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

Ley Hill Surgery Sutton Coldfield


Booking an appointment to see a GP

Trying to make an appointment continues to be a challenge. It's either an attempt, in the early hours, to book online and finding no free slots within the week or 2 weeks, or a phone call from 8am with a message first telling you to ring again later unless you need an urgent appointment, followed by a long wait (eg 'you are 65th in the queue') whilst having to endure the annoying and constantly repeated warning not to be abusive to the receptionists etc. On more than one occasion, whilst really needing to 'see' a GP to be checked out I have been driven eventually to give up and self medicate, which may have prolonged my condition and certainly didn't really improve it. Or, of course, I took advice from other patients, and walked (half an hour ) to the surgery to arrive at 8am to stand in a queue of hopefuls waiting to see if I was one of the lucky ones to get a spare appointment. Not exactly what I felt like doing when unwell. I must say at this point that on the occasions I've eventually got through on the phone I've been treated very kindly and patiently. Also, on the two occasions I've actually gone to the surgery at 8am, the receptionists have also been very helpful and polite and I was lucky to get emergency appointments. But then that's not straightforward. Because, for example on one occasion I walked home - another half hour (I'm nearly 79) only to get a phone call from a doctor when I arrived home to ask me to go straight back to the surgery to be checked out! So another half hour walk there, and then back. Then there are the telephone consultations. Yes- sometimes perfectly OK, but not always appropriate if you need examining by a doctor. I feel this is a waste of the doctors' time. Surely a doctor can pick up on various points by actually observing a patient during the consultation.. Their demeanor, appearance, movements, breathing etc. ( I would have thought this would be very appropriate for patients with mental health issues). Again, when I have actually been successful to manage to see a doctor at the surgery I can only say it has been a good and reassuring experience. I've had some thorough check-ups, blood tests and follow up phone consultations. However, I feel the whole system is a complete mess and so convoluted. I fear for those who less determined and internet savvy than myself and at the same time have little confidence that the situation will improve in the future, when I too may become less able to deal with these barriers that we face at times when we are in need of help, advice and medication etc.