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

The Acocks Green Medical Centre


Terrible practice!

Terrible surgery! Reception staff are all new with no experience. If you can get through in half an hour you’re lucky, only to be told there are no call backs available and try again tomorrow. When I went to collect a letter that was important the receptionist had managed to lose it within 10 minutes. When told the practice secretary had only just printed it she became flustered. I was told she was going upstairs to check, she printed a copy of the letter which was not on the correct paper or signed. She then had the cheek to charge £25 for the letter. This is one of a few examples of poor service I could give. There are no regular doctors for continuation of care. Trying to collect a repeat prescription took 3 visits as the receptionist had no idea where it was or if it had even been done. Terrible practice! Prize Draw Data