"reading the reviews"

May we firstly apologise for the delay in responding to your very valid comments. Comments entered about our services on NHS Choices are regularly reviewed. We are extremely grateful for people taking the time to provide us with this valuable feedback. As you rightly point out, these comments give us an insight into how and why people have had a positive or negative experience. All comments on NHS Choices are reviewed centrally within the Trust and forwarded to the appropriate management in the relevant departments. This assists us in identifying any trends. Although we cannot disclose confidential information on NHS Choices, we are very grateful when people follow up their comments by contacting our PALS or Complaints departments, as this allows us to investigate any issues or concerns further. Where appropriate, we also share anonymised comments on NHS Choices with staff across the Trust to share key lessons or comments.