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

Tile Cross Surgery


Access difficulties being visually impaired

I find digital access difficult due to being visually impaired. I have to telephone the surgery as soon as phonelines are open to try and get an appointment. I can usually get an appointment this way, but I am quite often sent to the Church Road Surgery, which is very expensive for me because public transport is difficult and I have to pay for taxi fares. I request telephone appointments but this is not always possible. Another issue I have is that you are told by the receptionists that you can only discuss one issue per appointment. When you have complex conditions this can be very difficult because quite often different symptoms/issues are connected.