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  • Home
  • What We Do
    • About us
    • Annual reports
    • Meet the team
    • Meet the board
    • Vacancies
  • Share Your Views
    • Find a service
  • How We Make A Difference
    • Investigations
    • Consultations
  • How We Can Help You
    • Help with the NHS and social care
  • Get Involved
    • Volunteer with us
    • Events
  • Contact Us

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

Victoria Lodge Care Home



Excellent care home.

My mom lives at Victoria Lodge. Living at home was a very challenging experience for my mom and the family who has Dementia. The best thing that happened was to find this home as they care, respect and safeguard my mother. The staff are very professional and the senior staff knowledgeable. They will share information about my mom’s care and be open and honest. The staff are empathetic, supporting my mom with her choices and holistic needs. I am so happy that I don’t have to worry that my mom is safe and eating and getting the support she needs. She gets involved with some of the activities that are available. The home is clean and has a lovely, friendly environment. Beautiful garden to sit in that is safe.

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