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

River Brook Medical Centre


Excellent practice in all services.

I have nothing but praise for River Brook Surgery. Excellent Doctors, whom I have total trust in. Very well run practice. This is evident in the services it offers to patients. They have given thought to working patients by opening seven days a week and until late during the week. The Receptionists are helpful, kind, approachable and friendly. I have been a patient here for 38 years and every visit has been a positive experience. The Doctors I have complete trust in. I always feel reassured when I come away from an appointment. I know I can ask questions and never feel rushed during my appointment. At this Practice, its obvious that they work as a team and genuinely do care about their patients. Every experience with the Nurses and HCA has again been positive, in that they talk to the patient to reassure them . They always explain what is happening. I will stay living in Bham purely to stay under the care of this excellent practice.