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

Victoria Lodge Care Home


Inviting, professional, clean and friendly.

Mum has only been at Victoria Lodge for a few weeks. We looked around various other places but felt drawn to this one as soon as we entered. The owner, manager and rest of the staff are helpful and friendly, always introducing themselves when you arrive to visit your relative. They treat the residents with care and respect and the same with visitors. The are wonderful activities daily keeping the residents stimulated and happy, but noone is ever forced to partake in anything they don't fancy. As a family we can't say enough good things about the establishment and staff. It's always an emotional time when a loved one goes into care but everyone at Victoria Lodge have made it a positive and pleasant experience for both Mum and her family. Thank you x