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


Awful

My partner attended A&E for TIA symptoms, was sat in A&E from 17:30 until gone midnight to be told we were waiting for a bed and couldn't go home due to monitoring. Was moved to a different area and had to spend all night on day chairs. Was discharged next morning despite being told we had to stay for an MRI. Was called back in the next day for the MRI and was then discharged again to be rang later that day saying he had to go back in urgently overnight. Spent the entire night curled up on 2 chairs due to the lack of beds. They forgot his medication so he had to chase them for it. Staff are rude and unwilling to provide any meaningful updates. 5 days post TIA and my partner is still sat in a waiting room for the stroke team. Appalling hospital!!