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 Hill GP Practice


very cold and un-understanding staff

Appointments are only available at the counter three weeks or over a month later, on the phone you have to call at 8:00am to get an appointment(only for that same day they don't give appointments for the next day),we can wait up to a week before they pick up the phone,calling them everyday! When I got pregnant the GP didn't even give me a exemption application form to fill until my midwife let me know a month later and gave me the form and told me that my GP has to stamp it and send it for me, when I went to give them, the reception was totally rigid and told me that they don't sign these forms even if was written in big character GP stamp she persisted in said that the midwife has to stamp it, I was deeply shocked and saddened at the harshness in their way of speaking, now here I am with a pregnancy, not exempted for medical care because the GP wouldn't sign the form and the midwife doesn't pick up her phone. Basically that's not the first time that this happens to me at the hill whenever you need something from them they would very rigid and un-understanding and would not help you. I am going change GP soon, because they are really unreliable.