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

Soho Road Health Centre - Dr Bathla & Partners


service gone downhill, ridiculous rules

so i've been on the phone from 7:59 am (lines open at 8) and got a message to say call lines are at capacity, fair enough. I called at least 10x until I finally got to the queue. I was in the queue for 45 minutes, again thats fine, I appreciate its busy. I finally speak to the receptionist and explain I was given 1 week antibiotics and the doc said to call on Monday if infection hasn't cleared and she can prescribe another 1 week course without a break in the course." The receptionists don't treat you like human, she heard everything and said "theres no appointments". I said "I dont need an appointment, the doctor told me to call on Monday to tell her if it's worked and I'm trying to tell her so can you not atleast pass on the message. I can't spend all week calling because if I don't get appt by today there'll be a break in the course", she reiterated "there are no appointments" like a robot. They need to assess each individual rather than constantly repeating same lines. I didn't want to waste doctors time by taking up a whole appointment for something that can be solved in a less than a 2min telephone conversation. Also few weeks ago I took my son to doctors and a patient wanted to make an appointment. One of the new receptionists very rudely told him to call in but the patient said it doesn't make sense because the doctor told him to book an appointment and the phone lines are busy so why can't he do it at the reception? stupid unfair rule told to the guy very rudely