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

OHP - College Road Surgery


Really quick and efficient service.

I booked an appointment on the morning to see a doctor. I got an appointment the same morning and was actually seen before my appointment time. After seeing the doctor he said I was due my Flu and Pneumonia injections and rather than go away and come back he emailed the nurse downstairs and I was seen by her within 10 minutes of leaving the doctors room - I left feeling much happier knowing I'd seen a doctor and had my yearly immunisations. My only concern is getting through in the morning to get an appointment, I literally have to constantly press redial until I get through and then have to hope there are some appointments left which isn't always the case. I am also registered online with the surgery which is fantastic for ordering repeat prescriptions but not so good for booking appointments as there are only a few made available, probably due to most people still phoning and not using the online system, so understandable really. Overall a good practice at which I'm always treated with respect and dignity.