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.

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Original feedback for

Good Hope Hospital


Bad service, delay, lack of care

Brought my daughter, a minor under SEDS (eating disorders team within FTB) intensive intervention program, experiencing chest pain, dizziness, affected vision, headache. We had been advised to go to A&E by her Core Worker in the SEDS team. Summary of the visit: it took 12 hours to get an ecg, blood pressure check and blood tests done and reviewed, one set of which was ordered after the results of the standard blood results came back, to request electrolytes check which should have been clear would be needed at the outset given her eating disorder and recent refeeding regime. It took around 6 hours before they took any bloods and 7 hours before they did an ecg - for an extremely underweight girl with chest pains. This is appalling. The length of visit also meant that she entirely missed her evening meal and evening snack as she cannot/will not eat in a public place - while on a regime that absolutely requires 3 meals 3 snacks every day, consequently undermining the work that we and the SEDS team are doing to restore weight. Both the ECG and (presumably) bloods could have been done as part of triage which would have saved at least 7 hours of our visit. There is now a real danger that if our daughter suffers symptoms again she will not report it to us, and something serious could be missed.