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

Weoley Park Surgery


Incompetent staff and doctors

I rang in this morning due to having issues with my current medication and got a telephone appointment. When the doctor finally rang all you could hear was him typing away in the background and I’m not even sure he understood what I was saying. He decided that I would need a face to face and booked me an appointment with another doctor as he was only working for half the day!! I turned up at my normal doctors surgery 10 minutes before my appointment only to be told that I was at the wrong doctor’s and I should have gone to Grange Hill surgery. I ask the receptionist who was going to tell me that I should have gone to the other surgery as the half day doctor didn’t. She couldn’t answer the question and it is now 20:15 and I’m still waiting for an answer? Needless to say the service at this surgery is shocking and you can never speak to the practice manager as she refuses to take your calls. This is not the first issue I’ve had, I only want the doctor to treat patients with respect and do the job they are paid very well to do.