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

Midlands Medical Partnership - Birmingham North East


When you can speak to a GP then it's ok

The system of phoning at 8 am for any kind of appointment is crazy and ineffective. Often you are on hold for 45mins to be told there are no appointments. Surely there could be a system where you are told if there are no more appointments... Instead of waiting 45 mins!! Each time you phone you have to listen to the same 3 minute message... Even if the phone lines are closed!! The staff who answer calls during the day told me I had to call 119 for a sick note! Please train your staff to listen carefully - surely the question about needing a sick note due to COVID isn't a new query?!