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

Hobmoor Road Surgery


Good when you can get appointments

The doctors and reception staff are really good here, but I find it frustrating that appointments only seem to be available for a short time in the morning and short time in the afternoon. When I get in to see the doctor, they are very good and explain things well. However I went recently and was asked to come back in a week. When I rang to make an appointment to come back, they kept me waiting for two hours before calling to tell me to go to the walk in centre instead because they didn't have any appointments. I don't mind going to the walk in centre if I have to, but I didn't like them keeping me waiting before telling me. They had a locum recently who wasn't as good as the usual doctors. They also told me to use the walk in centre.