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


VE Day Perry Trees Drive Through

In honour of the seventy-fifth anniversary of VE Day, I had the pleasure of attending the celebrations at the Perry Trees Care Home in Kingstanding. It was a socially-distanced commemorative event however, we had beautiful sunshine. The bank holiday was celebrated by both staff, residents and their families. The car park was utilised, families remained in their vehicles at all times and drove around the one way system, stopping intermittently to wave and speak to the residents and staff through their car windows. A minute silence was observed at 11 o'clock, then the car park was opened and vehicles were beaconed to drive through in a orderly fashion. The residents and staff waved their union jack flags, the building was decorated in red, white and blue bunting. It was a wonderful atmosphere, the residents sang along to Vera Lynn's iconic WW2 song "We'll Meet Again" to mark the occasion. The quarantine did not prevent the residents and staff celebrating this special occasion. The spirit of all who were present was captured. I would like to commend the staff who have cared for my my mother for a number of years and continue to go above and beyond for the residents. A special thank you to the Manager for his creativity and vision for Perry Trees. He continues to find ways of bringing families together through this difficult time, which was demonstrated through the joyous VE Day celebrations. Well done Perry Trees! (Until we meet again ....)