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

Oasis Dental Care Central - Sutton Coldfield


The dentist didnt stop when I expressed pain

I was advised to have a temporary filling as I have a deep cavity in my wisdom tooth. Pain relief was not discussed or administrated, I was in a lot of pain once the dentist inspected the tooth. I raised my hand twice to indicate that i wanted her to stop. The dentist continued and advised that she was nearly finished. When the dentist applied the filling it caused me extreme pain I called out in pain and raised my hand but the dentist continued. The dentist and assistant must have understood I was in pain as tears were falling down my face. I was forced to remove the Dentists hand myself. I was told that if didn't let her work on the tooth she couldn't "work her magic". After time to compose myself the dentist asked if it was painful I advised that it was. The dentist then asked ME If I wanted her to take out the filling. This felt that this implied that the filling was incorrect and needed to be adjusted. When I explained that I didn't know what it should feel like and for how long it would hurt, the dentist replied " well I don't know what you want me to do then" I left the appointment in shock, pain and tears. I am terrified to attend my appointment to extract the tooth. I have visited this practice and dentist recently before this occasion, during that visit I was given a quick and clear check up. I can only rate the hygienist highly who made me feel comfortable and gave me good advice. I will not be using this Dental practice again.