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

Kings Norton Surgery


Rude, unhelpful Receptionists

Since the surgeries have merged the personal feel has certainly gone. Most of the Dr's are good, but sadly the reception staff let them down badly. The new triage system is difficult to use at times and the receptionists do not want to help you, they tell you you have to do it through the app even if you're elderly and cannot use it. The last 3 receptionists I have spoken to have been rude, disinterested and extremely unhelpful. The industry they are in is to care for people, sadly this is far from the case and perhaps the management need to listen to some of the telephone calls to realise how they are speaking to ill Patients in need of help. What used to be a nice surgery where you felt safe is turning into dread of needing to contact them