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

Maple Leaf Centre


Diagnosed with no follow on support

I had to fight to get a referral and when I eventually got an appointment they said that their tests were inconclusive and that they would see me again in six months time. My symptoms became worse and my family contacted them. They were accommodating and they did see me quicker when I was diagnosed with vascular dementia. It was explained that there was no medication they could offer and I was sent on my way with my diagnosis. They explained that the outcome of my appointment would be sent to me via letter and that they would also be writing to my GP but over four weeks later I have not received a letter and my GP has not received formal notification of my diagnosis. They could do better at supporting patients post diagnosis, nothing has really been explained to me. There has been no information, support or follow on appointments and/or treatments offered. It feels like you are just ticked off their list because you have had your appointment.