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

Maypole Dental


Been a patient since 1985!

Im 46 now, been going to check ups at Maypole Dental Surgery since 1985. Was always very professional. I continue to go every 6 months on the NHS and staff turnover is high but understandable. However, recent years, every time I go, im challenged that I haven’t paid for my check ups, and have to prove on my credit card statements! This is offensive, I’ve never been able to leave the surgery without paying! Im proud to say that I’ve always attended my appointments but I now feel it’s all about the money. I’ve heard reception staff talking quite rudely to people in the past.