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

Warstock CMHT


Disappointed, poor support

A patient for over 10 years and still being treated for symptoms, no diagnosis. Poor support, never follow up on patients in crisis, even when you ring them in crisis, never put recommendations into actions, poor at returning calls, never send copy of report for visits, even though this has been requested several times. High turnover of staff. The staff are nice, polite and friendly, especially the Receptionists on the front desk. Very long wait for therapies and Pychologist, 18 months wait. We urgently need it NOW! Recently sectioned for 2 weeks, immediately the hospital Consultant and Clinical Psychologist diagnosed Autism. I have been telling this Centre this for over 10 years and nobody listened. I feel failed by this Mental Health Service. The hospital were brilliant and the Home Treatment team. We are now referred back to this Service Centre and I’m so dispondant for the future.