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)


Appalling service

1) The phone number on your website is for city hospital not eye hospital 2) After being passed around I was given a direct eye hospital number of 0121-5076780, hold for nearly 40min then get cut off with a robot telling me no one is available to take my call 3) Got a number for complaining dept and then the staff is on training?! 4) See the A&E last summer, was told need to be seen by the consultant urgently/within 2 weeks- nothing happened 5) After chasing for weeks, finally get to seen after 5 weeks, was told will be followed up in six weeks-nothing happened- told to carry on using steroid until next appointment 6) only been seen after 6 month- am I supposed to be using the steroid all these time?! 7) Went to A&E in Nov- was told to be reviewed in two weeks, use steroid until being seen. Was promised it won't be as busy as the outpatient team- 6 weeks passed, nothing! am I supposed to be using the steroid all these time?! 8) Went privately, was told develop early sign of Cactus, and could be the cause of prolonged use of steroid! Need an answer! 8) Try to ring today- then experienced point 1-3! Visited A&E and outpatient department as the choice below don't allow multiple choices!