Giving feedback
To provide feedback:
- take part in the Friends and Family Test
- phone us on Broad Lane 02476 466 583 or City of Coventry 03333 324 555 or Stoke Aldermoor 024 7623 3940 or Foleshill 02476 707 030
If you have any concerns or complaints or wish to compliment a member of staff on their service provision please ask a member of reception staff for a leaflet to find out more information. The leaflet can be downloaded, or you can read the leaflet text below:
Compliments
It is great for us to be able to share your compliments with our staff. Your feedback helps us to recognise what we do well when we are considering new service developments.
If you would like to make a compliment about the service you have received please ask for a Family and Friends Card. Please let us know if there is anyone in particular that has made your experience positive so that we can also thank them.
Concerns or complaints
We understand that sometimes things go wrong or you may be unhappy with something we have (or have not) done, so please tell us and we will do our best to put things right. If you feel that we have been unable to resolve your concern to your satisfaction, we will advise you on how to take your concern further. We need to understand why things go wrong so that we can prevent it happening again.
Who can raise a concern or complaint?
Anyone can. You can raise a concern or a complaint with us directly, or if you would rather have someone do this on your behalf, we can deal with your representative; this could be a relative, carer, friend or any other person that you choose but we will need to ask for your written permission for us to deal with that person.
What is the difference between a concern and a complaint?
The difference is the way in which we manage the issue/s you have raised. We try to resolve a concern locally as soon as we are aware of the issue. Where this is not possible we will try and resolve this within three working days.
If we are unable to do this we will talk to you about the options available to you which may include agreeing a new date for us to respond or escalating your concern to a complaint.
You can ask us to consider your concern as a complaint if you are unhappy with our response to the issues you raised.
When we receive a complaint we allocate an Investigating Officer who is a member of staff not directly involved with the service complained about but who has suitable knowledge and experience to investigate it.
Unless there are exceptional circumstances an Investigating Officer has 45 days to complete their investigation and a response given to the complaint.
How do I raise a concern or complaint?
You can share a complaint or raise a concern in person at the place where you have received care, treatment or advice.
You can raise a concern with any member of staff who will make note of your concern and if they are unable to resolve this immediately to your satisfaction, they will ask your permission to pass your details onto the complaints team to address.
Coventry & Rugby GP Alliance takes any complaint about the service we offer seriously. We are committed to resolving any issue under Local Resolution, however if should this not be the case then you have the right to take any matter to the Parliamentary and Health Service ombudsman. They are available Monday to Friday between normal office hours 8:30am to 5:30pm on 0345 015 4033. They are completely independent of the NHS and the government. The ombudsman is not obliged to investigate every complaint put to them, and they will not generally take on a case which has not first been through the NHS complaints procedure, or a case which is being dealt with through the courts.