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

Hodge Hill Family Practice


Difficult to get appointments when you call.

It is becoming difficult here now. The doctor says you need to make an appointment with reception. When you call the reception they have to send an online link and you book your appointment through there. I know that other people have got appointments through reception and that's not fair. If I come into the surgery they will have an appointment available. So why lie, they call later and give you an appointment that is available. If you come in there is hardly anybody there. If they wanted to make time for appointments they could. They don't get information from the hospital. They say they don't have it. I bring my own copy and then they find it. When you have blood tests a pharmacist will call you to discuss the results but they cannot follow up on anything so it's pointless. A doctor should be doing this.