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)


My appointment is overdue by a year.

I am overdue an appointment with them by over a year. I phoned and they gave me an appointment. A couple of days since and they cancelled it. They said they would give me another appointment but that was in July and there has been nothing. The appointment was due in 2022. They say they will pass on details to receptionists. The psychologist has left but I have not seen anyone since. Still waiting for an appointment. They gave me a list of things to help but they weren't helpful.