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

Hyatt Pharmacy


Bad

When they mess up, they lie about it and blame the online prescription ordering system GPs use to send over prescriptions. They interrupted the continuity of my healthcare and tried to blame a computer system. They received my prescription in good time before their ordering cut off. When I came in for my prescription they tried to tell me the system for prescriptions has a delay on it. I went to my GP to get a paper copy of my prescription so I could get the medicine I need to live a normal life from another pharmacy. The receptionist called them to find out what had happened as they had sent the prescription over in good time They told the receptionist what had actually happened - they had had a lot of prescriptions that morning and hadn’t got to mine in time. They then tried to dissuade me from going elsewhere for the medication by telling the receptionist I would have difficulty getting the medicine at another pharmacy. So yeah, they lied to me. My prescription wasn’t available not because the system was slow, but because they couldn’t manage their workload. Annoyingly the other pharmacies I went to in Birmingham only had the generic and my prescription is for the brand name version of the drug. Now I have to go back to them tomorrow for my medication. Without my medication I cannot shower, feed myself or do basic life tasks that other people that aren’t disabled find easy. I am so fed up of being treated like a drug addict because of the ableist beliefs of medical professionals in the uk. I’m disabled through no fault of my own and am constantly treated like a heroin addict or alcoholic that is trying to feed an addiction, and as if my healthcare is not as important as other people’s. It’s just constant discrimination day after day. People in the UK don’t even see you as a human being if you have a disability or chronic healthcare needs. I d recommend getting your prescriptions sent to a pharmacy that actually can manage its stock levels and is honest.