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

Arden Lodge Residential Care Home for Elder Adults


I have confidence in the team at Arden Lodge

I have confidence in the team caring for my Mum at Arden Lodge and think we were really lucky that they had a room available when her needs arose. The staff treat Mum with kindness, respect and as an individual, having taken time to get to know some of her personality traits. A range of appropriate activities are frequently arranged and having been there to see my mum heartily joining in with a visiting singer, was a joy. If Mum has an ailment , however minor, I am always advised without delay and am kept informed of any action taken e.g. doctor, meds etc. Whilst it took time for me to adjust, I now feel as though I visit Mum at 'home' not just 'a home', as the staff always make me feel welcome. My brother and I were recently able to accompany Mum on a day trip to the seaside with other residents and some of their loved ones. It was well organised and daily caring essentials like medication and catering were provided without fuss - and we can all see the photos of a lovely day out. I believe that Arden Lodge works so well and is a happy place because the staff work well as a team. If I was ever to have any misgivings about anything I know that I could discuss these with the managers as I have asked a lot of questions since Mum arrived and have always received open and full responses. One hears such awful stories about residential homes but I have no worries about my mum being at Arden Lodge.