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

Moor Green Lane Medical Centre


More support needed

I am a elderly patient with memory and incontinence problem. I get nurses to come home to support with incontinence and to provide pads, but I need to remember to book them to come regularly. I have memory problem so this is really difficult for me to do, as a result I end up having to pay for pads that I cannot afford. I have asked if they could make the appointment automatic but I was told they don’t do that. They have refused to help me with this problem. I also have a problem with my hearing and when I asked my GP if I could have a hearing aid fitted at QE, I was told they don’t do this anymore. However when I was at QE for another issue, they told me that I could get referred for hearing aid. I then went back to my GP and was finally referred, however when the appointment day came, I missed my appointment as I have a memory problem, If they had reminded me this would not have been an issue. I tried to explain this to them but didn’t receive any support