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

City Hospital


Poor communication from nurses and Drs

Further to a recent admission for shingles in May for my mother she was given too many painkillers which led to her becoming unresponsive, she then developed pneumonia and the severe magnesium deficiency. Over the queens jubilee she then had diahorrea for 7 days and there was very limited drs to help. Nurses on ward were rude, unsympathetic and shielded behind old Covid visiting rules to prevent us from seeing her . They were more concerned with enforcing the visiting policy at the time than listening to myself and family as carers for mom. Mom had language difficulties also but they weren't concerned by this. We requested call backs from the Dr in charge and this did not happen , the only way we got to speak to him was by visiting the wards everyday at his ward round times. Overall our experiment was absolutely appalling and we are putting in a formal complaint.