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)


Bad practice

The reception staff are rude someone that has agoraphobia and not being able to call as I had no phone at the time I gave got my friend permission to call on my behalf he was told tell him to go to a phone box!! when they know Full well that someone with agoraphobia can’t leave the house that’s just one example , they have no compassion and put you on meds then rip them off you when they feel to they forget that A lot of medication is addictive but again they don’t care it’s there way or no way ,or they say they can not help you and say find a GP in which a GP isn’t always qualified for your condition in cases. then you end up Being hospitalised then haveing to go back to the same place that basically put you there .There knowledge of mental health is poor and how they deal with people is detrimental to people’s health. from reading other peoples experiences the place needs to be investigated and heads should roll I feel Like they look down on you and expect you to be there guinea pig sorry but I’m not gonna be that for no body and no one should have to be . Summary : rude reception that get involved with matters that shouldn’t involve them there job is to be a receptionist not a doctor! and the doctors themselves should re-educate themselves in mental health and deal with people like humans and actually listen to people and not treat them like guinea pigs because they have a degree and let there egos get in the way of actually helping people Most people know what works for them myself included yet it falls on deaf ears .0/10 close the place down or fix a clearly broken system .