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

Vicarage Road Surgery


Failure of communication stopping medication

I have complained on several occasions to this surgery requested complaints procedure which is unknown to the manager. I have had no shows of G.p home visits and then told nurse is coming to which was told she told the G.p she couldn't weeks went on and still they couldn't get there act together. Persistent medication being stopped with out being informed and then told due to cuts but no explanation to consultant who prescribed from hospital. No alternative and then was told by g.p one evening. It's not there problem they just provide the prescription and I have to go find the medication even though the pharmacy said its been out of stock for month's. I was just told its not there problem. The hospital told me the G.p has a duty of care so it is there problem. As a disabled patient the pharmacy is constantly ringing me to ring the g.p to resolve prescription issues. This is unacceptable and unnecessary stress which is making me more ill. It seems clear the care and service has gone down hill and I feel stuck and helpless. To a point of neglect and failure by this surgery so much so that it has impacted on my mental health and I have simply had enough.