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.

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Original feedback for

Birmingham Children\'s Hospital


Always run late and is way too hot

My son is here for bloods, we came from the train station and it was a maze to get here but the signage does help. We got here a little later as they always run late and so we knew not to arrive early when you take a ticket when you arrive. The receptionist didn't show me where to wait. It wasn't helpful as it was our first time here. It is also too hot in here, I feel like I could faint. That isn't a calming atmosphere for kids.