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


Not worth a 1 star

Phoned several times. Waiting for 10 minutes for a answer when l was the first person in the queue, then when l eventually got through, the receptionist told me l needed to ask the mental health team to email the doctors proof that they requested a blood test, before they would action the request. l had to phone them a couple of times due to the fact, the receptionist said she would send me their email, but she didn’t, the receptionist from the MHT found the doctors email, and passed the request on to one of the nurses from the MHT. Then l phoned the doctors back to say l did what she told me to, she then changed the email address. l then had to repeat the whole conversation over again with the receptionist from the MHT. What a joke. I just feel there’s no compassion or understanding of any bodies need. It’s like jumping through hoops to get some help and support.