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

Longbridge Health and Community Centre (CMHT)


Service was very dismissive and rude

My wife has had to change from one area of the trust to the one in Longbridge. My wife felt very supported and cared for with empathetic staff who listened to her. My wife was worried that she would not get this service when moving to Longbridge. Sadly this has been fully realised. My wife struggled for weeks to receive a call back a duty worker and when they did call back they were dismissive of her needs and concerns and did not want to engage with her which left her feeling more vulnerable than before the phone call. Staff state that they are referring concerns to the manager but after being at Longbridge for a year we only received one call back. The psychiatrist has been very supportive but the rest of the staff have been rude, uncooperative and dismissive of her needs which has left everybody around her feeling anxious that she is not receiving the support that she needs.