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

Omnia Support Ltd


Outstanding service.

My mother was diagnosed with a terminal illness the support we recived from Omnia Support was outstanding from the detailed risk assessment to ensure my mothers needs were met to the fullest and to make her last weeks with us as comfortable as possible. Knowing we could rely on the care and support of Omnia Support gave us the chance to spend moms last weeks knowing she was cared for and comfortable, we were able to be there for her as her family with out worrying about the care side of things. When mom sadly passed the care and office staff were still offer us support and reassurance from kind words over the telephone to the lovely heartfelt card we received with their condolences. I will be eternally grateful.