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

Oleaster - Birmingham and Solihull Mental Health Foundation Trust


Oleaster lost my medication

I was transferred to oleaster PDU from QE. The experience was not one I would ever want to go through again. I have recently had a liver transplant. I was grabbed by security multiple times. The nurses did not understand my prescribed medication. They refused to give me some of them and was offered ibuprofen pain relief instead of the tramadol I am prescribed for pain. Liver transplant recipients are not allowed ibuprofen which I explained. I had a blue pill box which has gone missing. There was an envelope with medication in because the doctor messed up the dose. I have not felt well since as I wasn't getting medication regularly enough. Have to say the only delight was one of the staff. I found some of the nurses inattentive and rude.