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


Management of the service is poor

Individually the doctors are good but the management of the service is poor. Through them, I had my first Pfizer vaccination 14 Jan. By day 83 I'd heard nothing about a second vaccination date so rang them. They said someone would ring back that afternoon but nobody did so I rang next day only to be told they had no vaccination appointments for second dose, didn't know when they would have any and didn't know where I could get one. I tried the CCG and got the same response. NHS England could only book Astra Zeneca appointments. In desperation, I e-mailed the QE who immediately got back to me and gave me an appointment for the following Monday. If I had not thought to do this I would remain without a second dose. I wonder how many others are in the same situation. Surely my GP surgery should have known where to direct me for this second vaccination?