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.

Your reply

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Original feedback for

Ivybank Care Home


Resident not spoken to appropriately

I went to Ivybank today to make enquiries regarding my mother. A resident elderly woman was singing in the lounge. A member of staff in the lounge told her to shut up!! She wasnt singing loudley, this carer again told her to shut up or she would take her back to her room. This person was not aware i overheard this. I spoke to the receptionist told her how disgusted i was and is this is how your staff speak to an elderly woman??? I had come to enquire about a place for my mother, needless to say i would never leave my mother in such a terrible place.