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

Reservoir Road Surgery


Ignored symptoms of cancer and ableist

Currently completing a formal complaint with the practice and their disservice. I have had symptoms of cancer since joining them in Sept last year. I have autism and struggle with verbal communication. I provided multiple forms stating my accessibility needs, all of which were ignored. I was only given phone appointments. It was unsafe for me to have this appointment at home, I waited several hours for the appointment until a flatmate came home (which is when this became unsafe). I walked to the practice and asked the receptionist if I could have the appointment in person, she said she'd ask. I then had a GP come up to me and refuse my appointment in person, despite my sobbing, verbalization that it was dangerous for me to have this appointment at home, and mention of communication difficulties. This was ignored and I was ushered off. I then circled the car park sobbing to then be called by the same GP from a window I could see him through who then stated he couldn't understand what I was saying, to which I responded 'please let me show you', which he then, as before, refused. The type of cancer surrounded reproductive organs, I had several STD/STI tests, when these came back negative I was told to get more of the exact same tests from Umbrella, despite these being cancer symptoms. I had to contact Umbrella to tell this practice that they do not diagnose cancer and a referral to a specialist is needed. Incredibly inadequate, failure to meet duty of care.