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

Scott Arms Dental Practice


UNCARING TO PEOPLE WITH DISABILITIES

Since I've used the Equaliy Act 2010 they have targeted me. I tried to use the Equality Act 2010 again today on the phone as a person with disability. Staff should be trained in Equality and Diversity. Kept hanging up on me. So I kept calling then they made a threat towards me so I reported it to the Police to log. Then when I tried to contact them again the blocked my number and ive paid registration as well. The pratice try to tell you the dentist is inderpendent when you complain about him and send your complaint to him. To investigate his own complaint. They dont care about peoples health and try to get as much money out of them as possible. They are a disgrace and have make me scared to even visit them. Things got so bad today I phoned the Police after them making threats as I feel they are conducting a hate crime. So I have a log number and if this goes on a number of times I'll push for Police action against them.