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

Prinja Pharmacy (Eaton Wood Med. Cen.)


Incompetent and Slow - A risk to your health

Prescriptions never ready in a timely fashion, even after calling up and being told everything will be ready by a certain time, upon arrival you’ll still be kept waiting for a half hour or more because it’s not ready. When they are busy you’re told they haven’t received your prescription, even when you can see on your doctors system that it has been sent to them. I have been given other patients medication, I have been given multiple medications differing to the strength on the prescription, given random medications that I don’t need and items are missing from my prescription every month. My biggest issue with this place is that the staff do not listen to you and are extremely adept at using untruths to cover for their slow and incompetent service. This pharmacy is a standing joke in the local community because of how abysmal they are. It’s a real shame because the owner and his wife are nice enough people.