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

Jockey Road Medical Centre


I phoned at 10.30am

I pressed option 3 to enquire about my prescription for compression garments and also why I received a delivery from the pharmacy for a dermol lotion I received that I never requested nor was prescribed by any GP. I was No.3 in the queue eventually 2 hours and 40 minutes later the phone was answered only to be cut off because they couldn’t hear me. I tried again then it went back to answer phone where I was No. 5 in the queue. I think 2 and a half hours is much too long to be No.3 in the queue.