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


Gp great. Otherwise service is dreadful.

Appalling service. Gone dramatically downhill. Phone lines often too busy to even let you join the queue. You have to shout your name and DOB through intercom - data protection act violation. Have waited 45 mins to be answered. No timed appointments possible - just 3-4 he slots which makes it impossible for anyone who works to get an appointment at a time they can guarantee they’ll be able to receive the phone call. Selcroft Ave has no outdoor undercover waiting area or even a seat - even if you are frail / disabled - even in pouring rain / snow ! Would definitely not recommend this place to anyone. Am looking for a new surgery which is a shame because the gps are nice if you can ever make contact with one.