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

West Heath Hospital


Good staff, great hospital

After my stroke, I had a lot of support. The Physiotherapy team was here with me everyday. I haven't walked since my stroke and they've done a good job at getting me back on my feet. I've moved from one bay to another and it's a good bay, it's not loud at night and there's lots of nice conversations being had. Staff are good, they go above and beyond and they also have good conversations with me which helps with my mental health. One of the staff members took me under her wing. Some of the agency staff are not good, they can sit there with headphones in, they shouldn't have agency staff on wards or bays with difficult patients. As a patient I have a routine and consistency is important. The food is bang on. Occupational health do quizzes and speech related word searches with me. The doctors speak with my family and they are my voice. They involve me and my family in my care and we're treated as equals. they explain things to me in layman's terms and use language that I understand. Staff will take me outside and give me options, they will talk me through what we can do on the weekend when my family come. hospital and the bays are clean. I have met the matron since she's been here too. Occupational health have put a plan in place and I know what plans have been put in place.