never witnessed this before in the 50 years of being a patient. This is not giving the practice a positive veiw as it has done for many years. 2 of them are of the most unhelpful people ive had to deal with. so much so I try to get one of the other staff as they go ovèr and above to ensure patients get the right treatment. such a shame that 2 people can give such a negative attitude to practice that has always had a good reputation.