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

South Birmingham Urgent Treatment Centre - Selly Oak Katie Road


Quick, efficient compassionate

One thing I should note it isn’t a walk in anymore the name is now south birmingham urgent treatment centre (katie rd). You cannot just walk in and be seen now, you have to phone up and be assessed over the phone first. The initial phone consultation it was hard to get through the line was engaged for quite a while, when I got through I was in a Que for 20 minutes listening to a recorded message. When someone answered it was good they listen to you and then advise what will happen next, I was offered a call back. The call back occurred 4 hours later, but the doctor offered me a slot immediately. The service was very good efficient I found it very informative, he explained the possible causes of symptoms which he said would need to be checked by GP as they do not do blood tests here, he also explained very well what to do next and was very caring saying although they are so busy always call back when needed. Initially I had tried to contact my own GP who had said either call back in 4 days to check if any appointments or to try phoning Katie rd, so I was very happy to be seen at this centre on the same day and would highly recommend them as now the GP has to call me for a follow up.