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  • What We Do
    • About us
    • Annual reports
    • Meet the team
    • Meet the board
    • Vacancies
  • Share Your Views
    • Find a service
  • How We Make A Difference
    • Investigations
    • Consultations
  • How We Can Help You
    • Help with the NHS and social care
  • Get Involved
    • Volunteer with us
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  • Contact Us

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

Lordswood House Group Medical Practice



Always difficult to get an appointment

I have a past history that means I am at higher likelihood of bowel cancer than most people. I had previously been told, that I could stop having regular reviews in the clinic, but that my name was on the list so that I could contact the Hospital Consultant's secretary if I had any new symptoms, so as to arrange a review appointment directly if I needed; so I was not being seen regularly in clinic. All was well for perhaps five or six years, but when I tried to contact the hospital clinic after several weeks of passing blood with my motions, and it not going away, I was told to see my GP to get a referral as I was no longer on the list. I contacted the GP and was told I needed to be seen before I could be referred, and that the next GP appointment was in four weeks’ time, and that I would need some tests before I could be referred back to the hospital, and that the tests could not be arranged before my appointment. Adding up the inevitable delays; (appointment to see GP, appointment for tests, appointment for results, waiting for hospital appointment), this was going to be several months until I was seen by the Specialist, even if the Specialist thought it was urgent when the GP's letter arrived. So I went to see someone in a private clinic. Fortunately all was normal. I feel particularly let-down by the GP service. Anonymous second-hand messages through the clerical staff. I rarely bother them, an annual blood test so perhaps once or twice a year, but it's always difficult to get an appointment and it's always with a different doctor, and I no longer get the feeling that they are on my side trying to help. It definitely used to be different when previous Dr was there.

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