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

Robert Harvey House


Excellent care delivered by a caring team

Our Mum spent nearly six weeks in Robert Harvey House recovering from a broken arm, giving her an opportunity to recover her health and mobility sufficiently to return home. Given her age (92), frailty and complex conditions this was very challenging, but the excellent care given was a major factor in a successful outcome. Many positive things struck us about Robert Harvey House. The quality of the accommodation and facilities was obvious on first viewing, but the positive and happy environment was also clear very quickly. As time went by we appreciated just how much the different parts of the wider team worked together to deliver the service that so benefitted our Mum. We were also touched by the kindness shown not just to her, but also to us. The quality of Robert Harvey House is impressive, and seemed to us to be the product of years of continuous commitment, caring and hard work.