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

Hollymoor Medical Centre


Difficult to be seen

Extremely difficult to get an appointment on the day. Waiting 40-50 minutes to get through. Notes not added to my record and often missed important info from other services for my GP. Had a call last month after dropping in a urine sample and told to come to see the nurse urgently. Got a lift from where I was to the medical centre. Receptionist sent me away. I told her I'd been called by the nurse, she insisted I was 11 minutes late. I again expressed it was urgent. Was denied access and the receptionist told me the nurse said I was too late. I left and went back to church. Had a call from the receptionist saying I needed to come back urgently. Went back and saw the nurse. Nurse said receptionist had not told her I was there earlier, she just passed a note saying rebook. I was ill.