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

Birmingham and Solihull Mental Health Foundation Trust - Trust HQ


Needs shutting down, they do not help people

They very clearly do not care to actually work with the people needing help, no flexibility or accountability, when I asked why a complex mental health service has no accommodations for people with complex mental health I was told "maybe you aren't ready for help from us" and to go private as if that's even a viable option. Every call I've had has ended in tears due to their attitudes and their seeming commitment to ignorance and misunderstanding you, places like this make me understand why people don't try to get help anymore, just years on a waiting list to finally get an appointment and be treated like you're wasting their time. Horrible place, horrible staff, crazy they even work with vulnerable people in need considering the way they treat people, I wouldn't be surprised if they caused more harm than they've stopped honestly. Furthermore, just as I thought they couldn't get any worse, they absolutely did. Not even halfway through my sessions and the doctor has up and vanished? I've now been left high and dry for the last 6+ weeks with absolutely no support, no one has so much as reached out to check in after abruptly stopping my sessions and no explanation! They just cancelled my appointment last minute with no notification until I'd already arrived for my app, 6+ weeks ago and I haven't heard from them since. For a mental health service, they really couldn't give less of a s**t about people's mental health. At this point I will be putting in a formal complaint as this is just beyond horrific, place needs shutting down.