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


Bad Reception Staff

Nothing to complain about the Doctors at the Practice. Unfortunately the such bad reviews on numerous websites about this Surgery is to do with Reception. Everytime I go in there they have different Receptionists who obviously don't stay long. They are in charge of the phone system and appointments and they are to blame for the shocking service. I think we should all change surgeries if it's possible to find a decent surgery these days. I called 8am and 2pm for 2 days to try to get to speak to a Doctor regarding my CT scan results which took 8 weeks. Everytime I called after waiting in a queue of always over 10 people the appointments are gone. They need to LEARN to prioritise people from how serious it is in order to get to speak to a Doctor not just give out appointments for minor problems. Waiting for CT scan results to do with your Kidneys happens to be important to some people but not to Reception they don't care what happens to you only the Doctors. And they also write things on your app that ain't true what you said. It's like reading a Police statement word for word. I have no problems with the Doctors.