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

Schoolacre Road Surgery


Cancelled 3 year check ups

I normally have a colonoscopy 3 yearly we’re each time they have removed polyps! I should have had an appointment feb 23! They finally wrote to me saying they no longer do routine colonoscopies an to contact my gp if any abnormalities! I rang the hospital to say that they were effectively waiting for me to get bowel cancer before they do anything! They disagreed with this but I explained that I have had to have polyps removed each time! If this isn’t done they had previously told me polyps can turn cancerous!! So there is a good chance I do have polyps, if they do start bleeding it’s not a good sign! I contacted my gp as I do bleed, I recorded 13 times in 6 weeks! I also get other symptoms of bloating and stomach pain etc! She referred me to the hospital who sent out so far two bowel cancer screening kits! But I haven’t bled on these occasions!! So god knows when or if I will get a hospital appointment!