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 GP's and clinical staff. Shame about a couple of reception staff and the phone system

The care and treatment are second to none. Dr Watson is great. She takes time to explain and really listens. The phone system and it's options really make no sense and all options go to the same people some of whom are brilliant and some of whom make patients feels like an inconvenience. Reception staff are a mixed bag couple of brilliant ones, but they are off set by those who are short and who fail to welcome patients, make eye contact or who try to listen. I dislike having to tell the receptionist when I'm making an appointment what I want to see the GP about. I find this intrusive.