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

Jockey Road Medical Centre


1 check up in 20 years.

What is a GP. We now have to fill in a form online to even try to book an appointment. There are many elderly people who cannot do this unaided. They can pick up the phone and speak to a human. My husband was told by the cardiac rehab nurse having had a stent fitted that he needed to see his GP about upping medication, so he went in to make the appointment as instructed by the nurse only to be told, you can't. You have to book online and we have nothing available. They are advertising for new patients and they are not seeing the ones they have. As a coeliac, I am supposed to have an annual MOT to check vitamin levels etc, I have had one in 20 years and I had to push for that by quoting government guidelines.