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

Birmingham and Solihull Mental Health Foundation Trust - Trust HQ


Disgraceful

Disgraceful after finding out because i missed an appointment last year they had removed me from there books when my mental health is classed severe! I even phoned same afternoon about half hour after missing appointment explaining why i missed that appointment! I was told not to worry at the time that i would be given another appointment which didn't happen!! I found out i had removed from there books when i phoned to ask why i haven't had another appointment. my appointment i had last month has also been changed to later this year in June! which means not had anyone to see me since last year in July! I'm now feeling i have been failed yet again by the mental health services!! had enough off being let down where i lived before moving to Birmingham last year in June! seems people with any form of mental health issues are forgotten about!!