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

Hamd Medical Practice


Listened to and treated with respect.

I've now been with my GP surgery for just over a year and my experience has been very positive. All staff, including the GPs, receptionists, nurses and the pharmacist have been friendly, approachable and supportive. I am always spoken to with respect and feel I am listened to. Referrals to secondary care are made promptly and there is follow up to check progress. When I was diagnosed with a new health condition last year and didn't fully understand the letter from the hospital, the GP I saw explained to my satisfaction what I needed to know. Similarly, when I recently had new medication prescribed by the hospital and had worries about contraindications and side-effects, the pharmacist checked online and was able to reassure me. I have multiple health conditions so have regular contact with the surgery. The positive experiences I have described have been consistent during the time I have been registered at the practice.