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


It is excellent

It is excellent, best place I’ve been. Had many problems before I came to Arden Lodge. Since my arrival most of these have disappeared. I am feeling much better and I also had an eating problem before I came here. Since being here I am eating much better and have put on weight, before coming in I lost over a stone. All the staff are exceptional and nothing is too much trouble for them. I have had nothing but the best since I have come to Arden Lodge. I am able to do things that I could not do before. Food is the best I have tasted for a long time so please give my thanks to the kitchen staff. Activities are very good and finally I would like to thank everyone for all the effort that they have made for me to get me where I am.