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

Beverley House


Long winded and defective routine.

We were deprived fresh air breaks even in the courtyard as staff were always too busy. I was manipulated and deceived as they bribed me to do what they wanted by saying I could go for a cigarette break (I.e. clean your room, do your washing, you can't leave the building until you've brushed your hair), basically it was petty things that could have waited. They used to do fire alarm tests at 7am for no reason what so ever! We couldn't sit in the lounge after 10pm! And we all got made to stand or sit in an over crowded corridor to wait to take our medications and there was no ventilation and nowhere to sit other than the floor and sometimes we could be waiting up to an hour for our meds, and I couldn't have a cigarette until I had my medications and having to wait in the heated crowd makes you more agitated. The staff was average some better than others. It was not a good place to gather your mind back together or to learn new coping skills and was far from therapeutic!