Introduction

Coventry Road Medical Centre aims to provide the best experience and highest level of care to patients.  However it is acknowledged that from time to time things may go wrong. 

To communicate complaints or concerns, we provide clear channels for patients to air views and gain a resolution and satisfaction to their complaint.

The complaints officer is the Practice Manager who may filter the complaint to another appropriate source to deal with eg. Clinical negligence complaints will go to the Doctor concerned. 
If the Practice Manager is the subject of the complaint it is referred onto Dr. Nishat Ahmad who is the Governance Lead.
When dealing with a complaint the Practice may seek advice from the GMC, LMC, ACAS, BMA, MPS, CCG or various other legal bodies.

Making a Complaint

Information on how to make a complaint is available in the Practice Leaflet, on the Practice Website, or at the reception desk.  All staff are trained to direct the complaint to the appropriate channel.

1.      Complaints can be made in writing or email, addressed to the Practice Manager

2.      Complaints can be made verbally to the reception staff who will forward it to the Practice Manager

3.      A nominated representative, carer or guardian may make a complaint on behalf of the patient

4.      A suggestion box is available in the waiting area

5.      Complaints can be directly made to the CCG, NHS England or the Ombudsman, CQC. 

Complaint Handling Process

1. All complaints are received by the Practice Manager
2. The Practice aims to provide an acknowledgement of receipt to the complainant within 2 working days
3. Clinical negligence complaints are forwarded to the Doctor concerned and the Governance Lead
4. Upon receipt of the complaint, an investigation takes place.  This may involve interviews with the complainant and/or relevant staff or an examination of the records or events
5. The Practice aims to deal with all complainants in a helpful and sympathetic manner.  If the complaint requires an apology it is readily given

6. Following the investigation, a response is delivered to the complainant.  This may be done verbally or in writing depending on the wishes of the complainant. A satisfactory resolution for the complainant is aimed for.  Once this is achieved the complaint is closed.
7. The Practice aims to resolve complaints within 28 days of receipt but on occasions this may take longer depending on the nature of the complaint and the investigation required.  In this case the complainant will be informed of the delay and the subsequent progress of the investigation.
8. Records are kept of all complaints made
9. The patient is made aware of the pathways of escalating the complaint if a satisfactory resolution is not achieved and the Practice will respond to the body that the complaint has been escalated with.
10. Complaints that raise a learning point will be discussed in the Practice Meeting and outcome/training requirements will be included in the minutes and actions required will be implemented.

Date:  April 2025

 Review: April 2026

Dr. Nishat Ahmad & Surjit Kaur