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

Sevacare - Birmingham Central


Incapable of following simple requests

Since my grandmother come out of a rehabilitation centre she has been very confused and disoriented. I asked for regular carers that she was familiar with, I asked for them to write down all they had done so we knew what was happening. My grandmother then didn’t require a morning or teatime carer. I made this clear to EICT that came out and directly with sevacare. I have had to speak to them every day to constantly repeat what I had requested, they keep telling me I need to request this with the EICT team, which I had already done. Carers still keep turning up in the morning and tea time. There is no consistency with carers which distresses my grandmother out. And they still don’t document anything. It’s like talking to a brick wall with EICT & sevacare!