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

Tower Hill Partnership Medical Practice


Will do anything not to see patients

I begrudge having to even give them 1 star. This is the latest in a long line of by fobbed off regularly but after recently being in a telephone queue for over an hour, I was told to go straight to a pharmacy to get ointment for my daughter’s eye. I explained that she is only a few weeks old and the pharmacist couldn’t give anything for a child that young without perception (you would have thought that a receptionist at drs would know). I was told that she could not be seen by a dr for such an issue, go to a pharmacy and then the call was terminated. Well I went to the pharmacy on their site, and guess what, he couldn’t give anything for a child so young. Their staff were also extremely rude throughout my wife’s pregnancy when midwife surgeries were moved from site across Birmingham, she turned up for appointments and staff simply told her the appointment wasn’t at Tower Hill any longer but didn’t direct her to where she should be. Have a much better service waiting until a weekend, ringing 111 and seeing an out of hours dr.