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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

Hawkesley Medical Practice



Medical conversion intervention on teen

This was my childhood surgery, and when I was a teenager, the doctors kept asking me about my interest in sex to the degree I felt uncomfortable. Understandably, they didn't know much about asexuality back then, but they pathologised it despite my being content with my sexuality. They then made it the focus of my treatment for an unrelated condition. This meant my recovery was based on if my sexuality changed, and they would keep bringing up my sexuality, telling me it was a disorder and insisting I needed to want sex. I find this incredibly invasive and creepy to do to a child. If these doctors had been trained to understand why conversion intervention is wrong by critically analysing it as a practice and expectation, they would have understood it was harmful and unnecessary to do it to me, even if they didn't know of the sexuality. Furthermore, none of them ever tried to look up my sexuality, they never tried to refer me to sexuality specialists, they never tried to ask me if I wanted to change it. They stripped my autonomy and kept sexualising my appointments as well as shaming a part of myself I was always happy with. This trauma has severely harmed my relationship with the NHS and to this day I've never been supported in making a complaint, so I pray this review is accepted so I can finally have a voice and warn people of the harm uneducated and dogmatic doctors can do. They may no longer be at Hawksley, but as this was never caught, never apologised for, and no training was ever given to avoid it happening in the future, I think people should be wary. 2) After attending university for 1 year and then returning, I found 2 years of medical records disappeared. The response of the GP was to blame me for my congenital illnesses, believing the 2 year gap was my choice and ignoring my concerns. After bringing in proof of this issue, I requested an investigation be done to find out why 1 year of my uni GPs records and 1 year of this family GP records went missing on my return. The practise manager took it as a personal complaint and told me she regretted that I 'felt like' my medical records were missing and closed down the claim, never allowing me to find out what happened. 3) They mixed my medical records up with someone else in my family, placed my repeat prescription I'd already been on for months to my mother's record and wiped it off mine. 4) They claimed my mother's heart attacks were a mental condition until the hospital forced them to have training for her condition. 5) A preemptive differential diagnosis was put on record, and hidden from me for years. This diagnosis contributed to the invalidation of my multisystemic conditions, and meant my rare congenital condition with life-threatening symptoms wasn't diagnosed until I saw someone privately. 6) In their efforts to invalidate my health, and their inability to tell family members apart, they wrote a differential diagnosis on a mother's record which contributed to devaluing the risk of her heart attacks and cancer. 7) This medical neglect harmed my health and caused deterioration & long-term complications in myself and my mom. My mom's terminal illness wasn't diagnosed until late as a result; she died shortly after. These things have contributed to medical trauma.

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