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

Wychall Lane Surgery


Nice GP's but difficult to get them!

It is not just my GP surgery but all surgeries should be offering the ability to book appointments on line, I sat on the phone Tuesday for 34 mins waiting in a queue just to try and get an appointment, it's ridiculous, no wonder A&E is over used! I also think that ALL staff ie physio etc should be working shifts so that the hours 8am-8pm are covered, I am sure lists could be reduced. The nurses and some doctors have to work 24/7 but others seem to go home by 4.30pm! Since COVID it has become more and more difficult and frustrating to get a GP appointment, I feel sorry for the elderly who need the care but cannot get it. When I do see a GP they are very good and professional but it's the hurdles you have to jump before you can even get an appointment. I am also on a waiting list to see bone specialists and told there is a 28 week wait just for the initial appointment which does help with pain.If I could afford to go private I would in a heartbeat!