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

NHS 111


Did not have a lot of options

Rang NHS111 for back pain. Was in bed , every time I got out of bed was painful to move. Rang 111 Initially they made an assessment. Doctor called and they referred me to badger clinic. They told me to come over but couldn’t move. They called paramedics and they made decision that they were not going to come but they did not tell me. 111 called me again and they said my only option was to go to the clinic. As a single mom during lockdown. Healthcare did not have a lot of options for me to be able to access care when I really needed it. They said that I should take my children to hospital with me when I was ill or leave them with a neighbour I don’t know. If I was to leave them, they would have to notify social services. They advised this retrospectively.