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 Bhalla\'s Practice


Staff is rude and unprofessional.

I am having problems with appointments more than two years now. Each time I called there for appointment they asked me to call back again to get appointments. Its very annoying if I call there 8am or 3pm, always lines are busy and when they pick the phone they will say all the appointments booked and will ask to call back another time. Evan if I ask them for phone appointment and never asked for same day appointment. I always asked them if they can give me future appointment so we can have day off to attend appointment. Me and my husband are working from Monday to Friday and its very hard to call every day for two times. I always explain them that its not possible for us to call every day 8am and 3pm, sometime they listen and book phone appointment but most of the time they refuse. I complained to Manager as well but she was very rude and said she can't do anything as it is what it is. She said because most of their patients are not working so it is suits to them. I tried to explain her my situation but she was not interested. Its nearly two hand half year now. I am suffering few health conditions which not been treated properly because of not getting appointments. Never understand if its happening just to us or other people are struggling as well.