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

Good Hope Hospital


Lost my blood samples 4 times,

Taken with chest pain after 50 min ambulance wait. Was given pain medication. Suspected blood clot or gallstones. Was left for couple of hours at a time with no one checking on me. They had to draw blood 4 times due to losing my samples. Also found out upon arrival they wanted a urine sample was not asked until an hour before I was released. I was not given any food or water at all during my stay. Informed they multiple times I was on medication, I asked for food and water and was not given any. I was released with promise I would return the next day for more tests. I was medicated during my stay and was released alone with no supervision and an inclusive diagnosis. I was not in a ward in a corridor and moved further down repeatedly. Arriving the next day. I was informed my blood sample had been misplaced again and I was bleed again from the same spot as was done the previous day. So a total of 5 bleeds due to lost samples. Currently sat waiting for results. Advised not to eat prior to coming. Have now sat without food or water for hours.