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

* Required fields

Original feedback for

Zinnia Centre


Extremely humiliating treatment, distressing

frontline staff don't answer the phone for half hour and when finally they give you an unpleasant look I almost had a panic attack from their demena. My experience whilst in crises emotionally and mentally were as follows: Irregular psychiatric prescriptions after being humiliated with a duty nurse who clearly was action superior, not giving me a chance to talk finally I insist to obtain my care plan and medication she gets up calls few arrogant and very unpleasant service manager and his pals. They take me into a private room and have a go at me until I leave in tears ...Very very unkind.