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

City Hospital


outstanding specialist eye centre

I attended the centre for the first time with my 6 year old as the eye infection he had for over a week was not improving. The triage nurse was excellent: she listened, smiled, polite, and treated us with respect. After our consultation with the doctor, I approached her and expressed my gratitude and told her that the nursing profession should be proud of nurses like her as she represented the true face of nursing - public service workers in her position need to understand that all we want from healthcare workers is to be listened to and treated by the right people with right skills and knowledge. The doctor was also very good and spoke to my son as he deserved to be -with respect and dignity, she was patient and pitched her conversation to his level.