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

Saltley Centre For Health Care


Blood samples lost; asked to retest.

I recently had blood tests done at the practice where three bottles of blood were taken. When I called to check my results, I was informed by reception that the hospital had lost all the samples and no results were available. I was told I would need to repeat the blood test. As an elderly patient with low iron, B12, and vitamin D levels, it is difficult for me to give blood frequently. This situation has caused unnecessary stress and delay in managing my health. I hope the practice reviews its processes to prevent this from happening again.