Patient Experience & Complaints

Due to the current NHS response to COVID-19, we are currently unable to respond to complaints within our usual 25 working day timescale. We will be working within the Local Authority Social Services and National Health Service Complaints (England) Regulations 2009, which allow a period of 6 months to respond to a complaint. We will of course aim to respond sooner wherever possible. Thank you for your understanding at this time.

NHS Coventry and Rugby Clinical Commissioning Group (CCG) is responsible for planning, buying and monitoring healthcare services (known as commissioning) for people living in Coventry and Rugby. This includes most hospital and community NHS-funded services, though not primary care (such as GPs, dentists and opticians) or specialised services which is the responsibility of NHS England.

Quality within the NHS is made up of the three components - Patient Safety, Patient Experience and Clinical Effectiveness.   Our Quality and Nursing Team work together to ensure that we learn from people’s experience of care and promote a culture of learning and continuous improvement.  Patient experience data such as patient satisfaction surveys, complaints, compliments, and patient stories helps us understand how the services we commission can be improved.

How do we listen to and improve patient experience?

National Patient Surveys
The NHS Patient Survey Programme systematically gathers the views of patients about the care they have recently received.  All commissioned providers are expected to carry out patient experience surveys and act on responses to improve the services that they provide.

Friends and Family Test
The NHS Friends and Family Test (FFT) was created to help service providers and commissioners understand whether their patients are happy with the service provided, or where improvements are needed. It is a quick and anonymous way to give your views after receiving care or treatment across the NHS.

Patient Stories
It is now normal practice for 'Patient Stories' to be used to help Trust Boards to understand how it feels to receive healthcare services. This information is routinely monitored by the CCG.

Care Opinion
The CCG uses Care Opinion to listen to what patients, service users and carers are saying about our commissioned services.

Holding Providers to Account for Patient Experience and Insight
We hold out service providers to account through routine monitoring of patient experience data and reports.  This is discussed at Clinical Quality Review Meetings (CQRM) which are attended by representatives from our providers and the CCG’s quality leads. This offers the CCG opportunities to discuss the detail, identify any trends and assure itself that the experience of its patients – both positive and negative – is being used to drive quality improvements across the healthcare system.

Quality Assurance Visits
We undertake visits to services run by the providers to review the quality of services.

Although the CCG aims to commission the highest quality of services, sometimes it may be necessary for you to contact us about a service. If there's something you're unhappy with, we'd like to know about it, so that we can try to put matters right. We believe that all feedback is an opportunity for us to better understand and improve the quality of services.


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