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 Old Priory Surgery


Great staff but getting an appointment can be difficult at times

I've lived in Kings Heath since 2005 and this has been my local Doctors since then. I've always found the Doctors and Nurses to be extremely helpful with a friendly attitude. It's a fairly old building, but always warm and relaxing in the waiting room. There is a bus stop directly outside and ample parking in the car park or on the street if that is full, there's also a couple of pharmacies only a 2 minute walk away. The only downside is the fact that you can't book an appointment unless it's weeks in advance, you have two chances to book an appointment for that day, one in the morning and one in the afternoon. All in all it's very good I'm happy it's my local Doctors.