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

Khattak Memorial Surgery


Bad experience

Whenever you phone in the receptionist will not listen properly they will try to cut you off as if their in a haste it makes you feel uncomfortable and unheard at least let someone finish their sentence. When they ask you reason of call or reason of appointment sometimes you dont want to say as you only want to express something private to the doctors and then their tone gets rude. All GPs are supposed to see their patients face to face now seems like this gp is an exception as they still dont allow you to book face to face although all restrictions have eased. why arent you following NHS England guidelines you're only supposed to deny face to face when they have covid symptoms. Everytime you go in staff are gathered at reception talking amongst themselves and blatantly ignoring calls.