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

Vesey Pharmacy


This was really upsetting

My daughter was prescribed 40mg of her ADHD drug by the adhd nurse. This was sent to the pharmacy but was just placed to one side after saying that they would not prescribe it as the drug only came in 20mgs so the correct prescription should say 2x20mg. However they contacted the adhd team and then left it for over a week with no contact to the person it was prescribed to. When I asked the adhd team they said that they have tried to resolve it by contacting the pharmacy and even told me that it would be ready today however when I got there I was told that there was no contact and that they would not accept their prescription. The thing that upset me the most was just the lack of contact and when I asked why the pharmacist shrugged his shoulders and said that wasn’t his job or problem. This was really upsetting. He continued to argue that I had to go back to the adhd team and that it wasn’t his problem even when I asked what to do now. When my husband tried to call to make a complaint he said the same things and would not listen. His argument was that it wasn’t his job to contact the adhd team or us and that we would be left without information or a prescription wasn’t his problem. I am appalled at the lack of care and thought that this was dealt with. I feel it is a very cavalier attitude to have with someone’s health.