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

Orthodontics Exclusively


It galled me.

Parents or guardians are simply not permitted to go upstairs where the actual surgery is, and that is where the children are treated poorly. This is not a school. Patronising remarks are not appreciated. Whether they are elementary or not, a client is not to be victimised or ridiculed into naughty children. We are children, not dogs. There is little to no personal connection between doctor and client. A patient at this practice should not expect their name to be learnt. Everyone's treatment is squished together as much as physically possible all in one room. This not only creates a ticklish atmosphere but also uneasiness. The patient is lying on their back in a totally vulnerable position which sparks up an anxious feeling especially with the knowledge that there are other people in the room watching you. From my personal experience, I have not once felt comfortable in the practice. As soon as I step upstairs, my anxiety spikes. It is an exact replica of the times of when I had received particularly bad therapy treatment. I often find myself choking back my tears after speaking to the staff here.