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

All Saints Medical Centre (MMP)


I have been let down

I have many conditions and for every single one I have been let down. I attended surgery many times all said they’d referred to the pain clinic but I heard nothing, this has gone on for 4 years. Eventually I called the number on my NHS app and they said they didn’t understand why doctors kept on re-referring when they had never met me. They had been re-referring to the wrong hospital. In the meantime I am ill with the pain. I have diabetes and have had allergic reactions to meds. Agreed Mounjaro injections but appointment for a nurse has been 2 months wait. Then they messaged my on the evening which I didn’t pick up until late and that left me no time to arrange plans for my dog. I called again another string of weeks to wait and at a different surgery, only to get to that date and it’s cancelled. I am off work for my mental health at the moment, in pain every day with my fibromyalgia and arthritis, on no meds for my diabetes and I am just at breaking point.