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


Frustrating and humiliating experiences

While the Dr I have spoken to has been very pleasant and helpful, I have had very frustrating and humiliating experiences with some of the staff both on the phone and in person. Registration with the surgery failed repeatedly despite it being confirmed as successful several times, and staff were rude and not listening to me, both on the phone and in person. I was even told off for ringing the doorbell as 'they had obviously seen me but were just in the middle of something', though I had no indication that they had in fact noticed me. I have every understanding that these are unprecedented times, and my criticism does not extend to all the staff, but I left close to tears after being treated like a nuisance especially by one staff member who was lacking any sense of common courtesy or willingness to be helpful. I have since considered changing surgeries due to this treatment.