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


You still cannot see a doctor

The GPs are generally ok (when you can see them) , but I am angry that 12 months into Covid you still cannot see a doctor, when the GP nurses and hospitals are working (I had a hospital appointment last week, and saw my surgeon in person). Also the phone appointments can be any time in a 4 hour period, so you have to sit and wait by the phone half the day (literally!) until you are called. Why can't phone appointments be in a half hour slot? After all, when you see a Dr you are given a 10 minute appointment time? Some of the receptionists are great, but others are rude, hostile and combative. I actually dread having to call the surgery and it makes me anxious. They often make mistakes and do not process repeat prescriptions correctly - I had one item I have regularly, and they claimed I hadn't had it for 5 years! They made me wait for a GP appointment (phone) the next day, and the Doctor said she didn't know why she had been asked to call me, as she could see I had a repeat 6 months' earlier. Prize Draw Data