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

* Required fields

Original feedback for

Vesey Pharmacy


Variable service. Depends which staff serve

Cannot get through via phone - they cut you off. No email to contact by. I have quite a journey to get to them and often have to go multiple times to pick up drugs. This costs me transport. If I can't get thru via phone to check if my drugs are ready - I am left with no drugs. If drugs are not in stock - they don’t tell me this. This week I've been once and picked up drug. They wouldn't check if my other prescription had come thru electronically, It had been sent from the Drs the day before. And now I will have to make another journey to see, when it may be ready - as they are not answering phone, despite phoning numerous times. I have no drugs - and my symptoms are affecting me. I cannot take over counter alternative.