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

Ardenleigh


some good some awful

i spent 15 months at ardenleigh hospital and geniunely can't say i made much improvement there. when i first arrived, i was put straight into seclusion just because i was unsettled coming into the building. i was there through 2 lockdowns where it was difficult to see family but the staff did manage to set up video calls which was good. there were some staff who helped me and i felt i could talk to but overall i seemed to leave ardenleigh in a worse-off situation than i arrived. i've now been transferred to a different low secure where i am doing much better which makes me question the care i recieved at ardenleigh, as you would think the same care would be provided, however there is a massive difference. the staff need better training in dealing with patients with eating disorders as the comments made to me were at times awful and caused me distress. overall my time in this hospital was not a positive experience and while i do thank some staff for helping me, i would not reccomend this hospital if you have a choice.