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

Small Heath Health Centre


Sickening HellHole

Every time I attend I experience a dreadful time at this place.The cleaning lady with blonde hair does nothing but make fun of patients behind their backs along with the security guard..laughing and having their music on high which is not professional.Some of the receptionists don't seem to understand English to well as I have to repeat half a dozen times and they say they have told the Dr/nurse patients are there but an hour later we find they never told them at all.This place needs an overall with training as ATM the place is a joke.Even a few of the nurses speak in an abrupt manner to mentally ill people, psychiatrists haven't a clue what they are talking about and are downright dangerous with some of their choices in medicines to prescribe.The list goes on but I shall stop here.Please if a professional is reading this then please please have this place looked at.