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

Manor Pharmacy


Messed around too many times

Went to collect my meds after going in in person the week before being assured they would be in the next day. Only to be told there was no prescription for me. I was then told that the suppliers hadn’t sent my tablets. I asked why they hadn't informed me, they did apologise but this keeps happening and I literally was going to have no tablets and get severe withdrawal. This has happened 3-4 times now I have to keep going in and being told to come back tomorrow only to find they still aren't there. If they could have told me I could have tried other pharmacies but not bothering and then I run out completely is unacceptable. I have also been to be told my prescription wasn’t there only to call up later to be told it was the girl just didn't see them?! It’s a real shame the shop and post office girls are lovely and friendly it’s just the pharmacists and their supporting staff let it down. Had to move they wouldn’t even accept my complaint!