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

Four Oaks Healthcare


Excellent level of care received

My brother has a live-in carer who is brilliant at looking after him, compassionate, patient and really caring despite his many needs. There is nothing that is too much trouble, even though the work is challenging at times. Carer also happy to visit the hospital to assist with the process of his return home, let's just say it was not straightforward. There is usually good back-up from the local regional office with reviews, spot checks and cover carers when the main carer needs a break. Finding a regular stand-in carer is proving difficult to achieve, however, finding and matching cover dates is probably the greater priority, which is quite understandable. Overall, still excellent service from carer & support team.