Patient feedback and complaints

We welcome comments about the diagnostic ultrasound service we provide. Anyone who has had an appointment at our clinic 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 an 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.

Download 'How to complain about or comment on the Health Services.'

Would you recommend our service to a family member or friend?

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71-73 Wheelwright Lane Coventry CV6 4HN

02476 369 900

How to find us

71-77 Wheelwright Lane, Coventry, CV6 4HN

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Contact or locate the clinic

Telephone: 02476 369 900

Email: DUC.ultrasound@nhs.net

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

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  • All emails include an unsubscribe link. You may opt-out at any time. See our privacy policy.

How to find us

From the City Centre Leave the ring road onto the B4113, Foleshill Road (at the island where the Royal Mail is located). After 1 mile turn left into the B4118, Lockhurst Lane. Follow this road straight on for 1.5 miles, which will lead via Holbrook Lane into Wheelwright Lane. Holbrooks Health Team and Diagnostic Ultrasound Coventry are located on the left hand side of the road.

From the North Leave the A444 at the football stadium (Ricoh Arena), signposted Holbrooks into Hen Lane. At the junction with Wheelwright Lane turn right. After 400 yards you will find Holbrooks Health Team and Diagnostic Ultrasound Coventry located on the left hand side.

Please Note

Diagnostic Ultrasound Coventry operates from the premises of Holbrooks Health Team. Holbrooks Health Team is a different venue to Holbrooks Health Centre. Car parking is available on site free of charge.

Appointments

Access to the Diagnostic Ultrasound service is via GP referral only.

If you would like to book an appointment, please quote your UBRN number when you ring reception on 02476 369 900. You can leave messages for the booking clerk at any other time and we will ring you back as soon as possible.

Booking Hours

Monday to Friday: 9.00 - 16.45. You can leave a message at any time.

Facilities

The practice has suitable disabled access. Please inform staff about any specific requirements you may have.

NHS Complaints Procedure

We welcome comments about the diagnostic ultrasound service we provide. Anyone who has had an appointment at our clinic 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 the 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.

How to complain about or comment on the health services.

Why we collect information about you

In the National Health Service we aim to provide you with the highest quality of health care. To do this we must keep records about you, your health and the care we have provided or plan to provide to you.

These records may include:

  • Basic details about you, such as address, date of birth, next of kin
  • Contact we have had with you such as clinical visits
  • Notes and reports about your health
  • Details and records about your treatment and care
  • Results of x-rays, laboratory test etc.,

It is good practice for people in the NHS who provide care to:

  • discuss and agree with you what they are going to record about you
  • give you a copy of letters they are writing about you; and
  • show you what they have recorded about you, if you ask

How your records are used

The people who care for you use your records to:

  • Provide a good basis for all health decisions made by you and care professionals
  • Allow you to work with those providing care
  • Make sure your care is safe and effective, and
  • Work effectively with others providing you with care

Others may also need to use records about you to:

  • check the quality of care (such as clinical audit)
  • protect the health of the general public
  • keep track of NHS spending
  • manage the health service
  • help investigate any concerns or complaints you or your family have about your health care
  • teach health workers and
  • help with research

Some information will be held centrally to be used for statistical purposes. In these instances we take strict measures to ensure that individual patients cannot be identified.

We use anonymous information, wherever possible, but on occasions we may use personally identifiable information for essential NHS purposes such as research and auditing. However, this information will only be used with your consent, unless the law requires us to pass on the information.

You have the right

You have the right to confidentiality under the Data Protection Act 1998 (DPA), the Human Rights Act 1998 and the common law duty of confidence (the Disability Discrimination and the Race Relations Acts may also apply).

You also have the right to ask for a copy of all records about you

  • Your request must be made in writing to the organisation holding your information
  • There may be a charge to have a printed copy of the information held about you
  • We are required to respond to you within 40 days
  • You will need to give adequate information (for example full name, address, date of birth NHS number etc)
  • You will be required to provide ID before any information is released to you.

If you think anything is inaccurate or incorrect, please inform the organisation holding your information.

Notification

The Data Protection Act 1998 requires organisations to notify the Information Commissioner (ICO) of the purposes for which they process personal information.

Information Commissioner’s Office

The details are publicly available from the Information Commissioner:

Wycliffe house
Water Lane
Wilmslow
Cheshire
SK9 5AF

Tel: 0303 123 1113 (local rate) or 01625 545 745 if you prefer to use a national rate number

How we keep your records confidential

Everyone working for the NHS has a legal duty to keep information about you confidential.

We have a duty to

  • Maintain full and accurate records of the care we provide to you
  • Keep records about you confidential, secure and accurate
  • Provide information in a format that is accessible to you (ie in large type if you are partially sighted).

We will not share information that identifies you for any reason, unless:

  • you ask us to do so;
  • we ask and you give us specific permission;
  • we have to do this by law;
  • we have special permission for health or research purposes or
  • we have special permission because the interests of the public are thought to be of greater importance than your confidentiality

Who are our partner organisations?

We may share information with the following main partner organisations:

  • NHS England
  • Public Health England
  • Clinical Commissioning Groups
  • NHS Trusts (Hospitals)

Anyone who receives information from us also has a legal duty to:

KEEP IT CONFIDENTIAL!

We are making it easier for you to find out how we handle your information

A new data privacy law is being introduced later this year in the UK. As a result, we are publishing a new Privacy Notice to make it easier for you to find out how we use and protect your information. We will not be changing the way we use your personal information but the new notice will provide you with additional details such as:

  • Your increased rights in relation to the information we hold about you
  • How we keep your personal information secure
  • The types of personal information we collect about you and how we collect and use it
  • The legal grounds for how we use your information

How to find out more

The Privacy Notice will be effective from 25 May 2018 and you will be able to view it here.

We will keep you up-to-date

The Privacy Notice makes sure that we continue to comply with privacy law and regulations. There are no changes to what we already ask of you but if we do make any changes in the future we will let you know.

Equality Act 2010

The Equality Act came into force in October 2010; and the additional new Public Sector Equality Duties and the combined discrimination provisions came into force in April 2011. The purpose of the Equality Act is to consolidate existing discrimination legislation and contains measures, which are intended to strengthen protection against discrimination. The protected characteristics in the Public Sector Equality Duty are listed in the Equality Act as: age, disability, gender reassignment, pregnancy and maternity, race, religion or belief, sex, and sexual orientation.

Workforce Race Equality Standard (WRES)

All providers of NHS services are required to submit an annual WRES report and plan to ensure compliance. To view the WRES template and associated actions, please click here