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

Yewcroft CMHT


Ok appointment

My consultant has been off sick for 9 months. My appointment seemed to have been forgotten whilst she is off sick, I only got to see a Dr after I asked why I hadn't seen anyone for nearly a year. It's been too hard to get my medication, as the GP won't give it, so I've just stopped taking it whilst I wasn't seeing anyone. Locum Dr appointment was fine though, was polite and covered things that needed, but was very quick, so felt a bit rushed and that it was hard to open up. Really hate having to go through a security check before appointments, they go though everything in your bag, and scan all over your body. It makes a stressful experience so much worse, as it's so invasive and degrading. They even searched through a pocket in my bag with tampons and sanitary towels in, which should be private. I didn't want to use them after a strange man had touched them all over. I feel like a criminal, when I'm just there because I need help. It's not my fault.