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 Hall Green


Massive variation in standard of carers.

40% of the carers are of the required standard. As the previous reviewer said some are very bad. 1. Carers coming 4 times a day first visit at 10.30am last visit at 7.30 pm with only two hours between 3rd and last visit. Then client left from 7.30pm till 10.45am so 13 hours without a pad change. The management control of the carers is poor and some carers carry out visits to suit there own convenience regardless of how this impacts on the client. 2. So… 60% of the carers first 14 days. Not wearing any PPE in fact wearing anorak. Wearing gloves from previous visit because they got out of the car in them and kept them on throughout and as they got in to drive away. Carers being rude speaking in Bengali or other languages so the client and family unable to understand. Carers being rough and lacking in basic manual handling skills, failing to deliver personal care leaving client smelly. Poor communication between office and carers leading to non delivery of agreed care plan. The average carer for Sevacare will try to sprint in check for dry pad and out again or change pad and out again. 50% of carers in the first fortnight stayed 6 minutes or less when the contract allows 20 minutes.