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

Shenley Green Surgery


Initially refused appointment !

We called to make an appointment for our 22 year old son who is home on leave from university. We were told that as he is no longer registered here he would have to see either his own GP, who is in Cornwall,or go to Katie Road walk-in centre, and that those were the only options.I then contacted Healthwatch and NHS England who both informed me that as a student he was entitled to 14 days emergency Healthcare before being required to register as a temporary resident.Neither option was offered by the Practice when we called them. I called again today and asked for an emergency appointment for our son explaining what I had been told by the above mentioned agencies. I was then told that they would offer an appointment on condition that our Son comes in first to register and that if he wanted and emergency appointment he would have to go to Katie Road walk in centre. When I once again pointed out that according to NHS England, Healthwatch AND the NHS Choices website that students who are home on leave from University are entitled to 14 days treatment before being required to register and in accordance with these rules I would like to make an appointment for my Son and that I would be reporting the matter to Healthwatch I was finally offered an appointment. I had explained that it was urgent and that it was a mental health issue. I find it quite disturbing that the Policy being enforced by Shenley Green Surgery is so out of Sync with actual NHS rules. I am quite confident, articulate and resilient, but what chance would a vulnerable young man or woman have in trying to get the help that they are entitled to by calling THIS practice ! ?