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


Lack of access due to severe anxiety

Accessing appointments is difficult because I have severe anxiety and find it very hard to leave the house. I request telephone appointments but this is not always possible. Home visits are not a possibility because I am young and not physically disabled. This means that I do not access the service when needed. On occasions when I have managed to visit the GP with support appointments have been difficult because I have only been able to discuss one issue at the appointment. When it takes such a lot to get to the surgery it would be helpful if we could discuss everything rather than having to arrange lots of different appointments. There needs to be better understanding and more adjustments made for people like me.