Right to Respond
The Feedback Centre enables members of the public to post comments and detail their experiences of Health and Social Care services. It also enables providers of services to respond to comments and opinions made too.
By facilitating a Right to Respond for providers through your website, you are now able to provide a collaborative platform to positively shape Health and Social Care.
The provider response is approved by your Healthwatch before appearing on the platform. Responses can be made by providers to acknowledge positive or negative feedback from the public, to demonstrate where improvements have been made, or to help people find or access information or services that they may need.
When the comment is approved by Healthwatch from the provider, the author of the original review is notified by email through your system that a response has been provided.
The provider responses are then uploaded to the website attached to the appropriate review for others to see.
1. How does a provider leave their response?
When a review is left the provider will be able to click on “Leave a provider response”.
The provider is prompted to complete and submit a response to the review. Relevant guidance is shown.
Response form
All fields in the form are required, in some forms there is a checkbox that looks like this:
This checkbox should only be checked if the provider has previously responded to a piece of feedback. If this is selected then the system will check for a responder with the same name and email address - if it cannot find it, it will not submit the response.
2. Moderating Responses
To moderate the provider response click on the “Reply Management” menu item in the CMS.
The provider responses are displayed as a list. To moderate a response you must click on the “Reply” field.
Choose to approve the provider response by clicking on the status menu. When done please press the “Update” button at the bottom right of the screen. This will publish the response.
3. Receiving Email Notifications
The provider receives an email notification informing them that their response has been approved and is now live on your Feedback Centre.
The original reviewer also receives an email to inform them that the provider has responded to their review.
4. View in the Feedback Centre
Where a review has received a provider response this is indicated by an icon beneath that review.
The provider response will be displayed underneath that review.
