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  • Home
  • What We Do
    • About us
    • Annual reports
    • Meet the team
    • Meet the board
    • Vacancies
  • Share Your Views
    • Find a service
  • How We Make A Difference
    • Investigations
    • Consultations
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    • Help with the NHS and social care
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    • Volunteer with us
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  • Contact Us

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

Vitality Medical Spa Limited



Very unprofessional

Doctor and the Nurse had been very unprofessional. The Nurse although she told me that she had been qualified for 50 years, she could not do a Cervical Smear Test and she told me not to tell anyone that she could not do it, then she sent me to the Family Planning Clinic although it had been closed at the surgery and I had booked my Cervical Smear Test 2 weeks previously. After I had mentioned this to the Practice Manager she made an excuse on the Nurse's behalf and said sometimes it may be difficult for the Nurse to do Cervical Smear Test on women especially big women and I said it should not matter what size the women is she should be able to do a Cervical Smear Test if she is a qualified Nurse and if she cannot then a Doctor or another Nurse should have been on standby to do this for the patient. I had been told that I had a bad attitude from the Doctor who has never seen me only spoken to me over the telephone and then they removed me from the surgery although I had left before then. Really appalling treatment and I would advise this surgery to close down and let the staff be fully trained again and the receptionist need to learn respect and how to communicate much better with the patients especially patients of other nationalities and cultures which is different from theirs.

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