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

Sherwood House Medical Practice


Fantastic Support from the Surgery

Since 2009, when I was diagnosed with breast cancer, I have had a lot of contact with the doctors, nurses and admin. staff at the surgery. Everyone is always polite, friendly and efficient. It is easy to get appointments, including short notice appointments. More recently, my mum has also been registered at the surgery. She has mixed dementia as well as physical health issues. Over the last 7/8 months her needs have become increasingly complex. All the doctors who have seen/visited mum have been good...but one doctor, in particular, has been absolutely fantastic in terms of the interest and empathy she has shown mum. She has made prompt referrals when necessary and has been very diligent about follow-ups. I have always had the sense that she is genuinely interested in mum's welfare. The District Nurses who have visited mum have also been superb. They have been patient, compassionate, friendly and diligent. Mum has been very challenging towards them at times and I have nothing but admiration for the way in which they have engaged with her and made sure she received the necessary treatment. I feel we as a family have received an excellent service from all the practitioners who have been involved in our care. Heartfelt gratitude to everyone!