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

Newport Medical Group


zero stars for zero quality service!

This surgery seems to be run as though its run by Laural and Hardy! I have had numerous issues and problems with this practice and it seems I am not the only one. Even the local pharmacist has a thing or two to say about them. My father went in for a complaint that needed referral, when the referral came it was for my mother- we waited 2 months for the referral! I asked for some medicine for my son but the prescription came in my daughters name. My neighbour does not speak English and they were given a complicated information leaflet about migraines, which the brought round to me to translate and I couldn't because the language was too medical. When I book an appointment to a see a doctor, when I turn up I have to wait 30 min to 1 hour after the appointment time and then I walk in to find out they actually booked me with a nurse. I don’t mean to offend the nurse but she should bot be doing that job- I took my grandma once and it was the nurse who was sitting in for the doctor, the nurse had to look on the computer to find a diagnosis and then she had to phone someone else (I can only assume a doctor) to recommend something. When the treatment failed my grandma went back to see the doctor this time and the doctor said its the wrong treatment! There is no investment in this surgery and I feel offended as a tax payer to then find the lead GP partner at property auctions. Its a complete sham and nonsense!! Avoid this surgery at all costs!