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


Should struck off, investigation in dire need

Would barely give them one star, was employed to care for my grandmother. Firstly, a pair of carers came in and out for maximum of eight minutes in the instance where there was a major problem (when allotted time 30 minutes which they were to find jobs to do around the house) where they found the laundry and decisively dumped it onto the floor for my grandfather to pick up. Minimum duration of care was four minutes she received care and I've spent more time drinking a cup of tea. I was received with a carer poking my grandmother in the face when visiting her when she is more than capable to understand when someone is addressing her and entitled to be addressed in a respectful way. A carer of sevacare put a front on when a family member came to visit. I and my family are beyond humiliated by the service, the manager tried to remedy the situation, but their action was too late.