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

Beech Hill Grange


New manager is very loud and rude

It’s just gone downhill so much since the last register manager left the new one is so loud all she does is go round shouting even if it’s not at the staff she just shouted at, she doesn’t handle things in the correct way. All the old staff are leaving that have been there for a long time and been loyal to beech hill and just random staff are being employed they don’t know the resident or the home. One of the carers told me she was brought to bring the standard of the home up but if this is the case the standard of the Home is only going to drop, which I can already see in the last six months.