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

Good Hope Hospital


Serious Lack of Communication here

I’ve been at the Good Hope hospital now since 1pm with my husband. We have seen various professionals but what differs from the Heartlands is that at least each stage was explained clearly at the Heartlands. Here, there was an awesome nurse who listened carefully to us and even though I explained and my husband explained of how his bad knee hurt so much that it caused him to fall, The doctor didn’t listen to me, my husband or even the nurse upstairs on 1st floor. She even said to me, please can you explain to the doctor of how your husband fell because I told the Doctor and he won’t listen to me??? Imagine that! There’s this rude ignorant nurse on the ground floor, she just making decisions and not informing the patient or his wife! This is disrespectful, and very worrying and so upsetting. She put a hospital wrist band on my husband and he and I became confused as we were already told that he could go home today. He was just told he was going to have a CT head scan and wasn’t informed or asked of was he ok with that decision? I informed the ground floor nurse that it would be appreciated if she at least informed us of what was going on but her demeaner appears to be a bit rude . We’ve been here so far for 7 and a half hours and counting. Our heads are spinning here, we have seen too many nurses, Doctors, just two physiotherapists and they said I should ask the nurse at the desk to please add my Mobile number but then a doctor said it wasn’t necessary and I’ve even explained of the needing to be explained to, as I , the patients wife am Autistic but she looked dumbfounded to the disorder. We want to go home and it’s been more than 7 and a half hours and not even a clue of a time when the consultant is going to let my husband go home. Lack of communication and disregard. Oh and the wheel chair was taken away despite me telling the nurse who took it that he needs the chair as he’s not walking well enough yet. She said, well I can’t just leave it here because I need to move it out of the way but took it god knows where.