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

SHP - Monkspath Surgery


Online triage system is not working

I find the surgery great for the children. I can get them straight in when they need an appointment. However, when trying to book appointments for myself the system is not great. For some reason the online triage system does not work for me and I have raised the problem with the surgery. I have to therefore rely on the phone system and still struggle to get through and can often be 40th in the queue or cannot get into the queue because lines are so busy. I think that the problem is that the system is centralised and there are too many surgeries connected now. I have had a number of problems trying to get medication for a condition I have and I have now been told that I need to obtain a letter from my private service provider outlining the condition and treatment I need before they will issue a prescription for the medication. I am unable to get the medication privately or I would have, but I do have to pay for the letter to be written although they did give me all the details to pass over to the surgery.