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


Not returned to normal since covid.

It doesn't feel as if this service has returned to normal after covid. It is very difficult to get an appointment and follow ups are poor. I spent 8 months waiting to see a specialist. The reception staff have improved slightly in regards to attitude towards patients but there is very little privacy in the reception area and they are often unable to hear you. Appointments go online at 6:30am which is not helpful if you have difficulties getting up as all of the appointments are gone by 8am. This means I have to rely on someone else to call for me.