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.

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Original feedback for

University Medical Practice


Nightmare booking appointments!

The doctors and nurses are great. They're very very helpful and work hard. I could not say one bad word against any of the ones I've seen. The only downside is the management of the practice and the inconvenience and palaver it takes to make an appointment! Up until the Covid era, you could book an appointment in advance without any problems. This is all going back about 5 years ago. But ever since then, you CANNOT make future appointments! Covid is over now so why is this silly system still in place! If you need an appointment, you have to call between 8:45-9:00 or 13:45-14:00 in order to make a same day appointment! This is very inconvenient because it means because everyone is scrambling in to make an appointment, you can't necessarily get through in time to speak to the reception to secure an appointment and it becomes a mere game or luck!! It's ridiculous! I complained a few times about this to the practice about this silly procedure but they have done nothing. It doesn't appear to me to whoever is in charge really wants to assist the public. Therefore who does procedure benefit? Furthermore, you can't even book online either!