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

Hillcrest Surgery - Twickenham Road


Awful experience

I went for a scan due to health concerns GP referred me, the clinic I had the scan at wouldn’t give me my results they said they use a system where they send a docu pdf with results and send to GP, I rung up your practice they couldn’t access the results then later in the day said they could but needed a doctor to read my results, the doctor rung me and was very patronising on the phone saying why did you have a scan anyway, so I said because of my health?? She doesn’t even know me or my health so no need for that comment then she said she couldn’t access results yet the receptionist a week prior to this was able to, I'm appalled at your service this isn’t the first issue I’ve had.