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

Laurie Pike Health Centre


Reception don't answer the phones

To make an appointment, I will be calling but reception are not answering. My daughter went to the practice in person and saw the receptionists not answering the ringing phones. She asked why they were not answering and they told her that they were busy, but they were not doing anything. My daughter went to the practice to collect her diabetes medication, and she was sent to the hospital as she had covid. You never see the same doctors each time you go in, so you can not build rapport with the doctors or have any sort of continuation with your care.