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

Perry Tree Centre


Poor care delivered rude staff

Poor care little activities Clean place shame about delivering quality care my mother was regularly often left in own urine and feaces My mother has been admitted into hospital 5 times in 3 months due to neglect Most residents are left in thier rooms don't be fooled by nice surroundings all a front Complaints ignored by Management Staff do what they want often sitting around doing as least as possible If you value your loved believe what I have reported its really bad its like going onto a controlled environment not like a residential home it doesn't feel natural environment