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

Umbrella Whittall Street Clinic


Truly awful

It was with great trepidation that I sought out help from this service. I rang the day before and was informed that I could use the drop in service but to arrive ten mins before the service commenced I arrived ten mins before the drop in service started, completed the form and then sat in an overcrowded, cramped waiting room while a member of staff dished out free condoms to those waiting (highly embarrassing) then continued to have discussions with all and sundry about these new condoms and how they might taste. An hour and a half later my name was called, I entered the consulting room to be met by 3 people. The atmosphere was very strained, I felt as though I was "on show" and being processed rather than empathised with. Various whispers going on behind the curtain and beforehand an unexpected burst in to the room by an apologetic member of staff. It couldn't have been any worse for someone who was already feeling concerned.