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


Utter Disappointment

I cannot understand this clinic's approach. I understand it's not open to the general public (do not kno why this is the case). Yet, in order to get a verbal consultation from a nurse, you need to phone in from opening hours. However, when you phone, the line is completely cut off. You keep phoning and phoning. The same thing happens. Then, finally it rings (for only to say "Line Busy"). So again, you phone and phone. Before you know it, it's been 90 minutes and you finally get hold of a receptionist... to only tell you there's no one to give you a call back. And now, you await this process to happen the very next day. It is the definition of insanity! You cannot get hold of anyone and when you, you're told the place is booked and to try again tomorrow. The phone line only allows 20 callers and only when one has dropped to 19, you are able to get through. It's an actual joke.