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.

Your reply

* Required fields

Original feedback for

Boots Pharmacy - Longbridge Town Centre


Pharmacist present but closed the counter.

I went into the shop to buy a non prescription medicine only available from the back of the pharmacy counter. It was lunchtime and the pharmacist had shut the counter until 3pm because he had too many booked consultations. It seems to me that his primary job is to dispense medicines ensuring proper checks and advice is given. Closing the counter is inconveniencing a lot of customers who need the medicines and there must be a query as to whether this branch has the ability to dispense and provide other pharmacy services.