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

Iridium Medical Practice


Covid changes impact negatively

Since the pandemic the services have reduced and it appears not been reduced. Service is discriminatory- if u are without a smart phone ( often elderly, poor), without knowledge of tech (older, disabled)want a confidential service ( in a domestic violent situation) or work (not available all the time) then this surgery is not suitable for u and sadly that fits most of us. No 1-1 appointments , yet they will ask u to go in to take things in if they want them. Call back system has no times so expectation is u are available all day, they don’t do video so u have to send photos which for many is difficult. Online system if u can use it is not effective it’s complicated and only for far in advance. They need to review their whole system and think about the patients experience.