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

St Heliers Medical Practice


Couldn't help with husbands diabetes sensor

I'm lucky if I get an appointment here, I've tried on the phone for me and my husband. Went back to the GP for my husbands Diabetes sensor and the GP said there was no one there to do it. My husband couldn't remember how to do it at the time which is why he asked the Pharmacist and GP. Luckily he remembered but he would have had to go all the way back to the hospital, even though the Diabetes clinic had told me to go to the GP with any problems.