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

Clare Court Care Centre


Lacking the even the most basic care

Do not send your loved ones here. CQC has rated it 'Inadequate' and rightly so. This home is incapable of even the most basic care and communication. No matter what you say to management (if there is a manager - they've spent a good chunk of time in the last couple of years without one) nothing changes. In a home that is meant to specialise in dementia care none of the staff seem to know how to treat those with dementia. There is currently a flu outbreak in the home which by the time they had told relatives via email and put the most basic protection measures in place (masks and hand washing for visitors) had already resulted in hospitalisations - this includes my nan who was clearly not being adequately observed, was so ill she was taken to Resus and who will most likely not recover. They also like to cover up any negative comments made publicly - they have removed my comments and blocked me from their Facebook page just for stating the truth.