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.

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Original feedback for

Yardley Green Medical Centre


Very disappointed..

Absolutely diabolical. I am a transplant patient with chronic rejection of the lungs. I have tried to get an appointment with my doctor for a while. Every time I phone, appointments have all gone - told to phone in the morning. When you do, you are like number 15 or 20 in a cue. By the time they answer (after over 1 hour waiting) All appointments are gone for that day. Then told to phone back the next day, and this goes on and on. I have to have a prostate exam and a UTI test done, my transplant Team told me to book an appointment with doctors, as my urine output has changed the way I go has changed, a lot of concern/worry to me and now can't get to see a doctor. They want people to come forward for prostate exams, then you can't get in to have them! This is not the first time this has happened at this surgery, it is just the one that put the icing on the cake! 2 out of 5 star surgery - very very disappointed