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


Inconsistent changes

Me and my whole family have been with this surgery for about 15 years now and we always commended how the staff and the process of being seen by a doctor was really great. Now since becoming hi tech, the process has changed. Patients can book appointments way in advance, calling at 8.15 every morning does get you through to reception so you can bag a same day appointment. My sister recently had a really bad throat infection the Monday which was just getting worse. She rang for a whole 45 minutes from 8.15 continuously before getting through and being told no appointments at all were available until Thursday!! And if she was bad to go to the walk-in. Just terrible. This process does not work and think the team need to rethink to go back to the old ways or not take on too many patients where now you have to preempt being sick to see your doctor!!