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.

Your reply

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Original feedback for

St James Medical Centre


Incredibly hard to make contact with GP

It's been incredibly hard to make contact w/GP. You can never get through on the phone and have to always leave a message and wait for someone to get back to you if they think you deserve a callback. My daughter tried for 2 months to get her vaccinations prior to going to university, she wasn't able to get an appointment in the end. I've had confusing messages about cancellation or rescheduling appointments. I've had to wait to speak to GP just to get a prescription. On the odd occasion I have spoken to the GP, they have been great.