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

Choices Care Ltd


Couldn't ask for better

I could have not asked for better carers. I was very pleased of the excellent level of service my nan was receiving from Choices Care ltd. My nan resided in an independent living scheme and had carers come out four times a day. They would always go out the way to make my nan happy. Nan had once told the carer she had not had a Mcdonalds milkshake in years and wanted to try it again. The carer went out of her way and before visiting her next call she had brought her a milkshake from Mcdonalds. The carer did inform me too so I was aware and I did really appreciate the kindness from the carers. Nan is now in a care home due to the decline in her health but I could not thank these carers enough how they made Nan's time special while with them. I would always recommend this service to others.