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 Urgent Care Centre - Malling Health


Service provision/communication

Triaged and sent to Minors(Malling Health to be reviewed) 19:50pm arrival time approximately waited patiently to be seen as my son had a suspected fracture, 21:22pm advised by a nurse that oh you will not be seen as we close at 10:00pm you need to go back to the main A&E. I do not understand what the point is of taking patients from main A&E to place on Mallings list to bump up numbers so that you Audit's can then show how many patients attended. I am aware how the process works, QOF, KPIs and targets can only be met if the service is meeting these targets but if you are unable to meet the criteria then don't get patients diverted so that you can look good on paper but in practical form you look useless. Why are your staff unable to assess prior by visibly looking on a screen and potentially avoiding 3 hour waits. I have rated you one star but i can honestly say that none of your team, reception, doctors, nursing staff deserve a star. 0 is the rating that i would give you.