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

Superdrug - Harborne


Useless, if I could give 0 stars I would.

I go to pick up a prescription I have to collect every fortnight for my baby. They have never ordered it in even though I have ordered the repeat prescription a week before. Then they’ll say I need to wait a few days. Or go somewhere else. They don’t seem to check the prescriptions coming in and order them in, they wait until you come to collect and realise they haven’t ordered it. This has happen every fortnight for the past few months. I am now changing to another pharmacy. They also close at random times for lunch that aren’t listed on website so you have more wasted trips. Queues are at times 30 mins plus. And they never answer the phone so you can check a prescription is in before you go.