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

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Original feedback for

High Street Surgery (MMP)


Unprofessional & Poor Communication

To begin with, unless you call at 8am you will not get an appointment. They frequently have only one doctor working which I consider to be a form of fraud given they are required to make a minimum number of appointments available relative to the number of patients registered. Today they announce that when you call for an appointment you will be send a link to fill in an online form detailing why you want an appointment. Then, a minimum wage numpty will pass judgement as to your right to see a doctor that day. When I’m unwell the last thing I want to do is to jump through pointless hoops, form filling, answering questions especially when the sole purpose of this is to further reduce demand for appointments for the benefit of a doctors surgery whose only motivation is making a profit. The administration and management of High Street surgery is woefully inadequate and incompetent to point that it may well kill you. I’ve been given prescription medication intended for other patients, I’ve had vital diabetes medication intended for me withheld without contact, explanation or reason. For some reason they close on a Thursday afternoon and think that in this day and age that’s acceptable because “that’s what we’ve always done” oh and they don’t answer phones at all on Wednesday afternoons. Absolute joke of a doctors surgery and has been every since it became part of MMP