Complaints and Feedback

We value all patient feedback and suggestions. If you have any feedback you would like to share with the practice team or any suggestion(s) as to how we can improve things we would love to hear from you! 

Please either email forum.health@nhs.net, write to us at Forum Health Centre, 1A Farren Road, Coventry, CV2 5EP or call 02476 266370 to share your feedback or request a face-to-face meeting with a member of the management team.

 

Patient Participation Group

We are very fortunate to have an active patient participation group chaired by Robert Doway.

The group meetings every other month to discuss performance and planning with the senior management team with a view to supporting continuous improvement in quality and care.

If you would like to find out more about our patient participation group please click here.

 

Making a Complaint

We very much hope that you never have the need to make a complaint, however we all know that things don’t always go to plan. If you would like to make a complaint about our service we would encourage you to make contact with a member of our patient service management team who can guide and support you through the process. 

Bernie Grimshaw and Megan Fulton are our Patient Service Managers who deal with all complaints to the practice. 

Complaints should be made within 12 months of an incident or of the matter coming to your attention. This time limit can only be extended provided you have good reasons for not making the complaint sooner and it’s possible to complete a fair investigation.

You can make a complaint in several ways and we encourage complaints in writing or by email. Complaints can be emailed to forum.health@nhs.net or click here to download our Practice Complaint Form.

If you’re complaining on behalf of someone else, please include their written consent with your letter as this will speed up the process.

You should expect an acknowledgement of your complaint within 3 working days of receiving your complaint. We aim to provide a formal response to all complaints within 28 days although this will depend on the nature and complexity of your complaint. You will be kept updated as our investigation progresses.

Once your complaint has been received, the Practice will carry out a full investigation and provide you with a full written response. The response will set out the findings and, where appropriate, provide apologies and information about what’s being done as a result of your complaint.

If your problem persists or you are not happy with the way your complaint has been handled, you have the right to take your complaint to the relevant ombudsman, details of which you can find here:
www.ombudsman.org.uk