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

Yewcroft CMHT


Managing my own care at this point

I was signed off sick from work and my GP was unable to prescribe for me as he wanted a specialist review. 6 months later, I finally got an assessment and diagnosis. Agreed to start my medication in Sept following some tests. It took weeks of calls and I finally started in October. First prescription was wrong. Called had it changed. Had my Bloods at the Barberry and the Phlebotomist accidentally took the whole cap tube, so had to take it again. 2nd prescription and review of Bloods never done, I had to call and tell them I had run out. Then was asked to come to the centre to collect it at 4pm. 3rd prescription told to up my dose and come for Bloods, waited 30m in boots only to be told the script is wrong again. I am constantly having to chase and feel like such a pain. But if I did not, I would be left without medication and without monitoring.