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.

Your reply

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Original feedback for

Perry Tree Centre


Very grateful that our Aunt was cared for by

My sister and I would like to express our gratitude to the Team at the Perry Tree centre for their professionalism and care they showed our Aunt during almost eight years that she was in their care. Whenever we visited the centre we were always impressed with the cleanliness and cleaning staff were constantly cleaning to keep the high standard. The food always looked nice and was presented well. Most importantly we whitnessed the staff interactions with my Aunt when they were unaware that we were there and we always seen the staff showing care and kindness to her. We were also comforted that she passed away in familiar surroundings. The senior team were always accessible and happy to talk and answer any questions that we had. We wanted to express our thanks as the work of the wonderful staff at Perry Tree is appreciated by the residents and their families