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.

Your reply

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Original feedback for

Briarscroft


Poor

The home is decorated well but there are a lot of very poor and serious issues with it. They are understaffed and the standard of care seems to be quite low. Some of the staff of very caring but only a handful of them. My relative at times has not been washed and have had to come and do it myself. The food is disgusting, sloppy and poor in variety. The home is unsanitary, on making a cup of tea for my relative I noticed that the cutlery tray was filthy and this has been like that on more than one occasion. The floor my relative on smells absolutely disgusting near the toilets and kitchen units and have to breath shallow when near them to avoid smelling them.