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

High Street Surgery (MMP)


Hard to access

Its hard to access them, hard to get an appointment. The phone, you have to call at 8am, so many times I've called I've been on the phone an hour and then no appointments, so have to call the next day. I'm from another country and I don't want to explain to the receptionist. It's hard to be referred. Worried about some moles, I told the doctors and they do not care. I feel like they don't care or take me serious. They do prioritise kids. I used to be able to use the NHS app to get prescriptions, but they said I can only use it to order 3 times, but then they said I cannot access it.