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

Heartlands Hospital


Not prepared for disabled patients

My husband was referred to Xray for a bone scan. I spoke to someone and explained he couldn't transfer seats for himself and would need assistance and be lifted. I was told she had put it on the system so should be ok and to attend unless my husband heard otherwise. When he arrived, the message had not been read and he was told it was a no lift hospital and so was turned away, stating he would be sent an appointment for Solihull Hospital. This was a waste of time and money for all involved. How can any member of staff not realise there is a no lift policy in place. Why is there such a policy when certain patients will always require lifting as they are unable to do so for themselves. Equipment such as hoists should be available for such patients, especially for planned appointments.