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

Queen Elizabeth Hospital Birmingham


poor data protection

I was visiting the QEH with my wife. We stopped at costa coffee and were a bit alarmed to see a member of staff using a laptop to acess what looked like patient data in a public area! We then went back to the car park by the old qeh. We were crossing the road and witnessed another member of stafd wheeling a trolley with an open box on top of it with patient notes blowing of all over the pavement. This was very alarming to see such lax attitides and treatment of patient records! Not what you expect from a centre of excellence.