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.

Your reply

* Required fields

Original feedback for

Lordswood House Group Medical Practice


Great reluctance to see patients

Since the pandemic this surgery has made it near impossible to get to see a GP. The system is appalling and the removal of v consult to apparently cope with the vaccination programme was removed for 5 months. It has only just been reinstated. The telephone will say we have reached full capacity and you have to keep retrying.There is no continuity with GPs and this is important if you have complex and chronic needs. In the winter everyone was stuck outside waiting,all not socially distanced. Everyone could hear your queries! The elderly only get to see a paramedic, no offence but they are not trained to the same standard as a GP. This surgery has let down many of its patients during the pandemic and continues to do so. You make it so intentionally difficult for patients to contact the surgery that they give up potentially leading to delayed diagnosis.We are being told that an appointment is not available for weeks and if we worsen we have 111 or katie rd clinic. It is clear that from recent negative reviews that this is a real and genuine issue. There are surgeries with the same amount of patients who have continued to see patients and respond to queries in a timely manner... What's Lordswoods excuse!