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.

Your reply

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Original feedback for

Tower Hill Partnership Medical Practice


Not able to call to make an appointment

Called at 8am on the dot to see if I can get an appointment due to realising I have a large lump in my armpit which is painful and also chronic pain in my lower abdomen. I was told that I have to make appointments via the online service. I explained that the online service states that whoever looks at the form I fill in will deem whether an appointment is necessary. And even then it explains that even if I do gain an appointment it would be in Two days not same day. I explained that this is urgent as the lump is large and has increased in size and pain over the last 48hrs. Still advised nothing can be done other than requesting online for a appointment. I was informed that If I make the online request I would receive a callback from a Doctor who would gather more info and then they would take it from there. So I filled in the online request to book an appointment. I was then sent an appointment for Monday 28th October. Didn’t receive a callback, wasn't asked for any photos. The appointment date and time I can’t make hence why I called up to book so I could ensure I could make the appointment. Since Covid the accessibility of gaining an appointment has dropped to being very difficult.