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

Leach Heath Medical Centre


Manager of Leach Green medical Centre arguing

The doctor told me to make a blood test appointment. I went to the receptionist to make an afternoon appointment because I work in the mornings. The last three blood tests was at 1:30 in the afternoon. Ask to make Appointments for the afternoon to be told they do not do appointments in the afternoon. I said would you like to explain to me why my last three appointments have been in the afternoon I don’t know I was told and you never had them in the afternoon, So got my phone out and showed her the texts of my appointments Leach Heath medical centre manager started arguing with me that they do not do appointments in the afternoon so I should have a phone and said why have I had the last three appointments for a blood test in the afternoon we don’t do them in the afternoon and I’m still showing on my phone. My appointment was in the afternoon after arguing for five minutes and I have an appointment at 1:30 pm. I’m absolutely disgusted with the manager who is obnoxious arrogant and a narcissist. At the same time, there was another lady who was a patient who was complaining about the manager and he’s going to also put a compliance team of how rude and arrogant she is. This is the second complaint I’ve made about this manager