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

Information for Patients

What happens after your GP has referred you?

When your GP refers you for an ultrasound you will receive a letter by the eRS booking office. This will have a booking code, our phone number and a URBN number. Once you ring us we will be able to organise your appointment.

We will then send you a patient information leaflet and a confirmation letter listing the time, date and location and giving preparation instructions. We will also text or phone you before your appointment as a reminder.

How to arrange an appointment?

If you would like to book an appointment, please ring 02476 369 900 and ask for the ultrasound booking clerk. The core booking time is from 9.00 - 16.45

In case the booking clerk is on the phone you can leave a message on her answer machine and she will ring you back as soon as possible. Please leave a valid phone number. You can also leave messages for the booking clerk at any other time with one of our receptionists and the booking clerk will ring you back as soon as possible.

How to change or cancel an appointment?

Please inform us as soon as possible, if you need to change or cancel an appointment. The best time to speak to an ultrasound booking clerk is on Mondays to Fridays 9.00 - 16.45.

You can leave a message outside these hours with a receptionist, who will inform the booking clerk that you have called and we will ring you back as soon as possible if necessary.

Do you have special requirements?

Please inform the booking clerk if you would like an interpreter to be present during the ultrasound examination. We are able to arrange this for you.

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

Your Information

General Data Protection Register (GDPR) The EU GDPR came into force on 25th May 2018, replacing the Data Protection Act 1998 (DPA); the extant Data Protection Bill published in September 2017 is to be read in conjunction with the GDPR. The GDPR applies to all EU member states and Holbrooks Health team (who hold the DUC AQP Contract) must be able to demonstrate compliance at all times. Understanding the requirements of the GDPR will ensure that personal data of both staff and patients is protected accordingly. 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

Privacy Information Leaflet

Your information, your rights, what you need to know can be found here

Access to medical records policy can be found here here and includes the application form required for each request.

University Hospitals (UHCW) Information Sharing Agreements can be found here for Warwickshire North and Warwickshire South

Notification If you have any concerns about about our information rights practices you may contact the Information Commissioner (ICO).

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