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

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Original feedback for

NHS 111


No one called back

Called at 2am. They answered and said that someone would call me back for my 3 year old daughter who has a ear infection but no one called back. Luckily my husband who is a pharmacist and can prescribe was able to get the antibiotics she needed the next day. But even after explaining all the symptoms to NHS 111 and that my daughter had a lump on the back of her ear which would cause a serious infection that could lead to sepsis. Had we not know what to look out for she could have got really poorly without us treating her. I was actually really appalled at the service.