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.

Your reply

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Original feedback for

Jiggins Lane Medical Centre


Accessing a GP is too much hassle

You can only apply to speak to a doctor via the Internet. Then they may or may not phone you back at any time in the next 3 days. As someone who works for the NHS I can not have my phone on me whilst at work. So this is useless to me. I have 2 issues I need to see a doctor about, but have been putting it off for months now as it's too much hassle. Also, I am OK with using the Internet, but many older people struggle or simply won't have anything to do with it. These people are ignored and forgotten by the GP surgery.