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


Extremely frustrating getting an appointment

I dread trying to get an appointment at this surgery - the systems seem to keep changing and are inconsistent depending on who answers the phone; you can't book one in advance because appointments are being kept open for on the day, so phone back. One is asked for the reasons for the appointment, sometimes but not others. The staff attitude puts up barriers - they should receive some customer service training - not all but too many of them. Everyone I know who is at that surgery feels the same, we all want to switch surgery but somehow don't - perhaps because the doctors themselves are fine.