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

NHS 111


Poorly trained staff

Spoke to 4 individuals and given incoherent advice throughout. One dental nurse advised that we took my severely disabled mother who was in severe pain with a broken tooth and exposed nerves to the Dental Hosptial as a walk in on a day that they were actually closed! Followed swiftly by another call who knew nothing about the previous call back ? (I thought these were all logged on a system!) referred us to an out of hours Emergency dentist that could not then treat her because of her physical disabilities, which we had already repeatedly advised all parties of. Then found also this 111 referred ‘emergency dental service’ was actually a private clinic and she (despite being on benefits entitling her to free care) was obliged to pay their private fees! Absolutely shocking dental service in this area! And very very poor support and service from 111.