Right to Respond

As part of our commitment to providing an honest and transparent view of health and social care services, Healthwatch Birmingham & Solihull 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


Awful experience

Attended A&E as per GP instructions. Arrived it was very busy, receptionist was rude huffing and puffing and said it’s an extremely long wait I mentioned GP sending us she said but you’ve got no letter (I had text message). We were called to assessment by a nurse who kept talking over me when I was telling her what was wrong. I’ve never seen oxygen levels temp and blood pressure done so quickly before I think we were in and out within 30 seconds and not in a good way either. She then proceeded to tell me she was sending us to urgent treatment centre. I’m not sure why as my child had not been examined and we had been asked to attend by GP but I did as I was told after getting lost twice. A kind nurse showed us the way once we got there they informed me the wait for a GP was 4 hours……hang on…..a GP? Why had A&E sent us to see a GP when it was our own GP who had sent us up there. The nurse and A&E department got rid of us to get another patient off their list, there was no care for my child whatsoever and she clearly did not listen when I told her the GP sent us. Since when does a children’s A&E have a nurse making clinical decisions about young children? Absolutely shocking treatment and actually incorrect and not in my child's best interest. I left and I attended the children's hospital with my child who were absolutely brilliant and actually helped my child. Shame on you Heartlands children’s A&E