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

12345

A&E for over 14 hrs; horrible rude staff

Partner was in for a suspected blood clot and meniscus tear after being referred by both GP and Sandwell UTC. Were in there for over 14 hrs, the nurses and reception staff were extremely rude and unprofessional. One of the nurses actually barged into my partners leg (the one they knew was injured already) while she was sat on the floor where they’d left her. This was coincidentally about 30 seconds after we had complained about the treatment of the nurses. She then had the audacity to huff at us as if it were our fault without an apology. When we tried to tell another member of staff about this, we were told that because we couldn’t name the nurse who did this by name that they couldn’t do anything and we shouldn’t wait where we’re in the way. Even though we were waiting where she’d previously told us to wait. Aside from this, all the nurses and staff were very rude, disrespectful and quite entitled and arrogant during the whole ordeal. It’s disgusting that these people are paid through peoples taxes yet they treat and speak taxpayers like they’re subhuman. Travesty of a hospital, every A&E nurse and receptionist working on 21/02/25-22/02/25 should be ashamed of themselves.