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 SEND Information, Advice & Support Service


Bad service by local authority

I have an autistic child and very bad experience with the service. At this service there is one particular professional who isn’t doing her job. It took us seven months to get our son’s EHCP completed and this was a fast turnaround. During the seven months I had to constantly be chasing the professional only to be told they are not in the office or on annual leave and there was no one else to deal with our son’s EHC-Plan. This caused us to be extremely stressed out as we were panicking that because of the delay of getting the plan our child would miss out on his first year of education in a special school. Some of our friends children actually ended up being home schooled as they haven’t got the plans or there was a significant delay. This is really painful as all the specialist support offered at special school is crucial for the children. A full year without support and education can really set children & families back and this is all because of bad service by local authority. In addition, some parents have received the EHC-Plans with wrong child’s information. This is a data breach. I don’t know why something isn’t done about it.