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

Millennium Medical Centre


Poor needs improvement

I am 71 & my husband is 74. We are both in poor health. I have osteoporosis and I haven't been able to walk properly since I fractured my pelvis. My husband was prescribed antibiotics and the prescription was sent to chemist. I went back & forth trying to sort collection of the prescription and it wasn't sorted until the day after he should of collected. I was so angry and upset that this was not dealt with as soon as I informed the receptionist that the prescription wasn't sent to the chemist. I should not have to keep making several journeys (I don't drive) with my health to collect an item that I should of been able to collect, especially it been antibiotics that clearly has some urgency. The whole experience left me emotional & exhausted. There needs to be a better system/communication in place. I also tried to call the surgery to save on pointless trips but unfortunately it just said that the surgery was at full capacity and couldn't receive any more calls. I really feel a better system should be in place for staff & for patients