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

Poolway Medical Centre


Extremely Rude practice manager

After waiting 30 minutes for phone to be answered was finally addressed by one word ‘surgery’. I was told I could not speak to the GP and could not leave a message. I was returning a call from the GP regarding my 87 year old parent. I was then cut off. I called back and after a further 20 minute wait was reluctantly told a message would be passed to another doctor who would call me back. No-one did so I rang again the following evening. Greeted in same way after another 30 minute wait and again disconnected after giving my details. I went straight to the surgery and spoke to the GP directly who was very helpful. I informed her what had happened and I really hope something is done to remove this awful person who should not be employed in this role. Shocking service.