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

JD Dental Surgery


Awful!

If I could zero stars I would! As a student, living in Selly Oak, my filling fell out mid-exams and I sought out my nearest dentist surgery to help as it was very uncomfortable. Alarm bells started to ring as soon as I met the dentist - he was wearing jeans and no protective clothing at all. He opened post and answered the phone whilst I was in the chair and with a drill in one hand. He also called me a 'whimp' for asking for anaesthetic when he was drilling - normally dentists consider the comfort of their patients before wielding such instruments! The worst part of all was that the injection he did give me was so bad that for 6 WEEKS afterwards I was unable to properly move that side of my face - my smile was so lop-sided I was even asked if I'd had a stroke! The dentist bunged in some temporary filling material and handed me a prescription for amoxycillin for an infection I may or may not have had. There was no explanation at all for his 'treatment'. If it hadn't been the middle of the exam period I would have seriously complained, but 2 weeks later I went home. My next dentist was appalled! Needless to say, I would not recommend using this service - I am only annoyed that I can't remember his name to formally report him - his attitude and the quality of treatment I received was shocking!