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

South-West Bham Home Treatment Team


Pointless

I was very much misinformed about what the service could do when I was persuaded to accept a referral. Really inefficient, I've had the same assessment from 4 different people in 6 days. They don't seem to ever read your notes before seeing you. Was promised they would provide substantive help but in reality they just give you medications that temporarily calm you down but don't actually treat the problem. I also hate that treatment decisions are discussed without patient involvement as it makes challenging the plan difficult and any changes to the plan then take longer to be agreed. I was hopeful of tangible help to get better but you just get patronised and given a few tranquilisers.