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

Stockland Green Practice - Dr Khuroo\\\'s Practice


Fairly poor

It takes an hour or more waiting on the phone to get to speak to someone about getting a GP's face to face appointment. The usual story when you do get through is that all the day's appointments have gone so try again tomorrow! I've had problems getting repeat prescriptions sent to the pharmacy too. Turned out that the practice stopped the repeats because the doctor needed to tell me a change of steroid for my asthma was needed, but I never found that out until I actually got the appointment. The doctor then took me without any sympathy or preamble that the 2 steroids she had prescribed for me over several years could not be continued as only one should have been given with the result that my bones will now have gone soft and I should be careful to avoid knocks or bumps or my bones would break. I had there and then about 2 minutes to decide which of the 2 steroids should be continued. An apology or some words of comfort would have been nice, but there were none. Then she told me she had sent the repeat prescription to the pharmacy but when it arrived only the items for treating asthma were there, but I have other serious conditions which have been prescribed for. Eventually I hit on the idea of ringing the practice to order a repeat prescription, then they would only include the items I named and not those I have used regularly for several years. I know doctors and staff have been under severe pressure because of the pandemic, but surely I should rightly have expected better attitudes and service than this. I dread to think what will happen when my next 2 monthly prescription is due to be delivered.