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

Harborne Medical Practice


Non professional attitude of reception staff

I came to the surgery in the belief that if I queued at 1.45 I would get an appointment. Receptionist was rude and seemed to treasure her position of authority over me, a sick human being. Almost as if I was a nuisance to question her behaviour, and then I had short shrift about getting an appointment. This woman is unprofessional, rude and has no sense of the job she is doing to facilitate the patients. She should be moved to the back office and her replacement be able to give a capable, professional approach to patients needing to see a doctor.