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

Knightsbridge Care Services


Excellent care organization and communication

Our parents were anxious about getting help from carers but they were very understanding and flexible and worked with us so that now to quote mum "I couldn't do without them and they are so lovely". Dad and mum have two visits a day which has been very timely, relieved the pressure and without them neither we nor they could cope. The carers are appreciated not only for what they do but because "they care". The communication has been excellent - things like medication and circumstances have been changing week by week and the team do everything they can to respond with kindness and flexibility. Not everything can be perfect - there are other pressures and client needs to be prioritized, but there is the assurance of feeling that you have a team on your side who is working with you - you are not a time slot or cost centre - you are partners and co-workers and your parents are people that are valued and cared about.