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

Sutton Park Surgery


Missinformed, time wasted, very worrying

I tried to contact this surgery on behalf of my mother..... the first time l was kept waiting over an hour number 48 in the que... l did eventually get through. I was told phone appointment availability could take up to 2 weeks and would be in the afternoon. l travelled accross the city, so l could be with my mother for the planned phone appointment on 6th of April. No Doctor called. I tried to ring the surgery from my mobile as it was getting late, after .... 1hour 6 mins l got cut off at number 2. l drove down to the surgery on the same day as expected phone call and was told by a member of staff there was no record of the appointment we had been waiting for. My mother was called after l aired my concerns to the surgery. The staff told her the surgery had tried to call her twice.... I had been sitting next to my mother all afternoon. The phone did not ring. I later received two missed calls to my mobile on my journey home from the practise, when l tried to return the calls l could not get through. THIS SHOULD NOT HAVE HAPPENED... AND IS THE WORST EXPERIENCED I HAVE EVER HAD WITH A SURGERY.