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


Heath and Wellbeing session

It was a pleasure to be invited to be part of ‘focus on health and wellbeing ’ organised by the manager for staff and citizens. After a successful Zoom presentation , I attended the centre by arrangement on Tuesday 25th August. It was an exciting afternoon, those attending were able to experience a fabulous luxury hand treatment, (so essential to combat all the extra hand washing caused by the pandemic ) information was offered on avoiding skin problems (again, because of wearing a face mask and breathing all the warm moist air back onto the face. These conditions create an ideal breeding ground for skin problems, including acne) and, general advice on keeping the skin clean and healthy. The staff were engaged whilst maintaining social distancing, and were properly dressed in their PPE. It is so important to feel good, especially during these difficult times, and to have quality ‘me time’ just 10-15 mins a day massaging the face, or hands, makes such a difference to the feeling of well being . Thank you Perry Tree for the opportunity, and also for the super organic eggs provided by the citizens as part of their pet therapy initiative, I was totally spoilt!!. Looking forward to the next opportunity.