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


Visit to A&E for child’s broken finger

I attended A&E here after being told i would wait at least 5 hours to be seen at Birmingham Children’s Hospital. The hospital triaged very quickly and had an excellent pathway for X-ray before I had to see the doctor; saving both him and me time. Within an hour I had been triaged, had X-rays, saw a junior doctor and his consultant, had her finger strapped and been given an appointment that same week for fracture clinic. Everyone we saw including receptionists were exceptionally polite and helpful. What a difference from the children’s. I was so impressed and grateful. Will use this service from now on.