"Dreadful. A hive of incompetence."

Thank you for your feedback and I am sorry to hear that despite making a complaint about our service this was not resolved to your satisfaction. Your query does not say whether you have made a formal complaint and having checked with our complaints department I can't seem to find any details that mirror your posting, although this is made harder without any patient details.

The Trust has in place a formal procedure for complaints where a thorough and fair investigation will be carried out and we aim to provide a written response from the Chief Executive within 25 working days. If this timescale cannot be met we will contact you with an explanation.

It is important to the Trust that we do all we can to resolve your complaint. If you are still dissatisfied after receiving the Chief Executive’s response, the opportunity is there for you to contact the Complaints Service who will be happy to go through the options with you. This may result in further correspondence from us or a meeting and, if necessary, your complaint may need to be considered by the Parliamentary and Health Service Ombudsman (PHSO). Please understand that the emphasis is on the Trust resolving the complaint locally and the PHSO may, on assessment, decide that there is further scope for us to achieve this.

I would ask that you contact our PALS (Patient Advice and Liaison Service) team in any of the following ways: by phone 0800 028 4203; by email PALS@uhcw.nhs.uk; in person through the Help Desk at University Hospital, Monday to Friday (excluding Bank Holidays) 9am -12.30pm and 1pm – 5pm or in writing to: Patient Advice and Liaison Service (PALS) Trust Administration Centre, University Hospitals Coventry and Warwickshire NHS Trust, University Hospital, Clifford Bridge Road, Coventry, CV2 2DX if you would like to raise a formal complaint.