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

Hurstway Care Home


Wish we would have found you sooner!

We recently had to make the sad decision to put my nan into a nursing home due to her declining dementia. We as a family went and looked at many different nursing homes. This was the best nursing home we fount. The staff and manager was sooo friendly towards us and residents. My nan often refuses care and the staff do everything they can to help persuade her. They are always engaging with us with how best to help her the most. They care like the residents are family. The atmosphere is welcoming and calm. The residents are always dressed appropriately and clothes are clean. I have had dealings with quite a few homes and I wish I would have fount this home sooner. I couldn't thank all the staff enough. They have made the hard decision easy and stress free.