How reviews will work on Tendawell

Our review principles

• First-hand only

  Reviews must come from the person who received care, or a relative or friend closely involved, about care in the last 12 months.

• Connection checked

  Before publishing, we contact the reviewer to confirm how they are connected to the provider.

• Good and bad published

  We publish critical reviews as well as positive ones, as long as they follow our rules.

• Right of reply

  Providers can reply to a review, and can ask us to look again if they think it breaks our rules.

• Nothing bought

  Providers cannot pay for reviews, offer gifts for them, or pay to remove them. Partners are treated the same.

• Never rewritten

  We do not edit a review to change its meaning. If something must be removed for legal reasons, we say so.

How a review will be collected

1. Invitation. Once care arranged through Tendawell has been running for a few weeks, we'll invite the family to share their experience. Anyone else who has used a listed provider can also write to us.
2. Connection check. We contact the reviewer by email, phone or WhatsApp to confirm who received care and when.
3. Rules check. We check the review is about real, recent care and doesn't include personal health details, abuse or claims we can't publish.
4. Provider reply. We share the review with the provider and give them time to reply before it goes live.
5. Published. The review appears on the provider's page with the reviewer's first name or initials, their connection (for example "daughter of client") and the month of care.

Scores

We will not show a score until there are enough real reviews for it to mean something. Before we introduce any score, we'll publish exactly how it is worked out on this page.

Serious concerns

A review is not the right place to report abuse, neglect or danger. If someone is at risk, call 112. To raise a concern with us, see our complaints process.