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


A truly outstanding care home

The care my partner receives at Victoria Lodge is truly outstanding. The Owner, the Manager, the carers, the cooks and the cleaning staff are exceptional. The care staff know and understand my partner so well. After she had a long spell in hospital recovering from sepsis, care staff were on the alert immediately when she started showing similar symptoms. With her GP’s support, they were able to deal with an infection without hospitalisation, allowing her to remain in the place where she is most comfortable and where she recognises the staff. The home always looks and smells clean and is well decorated throughout. The menus are well thought out to appeal to all tastes and to encourage reluctant eaters. I am unable to find anything to criticise in this amazing care home.