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

Otterburn


unfriendly- unattainable - unhomely - unsafe

If reception staff are off duty (eg evenings) its nearly impossible if you ring to get staff to answer -again if visiting when reception staff are off duty and if at the outer front door its hard to get someone to let you in (I have had to ring and hope someone picks up on 2 occasions) - and if you actually manage to get into the building (even if you have earlier managed to get through via telephone and all know you are coming) you cant get anyone to actually answer the unit door!! staff don't seem to have actual conversations with residents - on a few occasions staff have been sat watching TV when I have visited - residents safety is put at risk because staff cut corners (eg techniques outlined in residents care plans of how to manoeuvr residents are not adhered to if there's a quicker way resulting in falls on several occasions) - the resident I am visiting has on occasion had food stains on their clothes their face and even their wheelchair - the resident I am visiting has on occasion had problems telling me something and no help from staff who are within ear shot has been given - there seems to be no entertainment for residents other than watching the TV - I think few trips out are managed - even sitting in the garden on a nice day seems to be very limited- staff don't seem to have a friendly motivating approachable manner - I feel the resident I visit is unhappy and cannot communicate this.