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

Norman Power Centre


Absolutely Fantastic Service

My mother has moved into Norman Power Centre just a few weeks ago. I was absolutely terrified about her moving into a care home as I've had very bad previous experiences. But my faith in the care home sector has been restored over the last few weeks. Staff at the home are fantastic...mum is not an easy person to work with and I have nothing but admiration for the patience, care and compassion staff have shown her. She has come such a long way in just a short time; her mobility is vastly improved and she looks more relaxed and comfortable than she has done in a long time. I spend quite a bit of time with her when I'm not working and I feel very comfortable and at home. I go in at different times and there is always a lovely, calm atmosphere. Mum is always nicely presented and staff come and have a chat. I see residents moving about the building, stopping to chat to one another or to staff. It feels like being part of a big happy family. Another lovely thing about the Centre is its diversity, both in terms of the resident and staff group.