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.

Your reply

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Original feedback for

City Hospital


Should have acted sooner

During Covid a beauty spot on my inner elbow grew bigger. I spent weeks trying to book an appointment then got a call back. I sent a photo as requested. Urgent skin consultant appointment followed. Long story short after removal (5cms under the skin) I was told I had Stage 3C skin cancer that had spread to my lymph nodes. More surgery then Immunotherapy. Stopped after 3 months because of life threatening side effects. I was admitted to hospital 3 times. Serious leg infections. Loss of sight and hearing. It took 6 months to see a surgeon. 2 years ago I had a fall. Went to A&E. After xrays i was told there was no fracture so take painkillers. After weeks of agony sent for a scan. 5 weeks wait for results to find I have a complete tear of my rotator cuff and a partial tear. I can't raise my arm higher than my waist and don't get much sleep because of the pain. 3 months later I was seen by an Orthopaedic surgeon and had 2 lots of steroid injections. Because of my age (73) he told me I should leave it alone. I paid for several sessions with a physiotherapist who told me it was urgent I go back to my GP. I was seen by a different consultant because it's almost 2 years since the fall, an operation is of no help; tendons and muscle will not support repairs. I've now been waiting 3 months to be referred to the pain management clinic. At the same time I'm still having appointments for skin cancer side effects and scans. 2 occasions now that would have had better outcomes if the X-Ray Dept and Orthopaedic surgeon had acted sooner.