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

Mirfield Surgery - Dr N Khan & Dr S Y Khan


Thay don't appear to really care

They used to be a lovely family of Doctors who cared now they have people working there who don't appear to really care. For instance, I've been trying to get my Mother her vaccination for the last three weeks she is Bedridden and 88 I keep being told no one is available this Week-End our circumstances changed and my Brother was admitted to hospital I felt worried about my Brother coming home and maybe bringing Covid into our Home after his stay in hospital so I rang them once again having spoken to the Community Nurses and CCG they told me to tell the surgery my concern. I did and spoke to the Practice Manager who assured me Mom was at the top of the list and would be receiving the vaccination within the next two to three days if I haven't heard by Wednesday to ring them they are not usually available to speak too on a Wednesday its Tuesday night and I haven't been told anyone is coming tomorrow and I know I am just being fobbed off I asked about myself getting the vaccination being a paid carer and told I wasn't entitled to it yet knowing full well otherwise carers in a similar situation have already had it .I was told by the Practice manager I could go to the Aston Villa Ground and get it anyway or Millennium Point and sent me a link the link had no reference too either of these places so I looked them up as I am desperate to have the jab to protect my Mom, when I looked this up I couldn't get the vaccination at either of these places unless I had a NHS letter so the practice manager obviously hasn't a clue what she's talking about! She gave me a link to reply to her so I told her that neither of these were an option and I didn't think this is fair because if I get Covid who is going too look after my Mother?