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


Not everyone is computer literate

Can not phone up for an appointment in advance, you need to phone at a set time, wait in a queue as everyone has to ring at the same time, and cross your fingers, or do everything on line which doesn't work very well. They seem to forget not everyone is computer literate. There is a message when you ring warning you not to be rude to the receptionist, but in my experience the receptionist is the one who needs the warning about their attitude. Phone appointments only, which is disappointing, also you are not given a time or even an approximate time for the doctor to phone you, so you are left unable to do anything all day in case you miss the call.