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

Birmingham and Midland Eye Centre (BMEC)


Excellent, friendly and professional care

I attended BMEC for a vitrectomy, EMR peel and cataract removal. From the outset, every member of staff, from HCA to Consultant was friendly and efficient. The clinic was extremely busy and there was, perhaps inevitably, a certain degree of chaos - notes missing, forms not completed and passed on etc, but the clinical care was, as on previous occasions, second to none. In the end, after reviewing my scans and re-examining me, my Consultant decided to revise the procedure due to the risks involved. He gave a very clear explanation, and although I was initially a little bemused, I respect the fact that he was honest and open and clearly had my best interests at heart. All in all, it was a very positive experience and I am grateful to all the staff involved in my care.