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

Maypole Dental


Worst dental practice

Absolutely the worst horrendous dental surgery I have been to. The receptionist is absolutely rude, arrogant with 0 manners. She gives dirty looks and talks down at patients shouting and screaming. She acts like she owns the place. No customer service skills at all. The owner is fully aware of how she behaves but does not care and is ignorant to her behaviour. If you are under the NHS don’t bother registering here as they don’t give you even the basic care under the NHS. They pressure and bully you to pay for treatments. This place is so unprofessional and a joke. Needs to be shut down as all it is a money hungry making business that wants to rip people off. They are doing a great job at bringing this place to shame. Thanks, you saved me spending my money with you. Believe the negative reviews I wouldn't be surprised if the positive reviews were fake.