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

12345

GP refuses to help me

Hospital discharge letter requesting GP to arrange endoscopy. GP told me, "No, you'll have to start from scratch with me". I've been asking for help for 15 years with menopause symptoms. However, after an operation I was prescribed iron tablets by the hospital consultant where dosage is dependent upon menopause status. GP asked if I had gone through the menopause. I said I didn't know because I use Mirena coil with no period for over 25 years. Initially GP refused me a blood test. Then said would call me back when he'd checked whether I should have a blood test. I was then given blood test. However, I still struggle with menopause symptoms for which the GP refuses help.