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 Limes Medical Centre


Dr refuses to listen to symptoms

The doctor, is very rude she refuses to listen to patient symptoms and talks in a very abrupt manner, she makes a unwell patient feel a million times worse. Second incident- I had a very bad flu and virus, she refused any medication and sent me home i was very upset, 4 days later my brother went in with flu symptoms and she have my medicine to him and said give this to your sister. Another patient I've heard of has Also been dealt with very rudely and in a very angry tone with this doctor making her feel like she wants to breakdown and cry, she refused to listen to Any of her symptoms. She put her hands in the air and shouted at this patient very loudly. Is that how you treat someone who is ill? If there was an option for NO STARS id choose that because 1 star sounds too much. They make you wait up to two weeks for an appointment. And when you call for an appointment, the receptionist is so abrupt, always refuses to give an appointment.