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  • Home
  • What We Do
    • About us
    • Annual reports
    • Meet the team
    • Meet the board
    • Vacancies
  • Share Your Views
    • Find a service
  • How We Make A Difference
    • Investigations
    • Consultations
  • How We Can Help You
    • Help with the NHS and social care
  • Get Involved
    • Volunteer with us
    • Events
  • Contact Us

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



Always a welcoming and pleasant Home.

My Mother became a resident of Perry Tree Care Centre in 2016. During this time my mother was very well looked after in the following ways: Professionalism – Always a welcoming and pleasant residential home to visit. In regard to communication, the staff always responded to me in a timely manner and demonstrated that they were proactive in following through on actions agreed. There was a positive attitude and willingness to explore alternative ways in resolving issues. Personal Care – The values, religion, culture and care needs were reflected in my mother’s care plan and taken into consideration. Decisions were always made in her best interests, and her skin integrity was maintained to a high standard. Regular care reviews were undertaken to ensure continuity with all healthcare professionals involved. Manual Handling – Assessment and reviews were conducted regularly and tailored to my mother’s needs to ensure that her dignity was maintained, and to prevent risk of injury and discomfort. This also ensured the key principles of manual handling. Infection Control – During the pandemic of 2020, my mother was so well looked after, she did not contract the covid-19 virus at any point. Social Interaction – Perry Trees was a home from home. In honour of the 75th VE day we had the pleasure of attending the celebrations at Perry Trees. It was a well organised, socially distanced commemorative event. A special thank you to the manager for his creativity and vision and the staff of Perry Tree Care Centre.

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