Complaining about CWICB

If you have a complaint relating to the way an NHS service has been commissioned by CWICB, or you have been directly affected by a commissioning decision made by us, you can contact us in the following ways.

By email cwicb.complaints@nhs.net
By telephone: 024 7652 6815

By Post:
Complaints Team
NHS Coventry and Warwickshire Integrated Care Board
Parkside House
Quinton Road
Coventry
CV1 2NJ

Your complaint should be made as soon as possible. This should be within a year of the event or as soon as it came to your attention. You can make a complaint on your own or on behalf of someone else if you have their permission.

What information will be needed to make my complaint?

• Your name, address and contact telephone number/email and those of the person that you may be complaining on behalf of, including their date of birth and/or their NHS number.
• A summary of what has happened, giving dates where possible.
• Which organisation provided the care or service
• A list of things that you are complaining about
• What you would like to happen as a result of your complaint.
• Consent – see section below

Consent

We may need consent in the following cases:

• In order for us to fully investigate your complaint, it may be necessary for us to contact other organisations and/or access your hospital or other medical records (as appropriate). If this is the case, before we can start to investigate and respond to you we may require your consent in order to do this.
• If someone is complaining on your behalf we may need your consent before we can investigate the complaint and disclose any information to your representative.

To avoid delay it may, therefore, be useful when making your complaint to include your consent. You can write this in as part of your complaint or use the sample text provided below:

Patient Consent for Third Party Representation – Sample text if someone is complaining on your behalf.

I give my consent for details of my health and healthcare to be disclosed to my representative. I agree that CWICB may disclose to my representative, [insert name], such information that is considered necessary in resolving their/or complaint. I understand that this might involve the disclosure of highly sensitive information.

I give consent for NHS Coventry and Warwickshire ICB to send my complaint to other NHS providers of care, where relevant, on my behalf.

[insert name, telephone/ mobile number, email address]

How long will it take to respond to my complaint?

At the outset we will agree a suitable timescale for how long the investigation will take depending on:

• the complexity of the complaint
• the work that is likely to be involved

We aim to respond to the majority of complaints within 25 working days and will keep you regularly informed and engaged throughout the investigation.