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

Tudor Practice Stockland Green Limited


Disheartened by referrals not being sent

I was recently very disappointed to learn that referrals which were discussed in October 2024 had not actually been submitted until April 2025. Following a face-to-face consultation, I received a message in late October assuring me that these referrals would be sent off. However, there was some sort of oversight in the intervening period, which was only discovered when I contacted the practice about having not had any updates. I initially raised my concerns via message to the surgery and received no response. After a couple of weeks with no reply, I followed up by phone call, only to find the referrals had been sent that same week - six months after receiving the confirmation text message. Overall, this was an incredibly disheartening experience, and I'm not clear on how this was allowed to happen. Nevertheless, the member of reception staff who I spoke to was incredibly helpful, polite and apologetic (despite this issue not being their responsibility). I have typically had great experiences with this surgery, so this oversight came as a shock and a real disappointment.