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

Midland Care Support and Enablement Ltd


MCSE are Caring, Supportive, Person Centred,

MCSE have been the commissioned Care Provider for my relative from 2018. Initially on a part time basis transferring to 24/7 full care in Jan 2022. During the years they have supported my relative I have found them to be Caring, Supportive, Person Centred, Professional and well organised. If I am honest I expected my relative to receive a high standard of care, every care provider should be delivering quality care to their clients. For me what makes MCSE stand out from the crowd is the fact that they provide their employees with a level of support second to none. The attributes they bring to their clients of Care, Support and Professionalism they extend in abundance to their employees. This has helped enormously in the retention of the support workers that support my relative daily. Thus providing my relative with consistency and stability that is crucial to maintaining his wellbeing.