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

Woodland Road Surgery


Couldn't provide travel vaccination advice

I phoned the doctors about travel vaccines requirements. I got through okay but the only help they offered was to suggest I could call a private clinic, who may sell me the service whether it is essential or not. All I wanted to know was whether Hepatitis A is a vaccine required/recommended for travel to Bulgaria, as the information on the NHS/Gov travel websites was confusing. They said a nurse would usually see me in the 6 weeks before I travel to check my vaccine records. I did not need anyone to check my records - I just wanted to know what the current NHS advice is. They said a nurse did not have time to answer this question. So now I will be travelling unvaccinated as I can't risk a private clinic trying to sell me and 3 other members of my household something I may not need.