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

Good Hope Hospital


Husband in hospital in very bad pain

Husband in hospital in very bad pain and was not given pain relief. My husband was a patient for 4 days. He had cancer of the spine (and in other organs). He had a bell next to his bed that he was told to ring if he was in pain and needed staff. On one occasion he had been pressing the bell and asking for help five times and no-one came. A relative visited him and found him crying in pain. She asked the ward sister if she would go and look at him – she was told that the ward sister did not have time. She approached another nurse who was with the drugs station, she told my daughter that she could not leave the drugs to go and attend to him.