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

Northcroft Erdington CMHT


Severe lack of care

As a patient who's been on your books since 2011... there is no consistency. 6 monthly appointments is never going to help people with a long term condition. Promises are never kept to me the patient or what you tell my GP. The worst thing you lot say to people is "why are you here then?". To top it off the first session on Mood on track after its took 5 years for me to be placed on it was... "session 1 - "how to use zoom". The worst care I've ever had. You push patients to the brink. It's like there's a postcode lottery now. I wonder if the council and MPs know how bad it is at Northcroft.