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

Handsworth Wood Medical Centre


GP is rude and hasn't sorted the request

Upon my discharge from a 4 night hospital stay I was requested by the hospital consultant to contact my GP to request colonoscopy. I had a telephone appointment with a GP and 'attempted' to explain the situation. Firstly, the GP kept interrupting me when I was talking... I explained I was in hospital whilst on holiday in Cornwall. I explained the treatment received, diagnosis and prognosis. Unfortunately, I had to ask the GP to allow me the opportunity to, 'talk, insofar as to read the discharge letter'. The GP retorted, abruptly, "Well you gonna have to start from scratch with ME!!". I was left in tears. I submitted a written complaint to the GP practice. This was last October. I am still waiting for the colonoscopy! The GP was very rude towards me and in fact the hospital consultant as it was their discharge letter (request).