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 and rude member of staff

My experience of Good Hope hospital was not good. I attended with my mom who was not well, we were in an assessment unit and a nurse asked my mom how old I was. She told them I was 15 and I corrected her straight away and explained that I was actually 16 and that my mum was not good at remembering our ages. The nurse was very rude and told me that I could not be there. I again explained and offered to show them my ID. They walked off abruptly. The nurse was then talking very loudly to other members of staff about me and our interaction. I found them really rude and unprofessional. We waited a long time to be seen in the department and overall it was not a nice experience for me or my mom.