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

Great Barr Medical Centre


Awfully disappointing

I have been trying to get an appointment to see the GP since just after Christmas. I have called on numerous occasions, and then have to wait in cue. It’s times I’m number 27 in the cue, only to be told when I do get through that there are no more appointments. I cannot even get a telephone call back. On Thursday last week, I managed to get through to be told that I could get an appointment with the nurse or the Advance Nurse Practitioner. When I gave a short summary to the receptionist of my reason to see the doctor, it transpired that neither of those 2 professionals would be able to help me as it would be something that only the GP would be able to help with. However, I would have to be placed on a list and informed that I would get a call in 1-2 weeks time. This is absolutely ridiculous service. In the meantime, I will continue to be in excruciating plain. Really not happy with the service.