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


Emergency Prescription

I made a mistake with taking medication on holiday. Contacted 2 pharmacies who said they can no longer do emergency supply as GP can send all over country. Contacted Ley Hill to be told to call 111. Contacted 111 who said the same as pharmacies. Tried to call Ley Hill again. No response after 1 hour when call cut off. Desperate at this point. Taking half dose of medication to eke it out for holiday as a consequence MS pain and mental health deteriorated. Again refused to give a week prescription. Left message on ‘ask a doctor’ saying I was struggling and would no one help me and giving the code number needed to send to the pharmacy in Devon. I then tried the online BUPA GP to get a Private Prescription but they were not able to prescribe one of my drugs. Got a response from Ley Hill saying it was with the emergency doctor. Called 111 again who said they were appalled at response from GP. They did a referral to Boots in Kingsbridge. Pharmacist called within 5 minutes. After hearing the saga he agrees to do the emergency supply though as my surgery was open and he should have the prescription. He began to ask me to contact Ley Hill again but then said that he was not going to do that as I was obviously distressed enough. This is frightening as I have long term conditions and have no confidence in my care.