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


A place that never gives up and always there.

I have to let you and everyone know about the innovative work at Perry Tree Centre and the positive effect that it is having on both the Patient and her family. My mother was diagnosed with dementia 7 years ago. Her condition has some what worsened over the last 12 months and the local mental health team have been monitoring her behaviour to see if they are able to help medically and have tried different medication with no real affect other than reducing her quality of life. It was discussed that the next stage for my mother was a nursing home where they would be able to sedate her to stop her being a risk to herself and others. This has had a negative affect on me and I have been unable to accept that there is nothing more I can do. So as a consequence I have distanced myself from her because I have been finding it hard to cope emotionally. However the team had not given up: I was called into a meeting and from the phone call I could sense their excitement about what they have achieved. The System was explained to me and I was excited to see my mother. They have devised a system using wireless headphones streaming music via tablet device. How could something so simple work so effectively. I walked onto the ward and there she was. She looked at me with the head phones on and gave me a massive smile, One that showed me that she knew who I was type of smile, which was amazing. I watched her for a while she was calm with no distress. (Where before she would just scream and shout for no apparent reason holding her head. Very distressing to see) Then the miracle happened she sat down with her head phones on listening to her music (My mom hasn’t spoke to me in 3 years) she looked me in the eyes and told me that she loves me. WOW!!!!! What an amazing Christmas present. I can’t tell you how it made me feel. XXX Joyful tears XXX Perry Tree is a specialist dementia unit and are at the forefront of innovative research and care for dementia patients. This program/training and research needs to be rolled out across the country to help others. I have seen the positive affects of this treatment.