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

Hollymoor Medical Centre


Can't get through, can't get appointments

Takes 40 minutes to get through that’s if your not cut off and have to dial again. Once through to reception majority of the time no appointments left. To be seen for a lump it’s took three days before I could be seen and that was having to travel to a surgery via taxi which cost me £9 each way. I was then referred on the 2 week urgent route to the women’s hospital. Issue at this surgery was it was dark outside and the consultation room blind at the window would not close properly. For a vaginal examination especially this was unacceptable. I was told it was unlikely anybody would be outside. I was not happy. I complained and ended up with a receptionist holding paper over the gaps in the blind. As somebody with complex PTSD I wasn’t happy. This was at college green medical centre. Since my GP at Hollymoor medical centre retired whom I saw regularly when needed I have not seen the same doctor continuously. This makes it difficult for me as suffer with my mental health. Having to see doctors who do not know me and I do not know them. Not good experiences at all.