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

A Peel Ltd


Care Birmingham, go the extra mile

My initial encounter with the care system left much to be desired. However, my perspective changed dramatically when I discovered Care Birmingham. From day one, their warmth and attentiveness put me at ease, and I knew my mother would be in capable hands. Recently, my mom was readmitted to the hospital, and the team at Care Birmingham seamlessly managed her transition back home. I didn’t have to worry about a thing. They adjusted her care package to meet her specific needs and maintained regular communication with me. The carers themselves are exceptional. They take the time to engage with my mom, patiently explaining each step of the process. Their compassionate approach has eased her nervousness during this challenging time. Thank you, Care Birmingham, for turning a stressful situation into a more manageable one. Your dedication and care mean the world to us.