Right to Respond

As part of our commitment to providing an honest and transparent view of health and social care services, Healthwatch Birmingham & Solihull 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


Amazing Service!

I came across Four Oaks when looking for a new care agency for my FIL as the previous firm were inadequate. From my first conversation on the phone the team were professional, friendly and informative. The initial assessment happened quickly and although I was there to advocate for my FIL they spoke to him to gather his support needs, wishes and feelings rather than about him. And he was involved in the whole conversation and care plan. The carers are consistent so my FIL knows who is attending on what day, which means the carers have built a positive relationship with him and got to know him, understanding his behaviour and routines. The whole organisation communicate so well with the family if he needs shopping, he is unwell or any other concerns. They have a WhatsApp number that we can contact at any time of day or night and this helps us to share information both ways. An added bonus is his house has never been so clean and tidy! Thank you Four Oaks for your care and support, not only for my FIL, but for our whole family!