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

Four Oaks Healthcare


A company who cares

From my first call with them, I knew they cared and that they knew the meaning of person centred care. My mom has been receiving care for 6 weeks now and my family and my mother are very grateful to Four Oaks Care. Many care companies have wonderful care standards but these are just words. Not for Four Oaks Care. They took time to come out and visit my mom and speak to family to get to know my mom and find out her requirements. Communication is excellent, the online platform means family can see what care is being provided and when and how my mom is at each point of the day. Carers are caring and flexible and follow the care plan. They do not cut corners like other care companies. All requests have been responded to. We have discussed continuity of carers and this is being addressed, also a flexible approach to preparing meals so my mom has a balanced diet. Thank you, you are outstanding.