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


Excellent and first class service.

First class, excellent. Couldn't praise them enough. From the first time I was referred, the speed of diagnosis, surgery was all good. When I was admitted the ward was closed due to covid. I had a private room even though I was an NHS patient which is great. I found it brilliant. Instead of waiting for letters they phoned means told me to come in the next day. They gave me an option of 3 hospitals as the surgery wasn't available in Wales they have always phoned me direct throughout the whole process.