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  • Home
  • What We Do
    • About us
    • Annual reports
    • Meet the team
    • Meet the board
    • Vacancies
  • Share Your Views
    • Find a service
  • How We Make A Difference
    • Investigations
    • Consultations
  • How We Can Help You
    • Help with the NHS and social care
  • Get Involved
    • Volunteer with us
    • Events
  • Contact Us

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

Poolway Medical Centre



discrasful;

i am absolutly appauled by the level of NO care and i call it No care as whomever is answering the phone does not a one caring bone in her body i beleive it may be the practice manager so no complaints are coming to the surgery you gave me pals and ombudminson here we come this is not the first time you have failed us and judging by these reviews we are not the only ones everbody you all need to report your bad experiences higher as this is not acceptable when will it end maybe when it comes to an ill patient being scared to contact there gp and so forth

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