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


Appointments are Never Available

I can never get an appointment at this surgery, the receptionists are fantastic, and do a brilliant job with their hands tied behind their back. However the practice management and decisions made are purely business and budget based, they do not have the patient at the heart of decision making. The system to book appointments is far from adequate and a text message in November to say that the way appoints are made is changing shows utter disregard to the patients in the Rubery community. I am fortunate enough to be able to obtain private medical care, but wholly disagree with having to take this approach as a tax payer and an advocate of the NHS.