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

Birmingham and Midland Eye Centre (BMEC)


Unhappy with long waiting times

I was sent to the hospital by my GP as was suffering with severe pressure in my eye along with headache. I arrived at the hospital and was not seen by a doctor until 7.30 pm and a blood test was done but no pain relief given. At 9.00 pm was taken up to a waiting room on a ward as department closed to public. Was told at 10.30 pm that my bloods were back and I was next patient to be seen. This did not happen as a number of patients were called before me and I had been there for 5 hours longer than them. Finally seen doctor at 12.10 pm and discharged. I was given my first drink at 9.30 pm and during the 10 and a half hours waiting around was not offered anything to eat. If the hospital had kept me informed on what was going on the experience could have been a little better. Waiting times are not acceptable and it was very frustrating for everyone.