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


My elderly mother was taken in via Paramedics

The staff & medical care was good however the design of it was a headache. Also not suitable for disabled as my Mother is. No disabled wheelchairs, no suitable chair in discharge lounge. Also no 24hr discharge dept, it closes at 7pm. Transport home arrangements dismal & unreliable. Also the single ensuite room seem fine till you are stuck in one for 3/4 days with no radio, or tv access. Really not suitable for everyone; especially elderly as the company on an open ward preferable. I think not a lot of thought has gone into the detail. Lacking equipment for elderly with limited mobility, they didn't even have a Gutter Zimmer Frame for my Mother to use for an assessment. Take everything with you if you end up there. The medical care & all staff very good, let down by the building & lack of common sense i.e. equipment & discharge transport.