Right to Respond

As part of our commitment to providing an honest and transparent view of health and social care services, Healthwatch Birmingham & Solihull 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.

Your reply

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Original feedback for

Barnt Green Surgery


Horrible customer service from receptionists.

Awful customer service by both receptionists and some doctors. They operate as robots, they only care about their budget and not patients’ care. You ask for a phone call with a doctor; every time I get a call back from the same receptionist trying to fob me off. They don’t really understand what you're talking about and they go backwards and forwards with a doctor and yourself instead of passing you on to the actual doctor. Then when you challenge them because they misinterpreted what you said they become patronising and with stinking attitude. By the way they call this backwards and forwards triage. Shouldn’t triage be left for qualified nurses? You need a patience of a saint to deal with this lot.