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

Swanswell Medical Centre


Brilliant, helpful and understanding.

Good GP. I'm not knocking them they have been brilliant with me. The only thing is, you ring up and they only give single appointments to discuss one thing at a time. So to discuss more than one thing I have to book double or triple appointments. The surgery is clean, staff are understanding, especially the receptionists who are courteous and polite. They've started to digitise a lot of the service which doesn't work well for me or people like me and the GP's or receptionists need to be signposting people to support services and different services.