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 Swan Medical Centre


Disgraceful

Do not ever go with these doctors, the reception staff are often rude, I’ve had the phone put down on me before. They won't prescribe pain relief for an injury I was on morphine for in hospital, I feel like I've been treated worse than an animal, people shouldn't have to suffer for weeks without any relief, all I get told is that I should go back to the hospital, just passed on so they don't have to deal with you properly, when I went in because I couldn’t lift my arm the doctor didn't even bother checking me over, PLEASE think very carefully before signing up with these absolute jokers, they don't care about how you are feeling or whether you are in pain, I could get better pain relief over the counter.