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


Worse than usual

Generally Terrible. Restrictions during the pandemic have made life difficult for all of us but the service here is worse than usual. I have recently phoned three surgeries for various reasons. Two of them answered and dealt with issues in a matter of minutes. At Shenley Green I have typically been on hold for thirty minutes or substantially longer before getting to talk to anybody. The response has sometimes been inadequate and inappropriate, if not confused and contradictory. They did not appear to know how to deal with mental health problems. Nor did they seem to offer any kind of photo or video consultation. Their response to recent contacts has delayed treatment and allowed conditions to deteriorate. I must say that some of the doctors are very good, if only you could get to talk to them when you need them. Prize Draw Data – 14/4/21