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


Appalling

My frail 94 year old mother, with early onset of dementia, was discharged from hospital with a broken right wrist after falling out of bed. She lives alone and was discharged with a care package with Sevacare. She was supposed to receive 4 visits a day. On the first morning visit she was left with a zimmer frame when the hospital physiotherapists had said she could not use one because it requires 2 hands and she could not put any weight on her right hand. The teatime carer arrived late (after 6pm) provided her with a microwave meal on a tray on her lap to try and eat with a knife and fork when she only had the use of her left (arthritic) hand. This ‘carer’ then did not revisit to put her to bed as she decided she could put herself to bed! We didn’t find out until 10pm that she wasn’t in bed. By 10:30 and still no carer appeared we phoned the sevacare helpline to be told there were no carers available to put her to bed. When we got there at 11pm she was sitting in her chair half dressed, cold and confused. The central heating had gone off and it was 2 degrees outside. Our only concern then was to get her warm and settled in bed. Appalling behaviour. This is not ‘care’ at all. I can’t find a complaints procedure for this company although by law they should have one.