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

Hockley Medical Practice


Terrible reception and patient care

They are not helpful. Don't bother going to them. The reception is terrible - the line is always busy so when you call they do not answer. I have spent over 40 minutes waiting on the phone to speak to reception before. It is a waste of time and I am not impressed. There is an online option to book appointments but I find it difficult as I am too old and I also find it too impersonal. I have never actually seen my doctor. I used to have a check up every 6 months but the practice nurse left after being treated badly by the practice. One doctor did come out to see my wife, but it took 3 or 4 weeks to get someone out. The doctors at the practice seem to swap and change and there is a high staff turnover. The practice has at least 3 surgeries so they must be spread thin. I thought the previous doctor at the practice was good, however, it turns out that he prescribed me diabetes medication when I am actually not diabetic and so for years I was taking medication unnecessarily. Apparently this was due to the doctor mixing his patients up. There are so many bureaucratic barriers and the manager deals with everything. My wife changed to a local GP and it is similar problems there with having to call before 8:30 am and not being able to get through or book appointments.