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


An excellent care home

My mother- in- law lived at Victoria Lodge for 6 years until she passed away in June 2020. I have continued in my role as Relatives' and Friends' Coordinator which has been an important role during the current pandemic. The owner told my mother- in - law when she moved in, that this was her home and so it proved. She was loved and cared for by the staff as if she was in her own home with her own family. During the first lockdown, we were not concerned that we couldn't visit because we knew she was so well looked after and so well loved. As Relatives and Friends Coordinator, it has been essential to keep all families up to date with everything that has been happening at Victoria Lodge. Usually new relatives would have had the opportunity to meet me, the staff and other families in the home but this has not been possible. I keep in touch with everyone through email and the monthly newsletters. In my mind, the most important thing about Victoria Lodge is that it not only cares for its residents, but supports and cares for their relatives and the staff who look after them too. An outstanding care home.