Patient feedback and complaints

We welcome comments about our practice and the health services we provide. Anyone who is registered as a patient at our health care practice in Coventry or who has received treatment from us can make a complaint. Where criticism is made we will respond to the complainant and, where necessary, put right what was wrong.

We aim to give the best possible standard of service, both clinical and administrative, at all times. However, there may be times when you feel this has not been achieved.

We operate a NHS complaints procedure to deal with comments, suggestions and complaints about the service we provide. All staff are trained in this procedure and will be happy to give you further information.

We will try to address all your concerns promptly, provide you with an explanation and discuss any action that may be needed to prevent a future occurrence.

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71-77 Wheelwright Lane, Holbrooks, Coventry, CV6 4HN

024 7636 6775
Email: hht.admin@nhs.net
024 7636 6775
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Appointments

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Booking an Appointment

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Registering for On-Line Access

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There are two ways to register for on-line access:

1. Registering via Patient Services will give you access to appointment bookings only.

2. Registering for full on-line access (appointments, prescriptions, medical history, pathology results) requires you to complete an online booking form (currently suspended due to Covid19). You will need to bring this into Reception with a valid form of identification such as a Passport, your details will then be passed to our Administration team.  Using the NHS App now will enable to you order repeat prescriptions and view your medical history https://www.nhs.uk/using-the-n…

SMS (text) Appointment Reminders

Appointment reminders will be routinely sent to patients where a mobile phone number is recorded. For children under 14 years of age, this will be sent to a parent or guardian. Ensure Reception are updated if you change your number to ensure you receive these reminders!

DNA - Failure to Keep Appointments

**GP and Nurse appointments are precious**. We therefore have had to operate a firm DNA policy for patients who regularly fail to attend their appointments without letting us know. For every 1 appointment wasted we have at least 4 patients waiting; this leads to frustration for both staff and patients, it wastes valuable resources and is a potential risk to the health of the patient who struggles to get an appointment.

If a patient fails to attend a pre-booked appointment on more than three occasions in a 12 week window, an informal warning letter will be sent to them, advising that a further occurrence could cause a risk of removal from the Practice. If the patient fails to attend another appointment, the patient will be sent a final warning letter advising them that should they fail to attend any further appointments without attempting to contact the surgery they will be removed from the doctors list held at this practice. Finally, if the patient fails to attend another appointment, the matter will be discussed at a Practice Meeting and a majority agreement will be reached as to whether the patient will be removed from the Practice list.

Extended Hours Appointments

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Extended Access Appointments are available in Hubs across Coventry, Rugby and Nuneaton between the hours of **6.30pm** and **9.30pm** Monday to Friday; and Saturday and Sunday mornings. 

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