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

* Required fields

Original feedback for

Heartlands Hospital


Experience hasn't been acceptable

Hospital is the worse hospital in Birmingham. The staff are absolutely rude they think they can speak to you disrespectfully. You are waiting to be seen for hours, their service is terrible! Their wards and bay are disgusting, their hygiene is poor. The food comes cold and stinks, they warm the food up, doesn't come fresh. I feel like you get neglected and not treated fair. They tell you there's nothing wrong with you and you nearly dying the next morning. When patients are held overnight they make family members sleep on the floor. THEY LEAVE YOU UNTIL YOU NEED EMERGENCY TREATMENT!