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

Royal Orthopaedic Hospital


Upsettingly dire

Referred to surgeon as ‘urgent’ in Feb 2022, received an appointment letter in April to say that i was on the consultant waiting list. Called in June to discuss why no appointment date given, was told by the secretary that I wasn't on any waiting list. I spoke with the referring consultant who assured me that I was on a list and was surprised that I hadn’t heard anything. I had to have another very painful and invasive procedure done in the interim to try and alleviate my pain. Yet another phone call made to check on progress. Told again I wasn't on any list, until i mentioned my other consultant. I was suddenly ‘found’ but still no appointment given despite being even more ‘urgent’. Eventually, after speaking with the very rude appointment clerk who told me that i would lucky to see anyone before September. I called the secretary again and was given an appointment for the very end August (this was still in June). This was then cancelled and rescheduled for mid October. I then called PALS. Surprisingly an appointment was miraculously found for the following week mid August 2022. I then received a txt msg, email and a phone call, the day before the appointment to say it had been cancelled again. Eventually after much upset, i saw the consultant. Lets just say that the consultation went extremely badly. Im now not seeing anyone for anything whatsoever. Ive never felt so abandoned in my life. I will be taking this further i can promise them this. Appalling treatment by what i thought, was the best in the business.