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

Great Barr Medical Centre


Would give no stars if possible

Tried to contact the surgery at 8am yesterday, 288 times I tried before I could get into the call queue and after 20 minutes in the queue there were no appointments left, told to call 111 or go to pharmacy. Went to pharmacist who was brilliant gave me eye drops but couldn't help with my ears as was outside their expertise and said I needed to see a doctor. So tried calling throughout the day for any cancellations but there were none this brings me to today! I tried calling again from 8am, 299 times before I got in the queue today! And guess what no appointments again! Was told to speak to 111 as they could get me an appointment. After breaking down in tears I called 111 who passed me through to Warren Farm. I had a call back from a wonderful nurse who stated that she believes the infection I have has burst my ear drums and prescribed antibiotics but stated I need an appointment next week with a doctor to check my ear drums, I just laughed. I have called the surgery to request an appointment for next week and they have passed the request to a doctor to see if the doctor wants to book me an appointment. Let's see if the doctor can be bothered to see me. I won't hold my breath.