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

Wake Green Surgery


Feeling like a second class citizen.

I was feeling suicidal, and I eventually had to make a complaint to get a phone appointment with a very helpful lady doctor. I then asked for an appointment a few weeks later and had to fight to get one. Receptionists are arrogant with no regard to the patient's feelings/symptoms/pleas. After second phone appointment, I was left feeling even more depressed due to the total lack of empathy from the male doctor (who I discovered many years ago has no understanding of mental health). I then rang again this morning, and after waiting 20 minutes for the phone to be answered, spoke to yet another couldn't care less receptionist to ask why the surgery's social prescriber had not contacted me in over four months. I was given no reason as to why and not even an apology, which is what I've come to expect from this surgery. If it wasn't so difficult to join another surgery I would've left this one years ago. The only way to get anything done is to make an official complaint, which I don't like having to do.