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

Karis Medical Centre


This place needs an undercover investigator!!

Incredibly appallingly bad, practice manager needs removing. Doesn't acknowledge or address patient concerns or complaints, just ignores. Unacceptable treatment. Zero understanding, empathy, compassion for a primary care service provider from her. Reception staff really do need customer service skills training & basic communication skills, the manner in which they speak/treat you is very, very poor. General service from Drs isn't great either, tell you things you can teach yourself on google & won't refer you despite repeated requests for months on end, don't call when they say they would. You're just a number here. Always waiting longer than scheduled time of appointment, with longest being over an hour after my scheduled appointment time due to previous patient, to be given 5 mins & asked to rebook for other concerns as no time to address them... just poor! given I’d patiently waited, to be treated like this, I can only attend the surgery with 1 issue at a time, basically if a previous patient runs over by over an hour then that’s just tough. You are just a number no real patient care . Drs don't even look at your notes after they inform you to rebook an appointment & talk to you like don't know the purpose of your visit or call to you. I've also experienced what I can only describe as unprofessional /Underhanded practice from a Dr here, which I should have reported but I didn't realise/know what was happening at the time, realised later it wasn't in my best interest & their gain. It affected my healthcare & treatment. The best Dr I ever saw at this practice was a locum. She was absolutely brilliant & I was so, so sorry she left. She was amazing, caring, listening, emphasising & really getting you the treatment & care that every patient deserves. I appreciate NHS is stretched & patients are sadly just numbers. However, in my experience this surgery lacks genuine primary patient care & genuinely needs investigating & brought to the attention of CQC.