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 Harlequin Surgery


In limbo and needing a doctor

I asked to speak to the physio doctor who I had seen previously and I was doing 8 weeks of physio. I rang on the Monday. It usually takes a day or two to get a reply to the email you have to send. Didn’t get a call so rang them again only to be told he’s on holiday for 2 weeks. It feels like every time I need to speak to a doctor it’s such hard work. Ring tell the receptionist your problem. They send you a link to complete that’s assessed by someone else and maybe two days later you’ll get a call asking you to come in or a phone consultation. My physio was completed using as app it stopped after 6 weeks and I’m in limbo again having to go through the process all again to speak to the doctor.