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


Getting a same day appointment is hard.

During covid, it has not been possible to go in. It has been difficult to make an appointment. Phones ring, and it takes multiple calls to get into the queue, the message is that the lines are so busy, that the queues are closed. Getting a same day appointment is hard. I needed to collect a letter last week, and it was difficult to communicate through the in intercom. I overheard a lady trying to get some help for her husband who was dying. She said one of the Drs had told her if she needed anything to speak to a specific Dr, however the receptionist didn't listen to her or sound very empathetic. The lady was clearly distressed and what I witnessed wasn't very kind care or communication. However some of the Drs and staff have been supportive in the past. It would be good if there was consistently this level of service.