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 Healthy Minds East and North


Poor ongoing care after crisis.Some Diamonds.

Took a long time to get support. Only got if after complaining to authority. Then it was at times excellent at times very poor. Due to communication. My son stayed on waiting list for a bed for two months. I became I'll due to this. Mental health staff have no problem lying to px and relatives. A lie by one nurse caused me to lose the trust I had in the service. So I investigated the waiting list claim. Only to find it's another lie..one that frequent users are aware of. Having interacted for over a decade with various authorities about my schizophrenic son. I knew he should have a date plan. There was none. Even found his med dosage was not updated? So after taking him back as discharged rom crisis without meds or family notified. I got help from one nurse. A month later he was given an appt. He was 15 mins late for appt with community consultant. Mentally I'll people aren't too good at timing. He was rude, apoarengly he works half day Friday? He asked why my son needed a mental health nurse and golf me the care plan is I'm sending an rx to your gp. He did not. We chased. Gp chased. Finally got eight help from amazing reception staff at Northcroft. However, it's meant that he is inconsistent on meds again. Has moved house three times in as many months and lost his pip claim. I have got him meds for a month. But now. Covid 19 means he is isolated. Poor. And we can no longer get to him if he becomes I'll. He will. His meds will run out. The thing is there are some amazing staff at Northcroft and on the crisis and community teams. They seem to be carrying others who are making the whole team look poor. Mental health is I know the poor relation when it comes to NHS funding. But please reassess your staff. Improve how you update documentation and communicate. Prevention of crisis saves you time and money. So why allow a sick person seeking help. Or just meds to get so ill, they then deny they are ill at all. You end up with expensive demands in resources and extra px ..family members. And the consultant who works at Northcroft. I only work half day on Friday. What you expect? This is NHS. You clearly need to leave and be replaced by someone sho cares. Three consultants on Crisis all amazing. So thankful for you and I'm sorry my Son was not always under your care. Summary. You do an amazing job amidst limited resources. I wish you all well. No doubt we will meet again quite soon.