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

Wood End Pharmacy


Wow, who knew someone could be so rude...!!

Unfortunately, the manager here really does need to take a lesson in customer service, perhaps when business is going well and is lucrative common courtesy's like respect and politeness do not seem so important or maybe when you are in a managerial position you leave these qualities to be displayed by your staff (who always seem pleasant), but as nearly everyone will agree, these qualities always matter and are even more important when ones suffer bad health. I really feel service above and beyond should be praised, but equally below standard service should be exposed. If you need a to be dealt with with dignity and respect don't go to this pharmacy, if you do...hope you are not served by the manager!