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

Schoolacre Road Surgery


No customer services & unhelpful staff

I have suffered since 29 years of mental health, I can’t go out alone, in crowds, I don't go weddings, funerals. My previous doctor helped me with tablets - they don’t change what I suffer but helped me to live life to my limit but she retired, sold her surgery. The one I am at now doesn’t listen, others I talk to agree about their different surgeries. All they want to do is cut out what one needs on prescription, they don’t keep up with keeping eye on weight, sugar etc. If one is few minutes late can’t be seen yet can wait an hour to be seen. Receptionist so many unhelpful yet help their friends - one can hear it! No manners to the public, no customer service. Going down the dumps – sorry to say.