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

Reservoir Road Surgery


Very aggressive receptionist

It's a very distressing and strange time for everyone especially the elderly, so having to take my 77 year old mother to the doctors for an appt was an ordeal in itself as she is shielding. Imagine the disbelief when walking through the door masked and gloved only to be verbally shouted at by a very aggressive receptionist shooing us out of the door ranting about not being allowed in. Perhaps if a notice was in plain sight on the door advising what the procedure is upon your arrival then the incident could have been avoided. Her attitude and behaviour were uncalled for and totally unprofessional. Not only did she keep ranting she was incapable of listening as my mother tried asking how she tells the nurse she is here, the receptionist shouted l am not arguing with you! Obviously in the wrong job. On a better note the nurse was in complete contrast, professional and a credit to her profession and the surgery. We are all feeling the effects of Covid but we expect our professionals to be just that. We are all trying to play our part and be kind to each other.