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

Millennium Medical Centre


Shocking, very very poor

A busy mum trying to get my child to school on time between 8am-9am if either of us needs a doctor I have to call at 8.15am, sometimes calling back 400 times just to get on the waiting list of 12 for 45 minutes to try to get an appointment and drive to school on hold. Then to be told there are no appointments because even though they say 'do not go into the surgery' people do at 8am and they give them the appointments, keeping us hanging on the phone. I was no. 6 for 15 minutes - the receptionist told me they are trying to stop this - simple, just don't serve the people in the queue. They sent me to Katie Road 'walk-in' centre with my poorly child, to find it's not walk-in, I had to call from the car park to get an appointment. They were far more efficient but twice I have had to go to them as my own GP wouldn't help. The receptionists try to help with repeat prescriptions but always get it wrong and I have to go back and forth multiple times between the surgery and chemist to try to sort it. Most times the pharmacist has left the surgery being part time and doctors refuse to correct prescriptions that their colleagues have either forgotten to add something important to or the receptionist hasn't a clue and sends a prescription for the wrong items despite telling me what's on my letter from the hospital. It's a waste of time and totally frustrating when I need my HRT medication. Trying to sort it there is no privacy, no-one can hear through the covid plastic screen across reception that is absolutely disgusting having never been cleaned, covered with a thick layer of dried-on spit from multiple people trying to communicate, having to shout their private business so the whole waiting room knows I'm on HRT! Even worse when the doctor forgot to add my Thrush medication!!! I ended up paying for it off the shelf then got an apology text from the doctor and had to go and pay again the next day as I needed 3 doses - I could have paid one prescription fee if they got it right. Twice my son had a severe ear infection and he had to go to Katie Road instead as the surgery didn't have an appointment or GPs were on strike. This is the tip of the iceberg, every contact with this surgery is full of mistakes and they are totally unhelpful and clueless. The staff do their best and the doctors and nurses are lovely, if you can get to see one but really you just cannot risk getting ill these days, it's a nightmare. I'm looking to leave this surgery as they clearly are at breaking point but then aren't they all?