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

Yardley Wood Health Centre


doctors good but rude receptionists

The GP surgery is OK, but receptionists do not have patience and they are not sympathetic. On many occasions, my child was unwell and they couldn’t give me an appointment. I just accepted it, however after speaking with my mom. She called the GP and managed to get an appointment same day after telling them they can’t turn children away. My mom now calls all appointments for her 12 grandchildren. When I go I have to often go with my other children and wait in the waiting room. Sometimes I have to wait for 40 minutes in the waiting room and with many children it’s not easy. They tell children to be quiet, it’s not a child-friendly place. They could have a carer for children to help keep them entertained. The doctors are fine, it’s just the receptionists’ attitude.