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

Hockley Medical Practice


1hour on the phone. 2 blunt phone calls less

I appreciate the stress the GP practice is under but could of had the same conversation with computer. Went through a very impersonal checklist of my symptoms, on both phone calls. Doctor especially very blunt - very personal conversation cut short because I understood almost immediately she didn't want to hear what I had to say, signed off for a week with 'not needing another assessment'. Where was my initial one? I really don't think anyone cares anymore. Maybe if appointments were face 2 face again the practice could see how much the public are struggling too.