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

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Original feedback for

OHP - Harlequin Surgery


Staff are unhelpful and do not listen

The receptionists are unhelpful, they refused to check me in for an appointment and said I had to use the self check in, they escorted me to do this. I explained I couldn't use it, but I didn't want too. They did not listen. I don't agree with the self service machines, they are inaccessible for people who have poor digital literacy, and limited cognitive ability. It is not clear which profession you are speaking too, the staff do not always introduce themselves or their role. The pharmacist does not listen and the priority seems to be changing medication rather than understanding the person.