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

Ann Marie Howes Centre - Platt Brook Way


Not Enough Experienced Staff

Learned that there are not enough staff to care for all residents. Thus, personal care is compromised daily. Also, notice posted to ask for towels, toiletries, day and night clothes to be brought in for loved ones, black bin bags given to take clothing for washing by family, as supplies are scanty or not available. Bed sores develop within Ann Marie Howes, as loved one is not being turned according to medical regulations as there are not enough staff to monitor all patients, especially for those who arrived medically fit. Fact, having a Lasting Power Of Attorney on file, is frequently dismissed by social workers, who do not know the patients. Lasting Power Of Attorney is in place to prevent in house social workers from making plans on their own to override the expressed wishes of patients where they would like to go after short stay, especially when there are family members willing and able to take over where Ann Marie Howes visit ended. Knowing the mental health care act 2005, is still active. Social workers, OT need to understand inclusivity is a right of the patient to be heard. For speaking for patient, "best interest" Line is for the patients not for the social workers to make one sided decisions to send patients to care homes according to how much monies the patient has, by questioning and ignoring the patient's wishes to return to a fully adapted home with all care needs in place.