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

Solihull Hospital


Helpful & supportive ophthalmology department

I am visually impaired and I find that visits to Solihull Hospital go very well because they do not change things around which means that I have been able to learn the layout of the main entrance area and ophthalmology department. I find the staff friendly and helpful and they have been very supportive recently as my symptoms worsen and my condition deteriorates. The hospital could make improvements for visually impaired patients by making the restaurant more inclusive and accessible for us. The menus are not available in larger print and there is nothing to assist visually impaired people. I have in the past asked staff for help to see what is available, but it can be very busy and I do not like to ask at those times. I find it quite strange that more consideration has not been made as the restaurant is right by the ophthalmology department.