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


Worst gp surgery

Been with this GP surgery for a long and the practice manager has been exceptionally rude on more than one occasion. She doesn't listen, just cuts you off rudely and speaks over you. She has hung up on me many of times with a condescending tone. Trying to book an appointment leads to major anxiety and fear from being spoken too like you are nothing. She does not care for patient or their problems, she is in the wrong line of work. I call with a minor concern and get spoken too like I am nothing' how is she speaking to people with long terms issues? She needs to be constantly monitored or failing that locked up.