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

Queen Elizabeth Hospital Birmingham


Inexperienced staff & unclean hospital

My recent experience of the Queen Elizabeth Hospital was terrible. I spent time in A&E and SDEC before being admitted. The staff were inexperienced and there was a lack of communication from them. I was there for 5 days waiting for an endoscopy. After 5 days I was discharged to attend an outpatients appointment for an endoscopy in Chelmsley Wood. The whole process was a completely nightmare, I live 5 minutes from the QE and spent 5 days waiting for a procedure at a hospital to be discharged and sent to an outpatient appointment at a community clinic miles away. The QE was unclean and the toilets in areas were filthy I could not use them in SDEC they were so bad. I feel very let down by the QE.