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

Queen Elizabeth Hospital Birmingham


Badly mishandled

I waited at A&E for 15 hours in loads of pain. They weren't taking me seriously. They took bloods after 6 hours of waiting. I came in at 1am and then had to wait until 9am the following day to get a bed. I had no food and had to be given a glucose pouch. I didn't have the operation until midday. They didn't clear it properly and ended up having a second operation. I was there for 2 weeks and ended up with another infection and had to be given stronger antibiotics. They complained the ones I had to be given were too expensive. A drain got clogged and I raised it but the nurses didn't do anything. I ended up with clots that were dismissed. I was so badly mishandled.