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)


I feel it was a waste of time.

Being a gold/platinum patients (cancer and over 80 years of age) means when you call they will see mom within 24 hours, but for myself, it pushes me back. The dementia check over the phone was pretty useless. I did get a text about an hour later to say they had found the power of attorney part at the front, as the doctor wasn't aware of it. He was very condescending and doing it to tick a box and they're not actually interested in your answers. As a carer you don't have all of this extra time to be wasted I think what was the point.