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


Lost in the system, new referral made

They've been organised on this occasion. They lost me in the system for three years, so I had to go back to my GP for another referral and the hospital literally called me back within the hour and the apologised. It took a long while to be referred for an appointment. I saw my consultant who had to make a referral for an ultrasound which took a long time but my consultant is brilliant. I came for an appointment by taxi which cost's an arm and a leg and when I got here, they said I couldn't have the treatment because of being on antibiotics and that I had to reschedule, and they done that for today. I'm hoping my appointment will arrive in 3 months. 2 consultants here are brilliant and are on the phone if I need them.