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

Liaison Psychiatry team - Birmingham and Solihull Mental Health NHS Foundation Trust


The consultant that saw me,refused to help me

I saw a consultant, at Heartland's RAID team in the early morning, I expected help from the service as they were quite helpful back in 2017, when I had a previous mental health crisis, but this time round, I got the shock of my life, when the woman I saw, who was suppose to offer me help, instead, became quite rude and unprofessional towards my crisis, in fact, she didn't seem to care that she was turning me away and putting me at risk even more, when she flat out refused to help me in any way, I should have been offered PDU or some help with medication ,which is what I got last time from RAID, in 2017, there was no compassion from this woman, and it reminds me of the time, of how my father was messed about by RAID, in 2016, when they refused to help him. And only later on changed their minds, when he attempted to take his life, so I have shown clearly that this RAID service can apologise all they want to me like they did before with my father, but the fact of the matter is, the RAID service is failing people like me and others with severe mental health issues, and unless the management improves the service, in the areas that the service is located, and regulates the staff to treat people like myself and others with respect and give them the help that they desperately need, then I'm sorry but as far as I'm concerned, I will be discussing your continuous failures with PALS later on, and if I have to get the CQC involved, to get a better service running, then so be it, that is easy for me, because your staff should have thought about helping me in my time of need, instead of being reckless and incompetent.