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
Lloyds Pharmacy - Yardley Wood Rd
Good for someone to give me information
My child was sick and they advised me to wait 24 hours and if nothing changed to go to the hospital. It was helpful and was good for someone to help me and give me information.
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