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, very caring staff

After our consultations at Birmingham Children's Hospital we were quite disappointed my sons (17 months) operations were going to take place at the Treatment centre, we arrived and the ward was closed, we sat in a lovely clean area but were disappointed that there were no toys available for my son. A nurse spotted us and took us through early (25 minutes) to the ward, which was clean and inviting and very child friendly, the play area, although small was lovely with plenty of toys to chose from. The staff were all amazing, especially Molly, the student nurse who looked after us, they couldn't do enough for us. The consultant came to speak to us and talk us through the operation, we didn't feel rushed and everything was explained in detail, we then met the anaesthetic team who again were lovely and talked us through everything. When it came to the operation I was able to be with my son until he was asleep, one of the team put Peppa pig on his phone for my son to watch while they used the mask. I was then able to kiss my son and was taken out of the room (with tissues!!) we were called back as soon as the operation had finished and the consultant came and told us how it had gone, I was then taken straight to recovery to be with him. Every member of the team came to see how he was doing after, they really cared. On discharge we were given all the medication and information needed with phone numbers if we had any queries. This was our first experience of having a child in hospital having surgery and honestly the staff made us all feel so at ease. Thank you.