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

Riverside CMHT


Not listened to, rushed, and not cared about.

I didn't get a proper assessment, was given new medication and not told what was happening next. I wasn't given any information about a diagnosis or plan of care or treatment. I felt not taken seriously, was rushed, not listened to and felt ignored and unsupported. I feel that just because I am able to hold down a job, that they do not see my condition as important or serious. I went for an assessment and had the experience I've just described. I had told them I was suicidal, self harming, having hallucinations and regular panic attacks that were affecting my ability to do my job. They said they would send me an outpatient appointment but I didn't hear anything so rang to check on this and was told I have an appointment 4 months later!!! This is disgusting!! Extremely unhappy!!!!!