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

Albion Court Care Centre


Issues with laundry and items going missing

My wife has not settled in here. There are ongoing issues with the laundry and other organisational issues. They have lost over 20 pairs of my wife's pants which were labelled. The tumble drier has been broken for over two weeks and so the laundry is piling up. Her glasses have been taken out of her room by another resident. My wife does go wandering at night and she goes into other residents' rooms and others do the same, so this must be how her glasses were taken. It cost £250 to replace as the home could not find them. I am going to ask the care home to pay for the cost. My wife has good days and bad days as she has dementia and Parkinson's Disease. The care depends on the staff and the day. English is not the first language for many of the staff, which is the same as in other care homes. The home is close to home, it is only a three minute drive, so I wouldn't want to move her. Also, my daughters did a lot of research before choosing this home.