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

Good Hope Hospital


Unprofessional behaviour of midwife

My wife has already had three different midwives during her pregnancy, which has caused disruption in her care. The latest midwife, attempted to reschedule an appointment only 30 minutes before the arranged time, saying she was at the hospital for her own reasons. My wife had already travelled to the clinic and decided to attend anyway. When she arrived, this midwife was in fact at work, which means she had misled us. During that meeting the midwife appeared unhappy to see us and, importantly, she did not record the blood pressure reading or other clinical data in my wife’s maternity notes. I find this behaviour highly unprofessional and unacceptable. We have lost confidence in this midwife and believe this is not the standard of care expected from NHS maternity services. We kindly ask for this to be investigated and for a different midwife to be assigned to my wife’s care.