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)


Visited on 17th May 2014

I arrived in A&E and was seen very promptly. I was ushered through and seen by a very friendly triage nurse and then quickly seen by a doctor who was extremely patient. It turned out that i had a torn retina and i could not have asked for a better team. The doctor called for a second opinion and then reassured me and explained how the laser surgery that i would receive would be carried out. The only downside is that after the procedure i was not told what to do. feeling extremely fragile and sorry for myself i was not told that i would have blurred vision for the next few days and if this was normal or not. In fact i am still not sure if what i am experiencing should be expected. Overall, the treatment was a positive experience and would recommend it to my friends and family if ever they needed it.