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


Prescriptions Charges and Exemptions

Extensive exemption and remission arrangements protect those likely to have difficulty in paying charges (NHS prescription and dental charges, optical and hospital travel costs).

The NHS prescription charge is a flat-rate amount which successive Governments have thought it reasonable to charge for those who can afford to pay for their medicines. Prescription prepayment certificates (PPCs) offer real savings for people who need extensive medication.

NHS charges

These charges apply in England only. In Northern Ireland, Scotland and Wales prescriptions are free of charge.

  • Prescription (per item): £9.00
  • 12-month prepayment certificate (PPC): £104.00
  • 3-month PPC: £29.10

  • Surgical bra: £29.50
  • Abdominal or spinal support: £44.55
  • Stock modacrylic wig: £72.80
  • Partial human hair wig: £192.85
  • Full bespoke human hair wig: £282.00

If you will have to pay for four or more prescription items in three months, or more than 15 items in 12 months, you may find it cheaper to buy a PPC.

Repeat Prescriptions

There are several ways in which you can order your prescription

NHS POD - Prescription Ordering Service

A convenient way to order your repeat prescription by a dedicated, experienced and fully trained call handler based at Coventry & Rugby CCG. Ring (024) 7624 6072 Mon-Fri 8am - 5pm. Orders placed each day will be authorised by the GP and sent to your usual pharmacy; this can be as soon as SAME DAY!

There remain alternatives to using the NHS POD: staff can no longer take requests over the phone

  1. Via the on-line facility (VOS). Register at Reception to use this service (Once registered you can also book appointments on-line)
  2. Via the practice email address,
  3. Via your usual Pharmacy’s reordering service

Remember these requests take 48 hrs to be processed

This practice uses EPS (Electronic Prescription Service) which means your prescription can be delivered electronically to your preferred pharmacy. Please advice us of which pharmacy you wish to nominate. Remember, once this is set up, ALL prescriptions will automatically be sent to that pharmacy.

Pathology Results

You will only be able to request a result, over the phone, on Tuesdays between 12:00noon-14:00pm when a Patient Services Navigator will be available for this purpose. Our staff will not give out results at any other time. When you ring, the phone system will clearly remind you that results will not be given over the phone at other times.

If your result needs to be communicated to you urgently WE WILL CONTACT YOU, so please make sure we have up-to-date contact details on our system.

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