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

Kingsmount Medical Centre


Wrong repeat prescriptions and appointments

They get my repeat prescriptions wrong nearly every time. The appointments are abysmal as they give me a date and time and when I get there they say it is wrong. For example I get there for a face to face appointments, waited 20 minutes and then they said it was a telephone consultation but nobody told me of the change. I was told to get another appointment and that it would take 4 weeks. I went to the doctors and they told me they had booked me in with the wrong nurse so I had to go back and rebook. They can't fit you in at the GP surgery they tell you to go to another surgery which could be the other side of the area as they are a group practice. since covid they have gone to pot. Nobody knows what the other is doing.