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


symptoms Ignored & samples not checked

We have family history of Crohns syndrome and my son had symptoms so we asked numerous times to get him referred to specialist, doctor refused. About one year later I called doctor to visit at home as my son was so ill he could not move. Doctor called ambulance straight away and son was taken to hospital and diagnosed with Crohns syndrome. Untreated Crohns can develop into cancer so this was a concern for us. Took my daughter to GP as she had urine infection symptoms. GP gave antibiotics without checking the urine samples I asked GP to check the urine sample but GP just said he doesn’t need to as he can see she has a an infection because my daughter has special needs and lots of other symptoms. I wanted him to check her urine sample but doctor refused. They are too lazy and arrogant to not check samples to be certain