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

Sevacare - Birmingham Central


Carer’s is a misnomer.

My father came out of Good Hope on 25th June after a fall and was supposed to have 4 visits per day; 2 45 minute visits morning & night with 2 30 minute visits in between. The carer’s weren’t too bad at first but gradually spent less and less time if they turned up at all. The culmination of this was on Saturday 3rd July no food was made for my father and despite having put all medication in a blister for them none was given. On the night of 3rd July my father took an overdose of anti depressants and had another fall. No carer turned up on the morning of 4th July which meant a relative found my dad at 1.00pm. When I phoned to complain I was told the carer hadn’t turned up because he found a client on the floor and no contingency was in place but as my father was in an ambulance on his way to Good Hope “that’s fine” Why is this company being paid by Birmingham City Council and our Council Tax. They are disgraceful.