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

Heartlands Hospital


3 Hospitals in 4 Weeks

My husband has been in Good Hope, Heartlands & QE over the last 4 weeks, in fact he’s back to Heartlands as I write. Most of the nurses, doctors & auxiliaries are caring, hardworking and dedicated. However, I can see after visiting all day, every day, that it is actually the patients who are the problem with the NHS. Most of them are rude, arrogant and think they’re entitled to everything on a plate. They must have been dragged up to believe they can talk to people who are caring for them in such a way and don’t realise how lucky they are to have the service in the first place. I could write a book on what I have seen and I feel so depressed having witnessed it.