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

Heartlands Hospital


Trauma team and those on ward 5 absolutely fantastic

I was admitted under a trauma call on 15th December 2013. The firecrew and paramedics on the scene were superb and got me through to resuss very quickly. I was cared for by a specialist trauma nurse who's knowledge and handling of the situation was second to none. I got transferred to ward 5 and underwent two successful operations which were carried out incredibly well. The care on the ward, was absolutely second to none. The nursing staff and health care assistants were on hand day and night, and absolutely lovely and friendly. I stayed for a week, and feel indebted to everyone on the ward for all their hard work. The physio team were also very attentive and great to me. A special thank you to the consultant and all the staff that cared for me.