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

Bham Central Home Treatment Team


Towards the end... Disrespectful

I phoned up a about my medication. As obviously it's Christmas someone wanted to come out on Christmas day which is obviously a bit stupid as I had my child to see. Someone said they would be coming out on Tuesday 26th December. I didn't get a call back or nothing despite them claiming I never apparently answered well how could I answer a call that was never made to me. Doesn't make no sense. I have been left without a week without any support or medication when they clearly know I cannot be off them not one day. I tried to explain this over the phone. The advisor come on the phone so rude and disrespectful. I'm so disappointed. All I asked for was ongoing support with a situation that led me into hospital. They really don't care or give a damn about their patients at all. They lie and say they call when they don't. They just come out when they feel like it expecting you just to bow down to when they feel like they are up to seeing you. Complete waste of governments money. I have never had this type of experience with them before. I'm so shocked. The woman is lucky I was on the other end of the phone not only she had a no care attitude to me but when my mother tried to explain the circumstances the advisor was like ugh and what is it exactly you want me to do. If she hasn't got her meds and has been off it it really ain't my problem. How can an advisor really come across in such a way when we was both only trying to find out the next time someone was meant to come out to me. She was so sarcastic. I'm not leaving it at all. She does not get to treat people like S***. People like that clearly have never been through any experiences otherwise she would of had a bit of empathy.