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

First Practice Healthcare Limited


Stressful .

Poor in communicating and engaging with my mother who has dementia and mental health problems, she is extremely anxious. They are not good at attempting to make a relationship with her and not responsive to her needs, she is very deaf and has poor dexterity and poor eyesight. I live over 50 miles away but see my mother regularly and other than perhaps one very good carer who I am relieved to see the others are friendly but unresponsive. There are massive cultural differences that the carers do nothing to deal with. Some appear very patronising and deal with her as if she was a child. She has become more anxious since we had them. There are many individuals that she has not a hope in chance in creating a relationship with and she often will not recognise them and she thinks they are strangers and enter her house without her say, she gets very frightened. The company claims to deal deal with those with dementia and mental health but there is no evidence to support this. I end up spending more time and leaving very late. I have a very long journey home and as to making my life easier it has made it harder