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

* Required fields

Original feedback for

Sevacare Hall Green


Kind and caring staff.

My mother was referred to Sevacare for a care package after she came out of hospital, following a fall and breaking her right wrist and having surgery on it, she lost her confidence, and was scared of going home encase she had another fall and was worried how she would manage living on her own. The care staff where very kind and nothing was too much trouble for them, they encouraged mom to do things for herself, they would take time to discuss with her what she needed during the day, and opened tins / packets for her (as she is right handed) so she was able to make food / snacks herself. One care worker even encouraged her to write a shopping list ready for me – using her left hand! They would even take the time to walk with her in her garden and water her plants, this helped increase her confidence and get over the fear she had of falling again. I really can’t thank the team at Sevacare enough, they gave my mom back her confidence! After 4 weeks of the care staff visiting her, we were able to reduce the care package, and after 6 weeks completely stop them coming in. I hope mom doesn’t need care again, but if she does I will be asking for Sevacare!