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


Very rude and inconsiderate

I had a letter which suggested that my son should be taken to a walking centre on arrival I went on a intercom & explained what had happened they seem he'll bent of I was trying to jump the queue then I had someone come out to me & basically say they nhs service was wrong for sending me there on asking if I was been told wrong information it was no we went round and round I try find out what I could do so in the end I said I'll leave I said I was very on happy for the way I was treated & walk away something was said to & I replied from a distance which would mean I would have to rised voice then I was told I was shouting at this person 2/3 feet I get it voiced is raised but well over 20 feet plus no way if i spoke I would not have been heard anyway I left I made the call which was suggested & listen to the answer message got to the end & phone the number again but got the same answer machine message hence could receive the help I came for they mentioned that appointment was needed on there answer machine message it said different