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

The Kings Norton Surgery


For ordinary care it is o.k.

For anything to do with the dementia it is lacking in understanding. Concern about not knowing about the carer's act and what support I should be getting from the GP. The fact that I asked for referral to a counsellor. GP said he would look into it and get back to me. Still waiting. It annoys me that he has not got back to me and if I want to know I will have to phone or go and see him again. Appointments cancelled with no explanation of why, even when I have arrived at the surgery. Asked the practice manager if they could send me a reminder every 2 months for my husband's blood test. Told that facility was not available. So this causes me a worry as he knows he has to have them for his rheumatoid arthritis.