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


An outstanding, caring centre

My mother has been a resident at The Perry Tree Centre for four and a half years. She is 99 years old and has quite advanced mixed dementia, and can be very difficult, both verbally and physically. Despite this the staff have taken all possible care of her since she moved in there. She is now bed bound, but they make time to spend with her and talk with her. This was happening before the advent of Covid19. I haven't seen her since the start of lockdown, but I am given regular updates by the senior care staff as to her comfort and general health. I am able to phone them whenever I need to, and they contact me, also on a regular basis. I cannot thank them enough for the time, effort and care shown to my mother since she has been there, and I cannot thank them enough on my behalf for the friendliness and inclusivity they have shown me and my family when we were able to visit. This extends from the Centre manager right through to the ancilliary staff. They are all superb.