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

The Dove Medical Practice


Receptionists rude, can never get through.

I rang the surgery from 8am to 8.40am for my 7 year old daughter, who is waiting for grommets. Once I got through, I explained my daughter's history and stated she needs antibiotics as her ear had discharge coming out (previous experience I know she needed antibiotics). To be told no telephone consultations available. Now I know they're not taking face to face appointments, but still they never seem to have any telephone consultations! And when you go down there, well all the receptionists sit there let the phone ring whilst they do nothing!! It's a shambles.