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

Hospital Medical Group - Dolan Park Hospital


Customer Service staff awful and very rude!!

Unhelpful rude service from the weight loss clinic. Called for an urgent appointment after the nurse had overfill me without consultation at the appointment. Having suffered severe restriction effecting my health drastically. I needed a defill for which they were forcing me to pay for. I had paid for the fill but did not feel based on the lack of consultation at the appointment and rude telephone staff at Dolan Park not putting me through to a manager that the payment was justified. I spoke to five different staff members who would not let me speak to a customer service manager. Twice I had the phone put down on me by two different employees. Absolutely atrocious service, would never dream that a company I have given thousands of pounds to for a procedure would speak to their post patients in such a manner.