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

* Required fields

Original feedback for

City Hospital


Maternity ward 2 absolutely filthy

I have to start by praising every member of staff I encountered. My care was excellent on serenity, m2 and in the neonatal, however the cleanliness of the ward is terrible. I have not seen a cleaner. The toilet has blood all around it as does the shower. I saw silver fish bugs in there too. My baby was either born with or has picked up an infection here and I can only feel it is the latter. The room I gave birth in on serenity was over 30degrees hot and as a result we had to open the windows and prop the door open. The peadetrician even said that is not usually permitted due to the risk of spreading infection but there was no choice it was too hot. Again I want to stress that the medical team are brilliant and I can't speak highly enough of the care I am receiving. But I do feel the need to mop the floors myself before using the toilets which isn't right. There is also litter in lifts and hallways.