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 City Council Adult Social Care


Absolutely awful.

Mother in law in care home who contacted social care about need for CHCA. Locum SW turned up unannounced and said she agreed but didn’t think it was up to her to make a referral. Explained nothing to family about what is involved in CHCA or its implications. They have no idea what will happen next. Meantime the home is saying it cannot provide for the rapidly deteriorating needs of my mother in law. Come on BCC - this is the stuff of nightmares that you have assured all would never happen again in B’ham. People suffering through a combination of neglect and poor communication. Be clear and act in a timely fashion with workers that know what they are doing. Help my mother in law!