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

Laurie Pike Health Centre


Hard to get an appointment, app hard to use

It's been a big mess for the past 2 to 3 years. You can only make an appointment over the phone, then you can't go into the practice to make an appointment. You can wait 2 hours for someone to call back and then sometimes they don't call back at all. They have an app which is too hard to use and you can put in too many symptoms and says to call NHS 111 or you put in too little symptoms and it says someone will get back to you in a couple of weeks. When they do pick up and you ask for an appointment for a child under 5, they will try to find you one.