Best Health for Everyone

How to make a complaint?

NHS Coventry welcomes comments about its organisation and the health services it provides for Coventry residents. Where criticism is made we will respond to the complainant and, where necessary, put right what was wrong.

NHS Coventry Complaints Department is responsible for:

• Ensuring that all formal complaints made to the PCT about the services it provides and Commissions are acknowledged, investigated and responded to under the NHS Complaints Procedure and within Department of Health deadlines.
• Advise and liaise with patients/complainants, NHS Coventry staff and independent contractors (GPs, dentists, pharmacists, opticians) about all aspects of the NHS Complaints Procedure and provide staff with the PCT's Complaints Policy and any updates or amendments.
• Annually Audit committed action which has arisen as a result of complaints received by the PCT about the services it provides and Commissions and to undertake regular evaluation and monitoring (including complaints received by the PCT for independent contractors).
• Provide information to the Healthcare Commission and Health Service Ombudsman as required.
• Report statistical information and any trends on a quarterly basis to the Integrated Governance Committee and to gather statistics annually for the Department of Health.

Complaints Leaflet explains how the complaints system operates for health services in Coventry.

Complaints Policy  ensures that the objectives of the Local Authority Social Services and NHS Complaints (England) Regulations 2009, which were introduced on 1 April 2009 are achieved.

Complaints is a confidential service and can be contacted in person from 9am to 5pm (Monday to Friday)  

For more details, please contact:  
Daryl Raiwa - Complaints Officer
Tel: 024 7624 6125
Email: daryl.raiwa@coventrypct.nhs.uk

Or write to:
Complaints
NHS Coventry
Christchurch House, Greyfriars Lane,
Coventry, CV1 2GQ

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• Audit
  A continuous cycle of assessment, evaluation and adjustment.
• Commissioning
  Process by which the health needs of the local population are identified. Priorities for investment are set and appropriate services are purchased and evaluated. Primary Care Trusts do not provide all of the healthcare services needed by the local population, they buy-in or commission services from other provider organisations. Typically this includes local hospitals.
• Department of Health
  The Government body that is responsible for delivering the highest quality of health and social care within England.
• PCT
  Primary Care Trust. A PCT is responsible for commissioning the most appropriate services for the local community.