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


Dreadful worst ever care

My dad was placed in the home in November 2019, what a mistake we made choosing this place, he rapidly declined due to obvious the lack of care, knowledge, professionalism even ignorance as carers could not be bothered to ask about him or his needs, also the verbally abusive staff that caused my dad severe upset yet the manager was going to keep him on until I raised the issue with their head office. The Manager would hang up on you if she did not like what you wanted to discuss, her behaviour was not professional, on the contrary very vindictive towards my mother. His room was dirty, dusty and hardly cleaned to the point my mom had to clean sometimes herself, sometimes his bags were reused and other residents medicine cream in his room. Basic care needs not adhered which we feel contributed to his death in the end. We had managed to get my dad home however, he lasted one week only as we did not save him from this place in time due to COVID, which is our deepest regret but we shouldn't have to worry about him not being cared about. My dad came home with an open bed sore that we were NOT told about by staff when we collected him, in addition to this even on the day that we collected him, the manager was rude and ignorant. I am disgusted how they can call themselves 'Care' or even 'Nursing' home.