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

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Original feedback for

Poplars Surgery


My GP hasn't received any information

Here's the most recent example: after 2 years on waiting list, I was finally given a phone appointment with Pain Management Clinic at the hospital It was on the 15th of July and it went OK, the consultant said I need few further referrals and a change of medication, and that my GP will contact me within 2 weeks. After waiting to hear from GP for 6 weeks, I contacted my practice to find out that they are not aware of my dealings with Pain Management Clinic, as they received nothing from the hospital. After days of failed attempts to get in touch with the Clinic, I have finally got on phone a secretary of a consultant that I spoke to. She told me that doctor has written a letter to my GP, but the letter hasn't been sent, as it's waiting for a signature. She couldn't say if this will happen before Christmas or in the new year, but she assured me that once signed, the letter will be electronically sent to my GP.