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.

Your reply

* Required fields

Original feedback for

Heathway Pharmacy


Bad experience at heathway pharmacy

Had a negative experience today at heathway pharmacy. Was attempting to obtain medication for my 90 year old mother. Had a disagreement with pharmacist about dispensing medication. She was being assessed but not admitted to hospital. I was informed that the hospital would now deal with the medication. I tried to explain she hadn't been formally admitted at this stage. At this stage the pharmacist curtly stated I had made a complaint previously in a patient review. I made a remark to the pharmacist that the response was inadequate and that the response was quite frankly bulls**t. The pharmacist became quite agitated and asked me not to swear at him. I replied that my remark was a frequently expressed word when discussing feedback or political issues and not to take offence. The pharmacist then stated that he wouldn't be prescribing my mother's medication or indeed my own medication as I also have various health issues. Also that I was banned from the shop. I am 69 years old with cancer and heart issues. I at no time presented a physical threat to the pharmacist and staff. I feel it was an extreme overreaction designed to inconvenience me. However to refuse to dispense medication to a 90 year old person who was not even in the shop. A very negative and vindictive experience.