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
St Heliers Medical Practice
Terrible GP surgery
Terrible, you never speak to the same GP and then the next doctor doesn't know what your on about. They speak over the phone and not face to face. They never upload documents onto the NHS app and they don't do follow ups either.
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