Your complaint or concern may be about something that can be resolved straight away by talking it through with a member of staff. You can approach staff within the service concerned, such as the Ward Manager, or if you would prefer to talk to someone independent of the care, you may value a discussion with PALS (Patient Advice and Liaison Service).
If you remain unhappy following this, PALS can offer guidance on whether the issues are eligible to be investigated under the NHS Complaints Procedure, which includes investigations of concerns around healthcare, and can assist you in making a formal complaint if necessary.
If you require any help with or further information on using our Feedback services, please contact PALS via our online form.
If you require an easy access form them please click here.
Alternatively you can telephone PALs on 0800 028 4203.
If you would like to write to the Chief Executive Officer, please address it to:
Professor Andrew Hardy Chief Executive Officer University Hospital Clifford Bridge Road Coventry CV2 2DX
We are aware of some callers experiencing difficulties phoning us, please be advised we are working to rectify this issue.
You can also contact us via email feedback@uhcw.nhs.uk.
Please click here (pdf) to read an information leaflet about PALS.
Our staff are always happy to receive compliments from patients and visitors. If you would like to do this you can speak to a member of staff caring for you or write to us so we can pass it on. Alternatively, click here to fill in our online form.
A quick and easy way to say thank you is through our Appreciation Cards. These postcards allow patients and/or their relatives to quickly choose a Trust value (or several) and then add on the back a quick note to describe what the member of staff did which they appreciated.
If one of our team has made a special impact on your experience with us, you can nominate them for one of our recognition awards here.
Whether you’re a patient, relative, carer or visitor, the Trust wants to hear how you feel about its services. Patients may receive a text message or interactive voice messages (IVM) once discharged to ask about their experience.
You can also leave your feedback online or use your smartphones camera to scan the digital QR code on Did we get it right? posters when visiting - free wifi is available.
All feedback is anonymous, helping to improve our services and say thank you.
We have a programme of ways that you can share your views about your care, and also be involved in your local hospitals.
The Trust has been working with patients and stakeholders to co-develop a new Patient and Public Involvement Programme, the new Patient Experience and Engagement Delivery Plan 2018-21 sets out the Trust commitment to: · Improving the way we listen, respond and use patient feedback to support improvements · Improve the way we develop and manage patient information leaflets · Ensure our staff place the Trust values at the centre of care improvements · Ensure that patient voice is at the centre of care improvements · Improve the patients care environment If you would like to get involved in service improvements or would like to keep informed of opportunities to get involved with the Trust please email: insightandinvolve@uhcw.nhs.uk or telephone 02476 965186/02476 965998.
Find out more in the document, We Care: Patient Experience and Engagement Delivery Plan 2018-2021. You can download a copy at this link (pdf).
In order to make a formal complaint about the care you have received please write to the Complaints Manager at the following address: University Hospitals Coventry and Warwickshire NHS Trust Clifford Bridge Road Coventry CV2 2DX
If you are complaining on behalf of a friend or relative permission from the patient will be required in the form of a counter-signature on the letter of complaint. This is to ensure the patient gives consent for us to access their medical records, liaise with external agencies, if needed, and respond to you with our findings. If this raises any questions please telephone 0800 028 4203.
Please click here (pdf) (opens in new window) to read an information leaflet about how to make a formal complaint and click here (pdf) (opens in new window) for a template of a sample complaints letter. If you are writing a complaint on behalf of someone else, that person will need to sign and complete the appropriate consent form which can be found by clicking here (pdf) (opens in new window). Alternatively, you can click here (pdf) (opens in new window) for advice from the NHS Complaints leaflet.
The Independent Complaints Advocacy Service (ICAS) provides free, independent advice and help with making an NHS complaint.
Independent Health Complaints Advocacy service For people who live in Coventry provided by Central England Law Centre Telephone: 07506 690505 Monday to Thursday Email: IHCAenquiries@centralenglandlc.org.uk Website: www.centralenglandlc.org.uk/independent-complaints-advocacy-service
ICAS for Warwickshire is provided by VoiceAbility For people who live in Warwickshire Telephone: 0300 2225947 Email: CWAdvocacy@voiceability.org
The CQC (Care Quality Commission) has produced three leaflets around the standards you can expect while in hospital and general information on how to make a complaint. These are available to download below.
What standards you have a right to expect from the regulation of your hospital (PDF)
Checking your hospital for the care you should expect to get (PDF)
How to complain about a health or social care service (PDF)
Healthwatch Coventry and Healthwatch Warwickshire are the local champions for health and social care. They are independent and are not part of NHS or care services. They:
Phone: 0300 012 0315 (Monday to Friday 11.00am - 3.00pm)
Email: info@healthwatchcoventry.co.uk
Website: www.healthwatchcoventry.co.uk
Phone: 01926 422823 (Monday to Friday 10.00am - 3.00pm)
Email: info@healthwatchwarwickshire.co.uk
Website: www.healthwatchwarwickshire.co.uk
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Please ensure you have a current blood test request form, if not please contact your hospital consultant or GP and they will post one to you. Unfortunately, your blood test will need to be rescheduled if you do not have a blood test request form when you come to a Blood Test clinic.
All blood tests are by appointment, please book an appointment using the Book Online button below.
If you have an appointment and cannot attend, please remember to cancel or reschedule your appointment so that someone else can use the time slot that you no longer need.
If you cannot book an appointment online, family and friends may be able to help – you can book appointments for more than one person from one account. Booking online is the quickest way to make an appointment.
If this is not possible, there is a telephone line for those who cannot book online. Please call 02476 153546 between 8am and 1pm Monday to Friday, excluding Bank Holidays.