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


It's been very good

It's been very good - we have had to attend for blood tests, but it has been very difficult getting through to the surgery on the telephone, often having to hang on for half-an-hour in the "queue". Whilst we understand about all the Covid precautions they are taking at the surgery, it really isn't much fun standing outside the surgery, often in the cold and wet, waiting to be called in by the nurse. We have also made telephone consultation appointments with our GP, but those have been absolutely fine, no complaint about that.