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

Midland Metropolitan University Hospital


Patients smoking outside main entrance

Directly outside the main entrance I was 'greeted' by two patients in dressing gowns smoking next to a sign stating that this was a no smoking hospital and they would be fined £50. As went I out of the Main Entrance I went to get a cup of coffee so I decide to go into Costa (Crumbles). Tables were outside and there was a large welcoming floor banner. When I tried to open the door it was locked, but there was no sign on the door stating it was going to be closed. Then a few yards from Costa there were 6 patients smoking. When I asked them to stop they told me I wasn't the law and to 'eff' off. There was no security to be seen. I emailed the Head of Security on 14th January and now it is the 5th February and I'm still waiting for a reply.