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

Victoria Road Surgery


Waiting for results of tests/diagnosis

I tried to see my usual GP who has a good grasp on my health condition, but as was expected, he was unavailable. Instead I saw a different doctor who informed me that he had come from a hospital setting to that of a GP. I was somewhat perturbed as I found it difficult to hear what he was saying. I explained and he said he understood. Nevertheless, he continued to look at his computer screen while he typed, looking away from me the whole time. I attempted to explain that there were a couple of issues I needed to discuss with him, but he would not do so. I thus focussed on the main one - namely a sudden loss of weight, linked to an increase with problems passing urine. I had lost around 20 lbs in five weeks and seemed unable to regain it no matter how much I ate. I was also experienceing greater difficulty in starting, continuing and finishing my urine stream. He would not countenence further discussion, and said that he would refer me to the genito/urinary department for tests, and book a CT scan. I have had the urine flow test, and more recently a CT scan. I'm waiting, worrying, about getting the results. The CT operative who administered the CT scan and to whom I spoke said that the results would be with my GP within 2 weeks. It's past that point now and I would be very grateful to know. I'm perhaps more than usual concerned because my wife's in hospital recovering from major bowel surgery.