Right to Respond

As part of our commitment to providing an honest and transparent view of health and social care services, Healthwatch Birmingham & Solihull 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.

Your reply

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Original feedback for

Birmingham and Midland Eye Centre (BMEC)


Called in for 10.30 scan. Still there at 8pm

The wait time on Tuesday 21/10/25 was horrendous. I thought my father was only in for an ultrasound scan on his eye at 10.30. Although we had the scan at 11.00, we were kept waiting until late evening and didn’t leave until after 8pm. If they had told me beforehand that we would be sent to A&E to wait then I would have turned down the scan appointment and booked privately. The health care is top notch, but is it worth waiting for over 10 hours? For me, no. Food is decent though. Coffee not.