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

Royal Orthopaedic Hospital


Awful Spinal Services

The spinal department at this hospital is not fit for purpose. My GP has sent a referral followed by several expedition letters and still waiting over 4 months later, I've had a scan (that my GP had to arrange) that shows 'growths' now on my spine and my GP has wrote about the concerns to the hospital and been informed 'I'm on a waiting list' and will get an appointment when one becomes available. With my symptoms getting worse and now these growths on my spine it is very concerning, yet the hospital don't seem to care. The booking office are, it's not my problem we book when availability, the medical secretary who I called from the booking office giving me her number basically said its not her job! And not too call again, if the consultant doesn't 'agree' with a GP they won't bring an appointment forward? But he hasn't even seen the images?? So how would he know and also why do i have growths now on my spine that were not there before? And as for the PALS department, NEVER answer the phone, you leave a message and NEVER get a call back. This hospital really does need looking, especially the spinal services, booking department who basically are not fit for purpose and a PALS team that don't respond as I don't know, don't like hearing what patients truly have to say about them? Would give 0 stars if it allowed me too.