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


It was not bad but could be a lot better.

I liked going to see the woman who did the Acupunture treatment but I do not think that the staff ie Nurses or Doctors Rheumatologist are people person and have a abrupt attitude about them. Most of the time I saw the Nurses and Doctors and Receptionist on their mobile or chatting in the middle of the corridor while there was patients waiting to be seen and I do not think that this is appropriate in a establishment such as a hospital where people attend because they are ill or have treatment to have and the staff are busy chatting about what they are going to do at the weekend and telling all their personal matters out in public in front of patients who do not need to hear this. Not appropriate or Professional.