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


I had surgery which was not at all successful

I assumed my surgery would be successful as the Surgeon had told me would and it was not and when I told him that my fibroids has got larger he said it definitely is not your fibroids then said I will have to go back to my Doctor. I have since found out that I was right it is my fibroids it has got bigger than ever and I have to have another operation in 2 weeks but at a different hospital. My daughter said that the Nurse who was looking after me was very rude and she did not want to leave the Nurse in my care because of her bad attitude towards her. While I was in hospital I had my food taken away from me before I could even eat my food and I was not asked if I want my dinner. My friend at to ask the Nurse at the main desk if I can at least have some toast because I have not had anything to eat and I kept vomiting all the time and had a severe headache with the amount of drugs that I had been given during my surgery when I asked the Nurse not to give me much but she did not listen and I was really out of it my daughter and friend said I looked really terrible and was rambling alot where they could not understand what I had been saying with all the drugs that had been in my body which I am not happy about.