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 Treatment Centre


Appointment Cancelled without notice

My husband dislocated his elbow in the new year. We received excellent service at City hospital A&E, but everything after had been shambles. His follow up appointment with the elbow specialist was on 08th Feb 2024. We arrived at the fracture clinic and he was not on the system. There is a not a reception desk so we had to phone the appointments line. We were informed it had been cancelled and not rebooked! We received no notice of this cancellation via email, text or post. We complained to the appointments line and secured an appointment next week. But we are skeptical that appointment will even go ahead… It’s appalling that we were not informed that the appointment was cancelled & was not given a reason for the cancellation.