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


Awful Hospital

This hospital many years ago was amazing. I bought my Mom for her appointment and the staff were so rude, there is no care and compassion, you are a number and it's very much and 'in and out ' attitude now. My Mom needs surgery on her knee, the consultant said from when she was last seen (20 months ago & was meant to be reviewed within 6 months) her knee has deteriorated so badly the only option is surgery. When asked how long, he said you will be lucky if you seen in the next 18 months!!! They leave patient to suffer, don't follow them up in the timeframe they say they will in there letters, then with a very disgusting smirk on his face says at least 18 months, but offers private??? This hospital as I said has lost its way. While we was in the waiting room too, 2 doctors were talking about another patient, we knew her name and hospital number and what was wrong with her, that is just disgusting, you really need to sort yourselves out