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


excellent service throughout

I had my gall bladder removed at sandwell on Newton 2 on 20th May. I cannot express in words my sincere thanks for the way I was cared for. Everyone does such a valuable job to make the whole process work so well. From the ladies doing the house keeping and providing drinks and food, the nurses who cared for me so professionally and promptly, the anaesthetists who were so reassuring and calming, the team in recovery and moving me back to ward and Mr Criukshank who did my operation. Recovery post op was so comfortable and I had a very good experience overall. I know you all work so hard and often don't get much thanks or praise for what you do. I really hope my message gets passed onto you all individually because every one of you should be so proud of the work you do. You are truly a credit to our health service and couldn't be replaced by anyone better. Thank you so very much.